Lead Customer Liaison Officer

Job Description

At SP Energy Networks our focus is on harnessing technology and innovation to create the networks of the future. Our team is building a dynamic network to meet the changing demands for electricity and increasingly, renewable electricity - safely, securely and sustainably in the communities we serve.

At SP Energy Networks, we know people are central to building a better future, quicker and we are seeking new talent to join our team.

What you'll be doing

As the Lead Customer Liaison Officer, you will work closely with Strategic Connections, Distribution Policy, and District teams during a period of significant industry reform. You will also collaborate with the Customer Liaison team to protect SPEN's commercial objectives, meet licence obligations, and maintain high customer standards by developing, reviewing, and improving engagement processes and services.

• Leading our digital and in-person engagement with connected, and seeking to connect, customers and leading on dispute resolution actions with customers.
• Supporting the Customer Liaison Manager to maximise customer satisfaction through improving incentive opportunities in line with our Ofgem Distribution.
• Leading the implementation of a Distribution Connections Summit for our connected customers. This offers progress updates on connections, the latest developments within SPEN and an opportunity for customer feedback. Introducing new engagement touchpoints with our customers in relation to new policy and recurring queries. Crucially being the lead on the delivery and implementation of these.
• Working closely with NESO, TOs and DNOs to deliver a unified approach to customer service. Offering learnings and support across all organisations.
• Introducing new online tools and resources to support our customers to have improved knowledge when submitting their applications.
• Developing a function to deliver first class customer service and being a point of escalation with customer issues.

What you'll bring

• Strong customer engagement and stakeholder communication skills
• Commercial awareness with experience in dispute resolution
• Proven problem-solving and project management ability
• Familiarity with digital engagement tools and online resources
• Ability to collaborate across NESO, TOs, and DNOs
• Excellent interpersonal and organisational skills
• Adaptable, proactive, and committed to continuous improvement
• Degree in Communications, Marketing, Business, or related field (desirable)
• Knowledge of Ofgem Distribution incentives and policy implementation (desirable)

As a minimum, you will demonstrate:

• 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 Incentive Plan and Sharesave Scheme
• Payroll giving and charity matched funding
• Technology Vouchers - save more and spread the cost of your technology purposes
• Count us in - pledge to reduce carbon emissions and help fight climate change
• Electric Vehicle Schemes - to help you transition to green/clean driving
• Cycle to Work scheme and public transport season ticket loans
• Options to purchase 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.