Business Improvement Manager

2 months ago

Blantyre, South Lanarkshire, United Kingdom ScottishPower Full time

Location Aspect House, G72 0HT / Hybrid

Salary circa £65,000 (dependent on experience), 20% bonus, car allowance and family health care.

Closing Date 9th August

Interviews anticipated w/c 19th August

Help us create a better future, quicker

Prevention is the core purpose of this role: by understanding key drivers of poor customer experience through all our operational processes, customer interactions and external factors there will be the ability to identify, design and implement solutions to prevent these complaints, minimising future risk and improving resolution timelines where a complaint is raised.

Data is key to this role: stop the volume of complaints (all types) being raised daily by understanding the profile and pattern of complaint types. Using data insight for trend analysis, propensity modelling, root cause analysis and monitoring of key triggers - to propose prevention strategies to Customer Business.

What you'll be doing

Implement changes that reduce costs (internal and external) to Customer Business without adversely impacting the customer experience. This is expected to be delivered through prevention strategies, automations, proactive customer management and operational efficiencies.

Focus on the use of new AI tools and platforms within Customer Business to drive change to how we manage contacts and drive down complaints - you will drive insight into key complaint risks and support AI resolution activity. Combined with focus on opportunity to use the Web / App to improve customer experience.

Be able to use data sources across Customer Business - of all types & processes, external and internal sources, and develop new insights from propensity modelling, as well as investigate additional sources that could bring further understanding for complaint reduction activity (system alerts for example).

Regular root cause analysis by the team to help quickly identify and qualify and new issues impacting the customer experience - this includes root cause automation techniques and delivering key reporting on key triggers for complaints - this will also involve supporting forecasting. Focus also on the customer - how do our customers want to interact with us: how are we meeting these expectations - identify strategies for different needs.

Have key awareness of the Energy market and the UK / Global economic situation and the impact this may have on both our processes and our customers. Ability to anticipate risks to our complaints position and action planning to protect that position.

Track changes made throughout Customer Business designed to improve complaints - confirm that they have had the intended result, benefit quantification model to be implemented and ensure follow-up with further improvements where required.

Work closely with Customer Service Head of Operational Customer Experience (Demand) to support delivery of a Cost to Serve model demonstrating the true cost of poor customer experience.

Support our commercial partners who are managing contacts and raising complaints. Seek to improve how some actions are managed within each centre to improve the likelihood of a quick resolution and reduce hand-offs or complaints.

Work closely with back office commercial partners that are tasked with resolving account issues related to customer contact or complaints. Identify opportunities to prevent as well as improve the speed of resolution.

What you'll bring

Educated to Degree level and evidence of relevant experience.

Managing people and motive to meet and exceed performance measures and business objectives.

Excellent knowledge of Customer Business value chain to identify and anticipate issues for the wider business.

Experience in a Complaints/Customer Service business improvement environment and / or experience of delivering improvements to a Customer Service department.

Experience of successfully delivering large improvement projects in challenging environments e.g., multiple vendors, technologies, geographies

Experience of leading diverse teams

Excellent communication and the ability to manage senior stakeholders: internal and external.

Promote a culture of creativity, knowledge sharing and growth.

Experience of improving customer front end systems

Ability to produce and analyse large volumes of complex data and derive solutions to problems.

Knowledge and understanding of the UK Energy Retail Market

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 ScottishPower

ScottishPower is part of the Iberdrola Group, one of the world's largest integrated utility companies and a world leader in wind energy. With a commitment to generate all of our energy from renewable resources and a drive to create the energy infrastructure of the future, we're at the forefront of the journey to Net Zero and investing over £6m every working day to make this happen. 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.

ScottishPower is 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 careers .

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