Vulnerability Programme Manager – Battery Rollout

SSE plc; Reading; Hybrid; GBP 44,000 - 66,000; Full time

Benefits offered by this job

Performance bonus

Flexible benefits

Job summary

SSE plc is seeking a Vulnerability Implementation Manager to deliver the Personal Resilience Plan programme, ensuring battery back-ups and power cut plans for customers in need. The role oversees the rollout of 20,000 batteries and collaborates with internal/external partners to drive process improvements.

The position is 18-month fixed term, full time, with flexible first options and a requirement to spend about half the week in the office across Portsmouth, Reading, Perth or Glasgow.

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

Customer vulnerability

Communication

Programme delivery

Stakeholder management

Budget management

Job description

SSE plc is seeking a Vulnerability Implementation Manager to deliver the Personal Resilience Plan programme, ensuring battery back-ups and power cut plans for customers in need. The role oversees the rollout of 20,000 batteries and collaborates with internal/external partners to drive process improvements.

The position is 18-month fixed term, full time, with flexible first options and a requirement to spend about half the week in the office across Portsmouth, Reading, Perth or Glasgow.