Vulnerability Programme Lead (18-Month FTC)

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

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.