Customer Service + Vulnerability Lead

iberdrola; Glasgow; Hybrid; GBP 45,000 - 57,000; Full time

Benefits offered by this job

36 days annual leave

Holiday Purchase

Share Schemes

Payroll Giving and Charity Matched

Technology Vouchers

Electric Vehicle Schemes

Cycle to Work

Healthcare benefits

Job summary

SP Energy Networks is seeking a Customer Service and Vulnerability Lead in Glasgow to design, deploy and oversee training that enhances customer experience and supports vulnerable customers in line with regulatory incentives.

You will identify training needs, create plans, manage budgets, and develop materials while ensuring alignment with business goals. Hybrid working applies, with travel to North/South licence areas as required.

Qualifications

• Proven experience designing and delivering customer service training.
• Experience creating training plans and materials that improve performance.
• Strong ability to measure training effectiveness and manage budgets.

Responsibilities

• Identify and assess training needs for next and current periods.
• Create training and development plans for the organisation.
• Deploy varied training methods including coaching, workshops and e-learning.
• Collaborate with SPEN managers to support changes to business processes.
• Design and oversee onboarding and trainee programs across the business.

Skills

Customer service training

Vulnerability training

Stakeholder management

Learning & development

Coaching & mentoring

Job description

Customer Service and Vulnerability Lead

ScottishPower HQ, 320 St Vincent Street, Glasgow, G2 5AD OR 3 Prenton Way, North Cheshire Trading Estate, Prenton, Wirral, CH43 3ET

Salary from £45,400 - £56,750 per annum

Hybrid working arrangement

Closing Date: Monday 7th of September 2026

Help us create a better future, quicker

As Customer Service and Vulnerability Lead, you'll be responsible for customer service & vulnerability training across SP Energy Networks to support the delivery of regulatory incentives (BMCS Customer Satisfaction & Consumer Vulnerability).

You'll be responsible for identifying training needs, create training plans, and deploy effective training programs to improve employees' skills, productivity, and quality of work. You'll assess training program effectiveness, manage training budgets, and stay updated on training trends to ensure the organization's training initiatives are aligned with business goals and employee development needs.

What you'll be doing

• Identifying and assessing future and current training needs
• Drawing an overall or individualized training and development plan
• Deploying a wide variety of training methods
• Engagement with all teams to understand the work programme and evidence that needs to be delivered
• Work closely with key SPEN managers to create material to support changes to Business process
• Ability to scoping and design training material
• Responsible for the overarching engaging, planning training for all areas of the business
• Responsible for the overarching keeping robust training records to demonstrate evidence
• Overseeing development of new start programme to set out guidance and training for new trainees, apprentices etc - embedded into their on boarding programmes.

What you'll bring

• Candidates will bring proven experience in designing, implementing and delivering successful customer service and vulnerable customer training programmes, with a strong track record of driving improvements in customer experience. They will be skilled in delivering engaging learning through a range of methods, including coaching, mentoring, classroom training, workshops, simulations, on-the-job learning and e-learning. With excellent collaboration and stakeholder management skills, they will be able to build effective relationships, adapt to changing business needs and contribute to a culture of continuous improvement.
• A passion for developing people, supporting career growth and embedding best practice is essential, alongside the flexibility and willingness to travel across North and South licence areas and work away from home when required.

What's in it for you

As well as a competitive salary which is reviewed annually, you can also enjoy a number of other benefits. With our pension scheme, we'll double match your contribution up to a company contribution of 10%.

At ScottishPower, we believe it's the little things we do in life that make a big difference. From helping you look after your family's wellbeing, save for your future and take personal steps for climate action - our benefits are designed to help you do just that - so that you have everything you need to take care of your world - today and tomorrow. That's why our benefits include:

• 36 days annual leave
• Holiday Purchase - perfect your work/life balance with extra annual leave
• Share Schemes
• Payroll Giving and Charity Matched Funding
• Technology Vouchers - save more and spread the cost of your technology purchases
• Electric Vehicle Schemes - to help you transition to green/clean driving
• Cycle to Work scheme and Public Transport Season Ticket Loans
• Healthcare benefit options including: Dental Insurance, Private Medical Insurance, Health Cash Plan and annual Health Assessments
• Life Assurance (4x salary)
• Access to Savesmart financial wellbeing support
• Plus shopping, leisure, restaurant and gym discounts, and unique employee deals on travel insurance and more

Why SP Energy Networks

SP Energy Networks is part of the Iberdrola Group, one of the world's largest integrated utility companies and a world leader in wind energy. We keep electricity flowing to homes and businesses through Central and Southern Scotland, North Wales and in the North West of England. We operate over 4000km of cables and lines that make-up the transmission network - connecting infrastructure like wind farms into the electricity system. It's a role that puts us right at the heart of Scotland's ambition to be Net Zero by 2045. And we're taking it very seriously. We're investing >£10 billion into our transmission network, directly supporting the rapid growth needed in renewable energy. With diverse opportunities across our businesses and a commitment to invest in our own internal talent, ScottishPower can offer people real career opportunities that meet personal and professional goals, in a global organisation.

Inclusion, diversity, and a social purpose are at the heart of everything we do. Together with our values, they bring us together into a stronger, mor