Customer Vulnerability Implementation Manager

Scottish and Southern Electricity Networks; Perth; On-site; GBP 44,000 - 66,000; Full time

Benefits offered by this job

Private healthcare

Gym memberships

Online GP

Counselling service

Cycle to Work

Tech/Transport loans

Maternity leave

Paternity leave

Job summary

Scottish and Southern Electricity Networks is seeking a Vulnerability Implementation Manager for an 18-month fixed-term contract. You will deliver the Personal Resilience Plan program, providing personal battery back-ups and power cut plans for customers needing extra support.

You will collaborate with internal and external stakeholders to roll out 20,000 batteries, identify process improvements, and enhance customer satisfaction, with a 50% office presence across locations.

Qualifications

• Understanding of customer vulnerability, Priority Services and fuel poverty.
• Excellent communication skills, with confidence producing clear briefings for senior managers.
• Experience in programme delivery and continuous improvement, identifying efficiencies within processes to improve customer satisfaction.
• Strong relationship building skills, with the ability to work collaboratively with contract partners and stakeholders.
• Previous experience in managing budgets or commercial agreements.

Responsibilities

• Work with customer service teams to ensure customer satisfaction in the end-to-end battery process.
• Build relationships with internal and external stakeholders to gather feedback to improve the process.
• Create and manage effective reporting of the full programme.
• Analyse customer feedback and data, creating accurate data for internal and external reporting, including regulatory reporting.
• Oversee a team of external telephony agents, ensuring call performance and telephony metrics are met.

Skills

Understanding of vulnerability & fuel

Excellent communication

Programme delivery

Stakeholder management

Budget management

Job description

Base Location: Portsmouth, Reading, Perth or Glasgow

Working pattern: 18-month fixed term contract | Full Time | Flexible First options available

Salary: £44,000 min - £65,900 max + up to 10% performance-related bonus + a range of benefits to support your finances, wellbeing and family.

You'll be expected to spend 50% of your working week in the office

The role

At SSEN, we are focused on supporting our customers in vulnerable circumstances. As Vulnerability Implementation Manager, you will be responsible for delivering our Personal Resilience Plan programme, providing personal battery back ups and power cut plans to customers who need additional support to prepare for, and during power cuts.

Working closely with internal and external stakeholders, you will ensure a successful roll out of 20,000 batteries to customers, identifying process improvements and efficiencies, and improving customer satisfaction.

This is an 18-month fixed term

You will

• Work with customer service teams to ensure customer satisfaction in the end-to-end battery process.
• Build relationships with internal and external stakeholders to gather feedback to improve the process.
• Create and manage effective reporting of the full programme.
• Analyse customer feedback and data, creating accurate data for internal and external reporting, including regulatory reporting.
• Oversee a team of external telephony agents, ensuring call performance and telephony metrics are met.

You have

• Understanding of customer vulnerability, Priority Services and fuel poverty.
• Excellent communication skills, with confidence producing clear briefings for senior managers.
• Experience in programme delivery and continuous improvement, identifying efficiencies within processes to improve customer satisfaction.
• Strong relationship building skills, with the ability to work collaboratively with contract partners and stakeholders
• Previous experience in managing budgets or commercial agreements.

About SSE

SSE’s purpose is to provide energy needed today while building a better world of energy for tomorrow. We do this by developing, building, operating and investing in electricity infrastructure and businesses needed in the energy transition. Our Transforming for Growth investment plan sees us investing £33bn in critical electricity infrastructure across the five years to 2030.

SSEN Distribution, part of the wider SSE group, powers 3.9 million UK homes and businesses. Our team of more than 4,200 skilled engineers, customer service advisors and energy experts keep customers connected to a safe, reliable supply of electricity while investing in and developing the flexible networks needed for our low carbon future.

Flexible Benefits To Fit Your Life

Enjoy discounts on private healthcare and gym memberships. Wellbeing benefits like a free online GP and 24/7 counselling service. Interest-free loans on tech and transport season tickets, or a new bike with our Cycle to Work scheme. As well as generous family entitlements such as maternity and adoption pay, and paternity leave.

Work with an equal opportunity employer

SSE will make any reasonable adjustments you need to ensure that your application and experience with us is positive. Please contact [e-mail] to discuss how we can support you.

We're dedicated to fostering an open and inclusive workplace where people from all backgrounds can thrive. We create equal opportunities for everyone to succeed and especially welcome applications from those who may not be well represented in our workforce or industry.