Process and Service Lead

1 month ago


Glasgow, Glasgow City, United Kingdom iberdrola Full time

Job Title: Process and Service Lead - Electrical and Technical Compliance Expert

About the Role

We are seeking a highly skilled Process and Service Lead to join our team, responsible for providing support, coaching, and compliance auditing across the Connections Services Design Team and Customer Contact teams.

Key Responsibilities

  • Ensure all technical designs are compliant with SPEN policies & standards, including H&S working practices.
  • Authorise all design projects, guaranteeing consistency across all technical elements, whilst ensuring compliance is met across all licensing requirements and customer contact points throughout the customer journey.
  • Contribute to ensure audit and reporting mechanisms are in place to meet all regulatory requirements, preparing this monthly for the department's regulatory reporting responsibilities, including driving any improvements identified through these processes.
  • Coach and mentor across our customer contact teams looking at process compliance along with overall governance within these fast-paced call centre environments.

Requirements

  • Electrical Knowledge preferred / Electrical Qualification Preferred
  • Ability to identify training & development needs and give direction to achieve goals
  • Resource Planning skills and productivity measuring
  • Knowledge of Health and Safety Requirements
  • Knowledge of relevant Key Performance Indicators and targets
  • Awareness of quality management systems development, implementation, and audit
  • Call centre management experience preferred

What We Offer

As a Process and Service Lead, you will enjoy a competitive salary, reviewed annually, and a range of benefits, including a pension scheme, holiday purchase, share schemes, and more.

We believe it's the little things we do in life that make a big difference. 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.

At ScottishPower, we value our employees and offer a range of benefits to support their wellbeing, including healthcare options, life assurance, and access to Savesmart financial wellbeing support.

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.



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