Lead Customer Liaison Officer-1

PLEASE NOTE THIS ADVERT CLOSES THE DAY BEFORE ANY AUTOMATED DATE SHOWN – PLEASE REFER TO THE CLOSING DATE IN THE BODY OF THE ADVERT

Job Title: Lead Customer Liaison Officer      

Location: Glasgow, SPHQ

Salary From £60,800 to £76,000 with Excellent Benefits Programme

Help us create a better future, quicker

To upgrade and grow our transmission network in Central and Southern Scotland by championing exceptional customer service. This role supports the Transmission Commercial & Policy team in achieving transmission network targets set by the Scottish and UK Government under CP2030, while ensuring that customer needs and satisfaction are at the forefront of all initiatives.

What you’ll be doing

• Lead the improvement of our digital and in-person engagement with customers and lead on dispute resolution actions with customers.

• Lead the delivery of SPEN’s bi-annual Transmission Connections Summits for connected, contracted and looking to connect customers.

• Introduce new engagement touchpoints with our customers in relation to new policy and recurring queries and lead the delivery and implementation of these.

• Work closely with NESO and TOs to deliver a unified approach to customer service.

• Introduce new online tools and resources to support customers in submitting their applications.

• Manage first-line reports, supporting them in delivering first-class customer service and being a point of escalation with customer issues.

What you’ll bring

• Degree in communications, marketing, business, or other related fields (desirable but not essential).

• Experience managing a team (preferred but not essential).

• Experience of customer engagement, preferably in related fields.

• Experienced in stakeholder communication & engagement skills.

• High level of commercial skills and experience.

• Expertise in critical problem solving & challenging to deliver best in service.

• A track record of delivery or project management, ideally in a relevant area of activity.

What’s in it for you

As well as a competitive salary which is reviewed annually, you can also enjoy a number of other benefits. With our pension scheme, we’ll double match your contribution up to a company contribution of 10%. 

At ScottishPower, we believe it’s the little things we do in life that make a big difference. From helping you look after your family’s wellbeing, save for your future and take personal steps for climate action – our benefits are designed to help you do just that - so that you have everything you need to take care of your world – today and tomorrow. That’s why our benefits include:

• 36 days annual leave

• Holiday Purchase – perfect your work/life balance with extra annual leave

• Share Schemes

• Payroll Giving and Charity Matched Funding

• Technology Vouchers – save more and spread the cost of your technology purchases

• Electric Vehicle Schemes – to help you transition to green/clean driving

• Cycle to Work scheme and Public Transport Season Ticket Loans

• Healthcare benefit options including: Dental Insurance, Private Medical Insurance, Health Cash Plan and annual Health Assessments

• Life Assurance (4x salary)

• Access to Savesmart financial wellbeing support

• Plus shopping, leisure, restaurant and gym discounts, and unique employee deals on travel insurance and more

Why SP Energy Networks

SP Energy Networks is part of the Iberdrola Group, one of the world’s largest integrated utility companies and a world leader in wind energy. We keep electricity flowing to homes and businesses through Central and Southern Scotland, North Wales and in the North West of England. We operate over 4000km of cables and lines that make-up the transmission network – connecting infrastructure like wind farms into the electricity system. It’s a role that puts us right at the heart of Scotland’s ambition to be Net Zero by 2044. And we’re taking it very seriously. We’re investing >£5.5 billion into our transmission network, directly supporting the rapid growth needed in renewable energy. With diverse opportunities across our businesses and a commitment to invest in our own internal talent, ScottishPower can offer people real career opportunities that meet personal and professional goals, in a global organisation.

Inclusion, diversity, and a social purpose are at the heart of everything we do. Together with our values, they bring us together into a stronger, more sustainable business with direct links to the communities we serve. It takes all kinds of people to build a large-scale business like ours, so whatever your background, you’ll fit right in.

We are committed to providing reasonable support or adjustments in our recruiting processes for candidates with disabilities, long term conditions, mental health conditions, or who are neurodivergent or require pregnancy-related support. If you need support, please reach out to [email protected].

Mobility

Please note that any applicant who is not a citizen of the country of the vacancy will be subject to compliance with the applicable immigration requirements to legally work in that country. If/when required, the Company will support the employee with the necessary Immigration requirements.

IMPORTANT 

Advert will close at 23:59 GMT the day before Job Posting End Date below