Consumer Vulnerability Team Leader

5 months ago

Glasgow, United Kingdom Scottish Power Full time

Consumer Vulnerability Team Leader

SP HQ, 320 St Vincent Street, Glasgow, G2 5AD

Hybrid working

Fixed-Term for up to 18 months

Help us create a better future, quicker

The role of the Consumer Vulnerability Team Leader sits within the Customer Experience & Vulnerability function of Customer Service, SP Energy Networks, reporting to the Social Obligations Lead. You’ll be responsible for managing the Social Obligations & Vulnerability Support Team who delivers administration and support services for our customers in vulnerable situations. You’ll manage and grow our partner network and support the Social Obligations Lead to develop leads and opportunities in line with our Consumer Vulnerability Strategy. You’ll also drive performance and improvements within the team to help deliver the incentives for Customer Satisfaction and Consumer Vulnerability.

What you’ll be doing
- Management of Social Obligations and Vulnerable Customer Support team processes
- Lead the team of Social Obligations Co-Ordinators and Customer Resolution Team members to drive excellent customer satisfaction scores
- Build strong partnerships with various organisations to assist the delivery of our commitments.
- Responsible for working across all teams in SP Energy Networks to promote and raise awareness of the Priority Services Register and Additional Support Services
- Management of the PSR - accountable for the reporting and initiatives to close the gaps to target.
- Continually maximise productivity through monitoring of work processes and outputs
- Ensuring our processes are robust and engaging our internal and external contacts to provide our customers with value added benefits and excellent customer experiences.
- Responsible for documenting any improvements, efficiencies and learnings and agree a plan with relevant operational areas to cut through issues quickly
- Responsible for managing the Social Referrals Telephone line to manage Service Level Agreements to deliver maximum productivity within the team -Responsible in developing your team with the necessary skills and experience to deliver a number one service
- Ensuring processes are followed in line with GDPR.
- Ensure team is aware of and complies with Company Health, Safety and Environmental requirements and update them on issues as they arise

What you’ll bring

We are looking for individuals who have a positive and flexible approach to work, who can engage with people at all levels both internally and externally and building relationships across all departments. You will be well organised, have experience of being a self-starter in a busy team and possess the following:

- Customer Service experience at Team Leader or Manager level
- Ability to display a positive can-do attitude and promote staff morale
- Experienced in Personal Objective planning and conducting regular one to ones
- Ability to create improvement plans and deliver on them to help shape the team strategy
- Flexibility to do what is required to ensure a balance workload to accommodate the delivery of the team objectives
- Ability to create reporting and scorecards to track performance.
- Confidence in own abilities to be able to use initiative to lead and cut through issues.
- Ability to react quickly and adapt to changing priorities within a fast-paced environment
- Ability to deliver actions quickly to a high standard
- A valid Driving Licence as there will be a need to travel to various locations (both North and South) and may involve overnight stays
- Required to take up a storm role in events/busy periods

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

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