Customer Service + Vulnerability Lead

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

Benefits offered by this job

Pension scheme matched (up to 10%)

36 days annual leave

Healthcare options

Job summary

ScottishPower is seeking a Customer Service and Vulnerability Lead in Glasgow. You will shape and deliver training across SP Energy Networks to boost customer experience and address vulnerability, combining coaching, e-learning, workshops, and on-the-job learning.

The role requires collaboration with managers, designing development plans, and maintaining training records. The position offers hybrid working, a competitive salary and a strong benefits package, with travel across license areas and

Qualifications

• Proven experience designing, implementing and delivering customer service and vulnerability training programmes.
• Strong track record of improving customer experience.
• Skilled in engaging learning through coaching, mentoring, classroom training, workshops, simulations, on-the-job learning and e-learning.
• Excellent collaboration and stakeholder management skills.
• Willingness to travel across North and South licence areas and work away from home when required.

Responsibilities

• Identify and assess future and current training needs.
• Draw overall or individualized training and development plans.
• Deploy a wide variety of training methods.
• Engage with all teams to understand work programme and evidence to deliver.
• Work with SPEN managers to create material supporting business process changes.
• Scope and design training material.
• Oversee development of new start programme embedded into onboarding for trainees and apprentices.

Skills

Training design

Delivery of training

Customer service training

Vulnerability training

Coaching

Mentoring

Classroom training

Workshops

Simulations

E-learning

Stakeholder management

Travel flexibility

Job description

Customer Service and Vulnerability LeadScottishPower HQ, 320 St Vincent Street, Glasgow, G2 5AD OR 3 Prenton Way, North Cheshire Trading Estate, Prenton, Wirral, CH43 3ETSalary from £45,400 - £56,750 per annumHybrid working arrangementClosing Date: Monday 7th of September 2026Help us create a better future, quickerAs 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 doingIdentifying and assessing future and current training needsDrawing an overall or individualized training and development planDeploying a wide variety of training methodsEngagement with all teams to understand the work programme and evidence that needs to be deliveredWork closely with key SPEN managers to create material to support changes to Business processAbility to scoping and design training materialResponsible for the overarching engaging, planning training for all areas of the businessResponsible for the overarching keeping robust training records to demonstrate evidenceOverseeing 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 bringCandidates 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 youAs 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 leaveHoliday Purchase – perfect your work/life balance with extra annual leaveShare SchemesPayroll Giving and Charity Matched FundingTechnology Vouchers – save more and spread the cost of your technology purchasesElectric Vehicle Schemes – to help you transition to green/clean drivingCycle to Work scheme and Public Transport Season Ticket LoansHealthcare benefit options including: Dental Insurance, Private Medical Insurance, Health Cash Plan and annual Health AssessmentsLife Assurance (4x salary)Access to Savesmart financial wellbeing supportPlus shopping, leisure, restaurant and gym discounts, and unique employee deals on travel insurance and more Why SP Energy NetworksSP 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, more sustainable business with direct links to the communities we serve. It takes all kinds of people to build a large-scale business like ours, so whatever your background, you’ll fit right in.We are committed to providing reasonable support or adjustments in our recruiting processes for candidates with disabilities, long term conditions, mental health conditions, or who are neurodivergent or require pregnancy-related support. If you need support, please reach out to [e-mail] .MobilityPlease note that any applicant who is not a citizen of the country of the vacancy will be subject to compliance with the applicable immigration requirements to legally work in that country. If/when required, the Company will support the employee with the necessary Immigration requirements.I MPORTANTAdvert will close at 23:59 GMT the day before Job Posting End Date belowSeptember-7-2026