Vulnerability Program Manager - 18mo FTC (Battery Rollout)

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

Benefits offered by this job

Private healthcare discounts

Gym memberships

Wellbeing support

Cycle to Work

Parental leave

Job summary

SSEN Distribution, part of the SSE group, is seeking a Vulnerability Implementation Manager to deliver the Personal Resilience Plan programme, providing battery back-ups and power cut plans to customers needing support. You will roll out 20,000 batteries and coordinate with stakeholders to improve processes and customer satisfaction.

This is an 18-month fixed-term contract with 50% office presence. Base locations include Portsmouth, Reading, Perth or Glasgow, with flexible first options

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 to improve customer satisfaction.
• Strong relationship building with contract partners and stakeholders.
• 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

Customer vulnerability

Communication skills

Programme delivery

Relationship building

Budget management

Job description

SSEN Distribution, part of the SSE group, is seeking a Vulnerability Implementation Manager to deliver the Personal Resilience Plan programme, providing battery back-ups and power cut plans to customers needing support. You will roll out 20,000 batteries and coordinate with stakeholders to improve processes and customer satisfaction.

This is an 18-month fixed-term contract with 50% office presence. Base locations include Portsmouth, Reading, Perth or Glasgow, with flexible first options