Vulnerability Programme Implementation Lead (18m FTC)

Scottish and Southern Electricity Networks; Reading; Hybrid; GBP 44,000 - 66,000; Full time

Job summary

SSEN is seeking a Vulnerability Implementation Manager to deliver our Personal Resilience Plan programme, providing personal battery backups and power-cut plans for customers who need additional support to prepare for, and during, power outages. You will work with internal and external stakeholders to roll out 20,000 batteries, identify process improvements, and report on overall progress.

The role is an 18‑month fixed term, with Flexible First options and a requirement to spend about 50% of

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 boost 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 for internal and regulatory reporting.
• Oversee a team of external telephony agents, ensuring call performance and telephony metrics are met.

Skills

Customer vulnerability understanding

Priority Services

Fuel poverty awareness

Communication skills

Briefings for senior managers

Programme delivery

Continuous improvement

Relationship building

Budget management

Job description

SSEN is seeking a Vulnerability Implementation Manager to deliver our Personal Resilience Plan programme, providing personal battery backups and power-cut plans for customers who need additional support to prepare for, and during, power outages. You will work with internal and external stakeholders to roll out 20,000 batteries, identify process improvements, and report on overall progress.

The role is an 18‑month fixed term, with Flexible First options and a requirement to spend about 50% of