Vulnerability Program Manager (Customer Resilience)

SSE PLC; Portsmouth; Hybrid; GBP 44,000 - 66,000; Full time

Benefits offered by this job

Private healthcare discounts

Gym membership discounts

Cycle to Work scheme

Wellbeing support (online GP, counsell

Family entitlements

Job summary

SSE PLC is recruiting a Vulnerability Implementation Manager on an 18-month fixed-term contract, full time, with Flexible First options. Base locations include Portsmouth, Reading, Perth or Glasgow, with about half of the week in the office.

You will deliver the Personal Resilience Plan programme, coordinating battery back-ups for customers, roll out 20,000 batteries, and report on progress, efficiency and customer satisfaction across internal and external stakeholders.

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

Vulnerability awareness

Communication skills

Programme delivery

Stakeholder management

Budget management

Job description

SSE PLC is recruiting a Vulnerability Implementation Manager on an 18-month fixed-term contract, full time, with Flexible First options. Base locations include Portsmouth, Reading, Perth or Glasgow, with about half of the week in the office.

You will deliver the Personal Resilience Plan programme, coordinating battery back-ups for customers, roll out 20,000 batteries, and report on progress, efficiency and customer satisfaction across internal and external stakeholders.