Incident Controller

Job Description

As an Incident Controller, you'll be responsible for the real-time coordination and management of network incidents across the franchise area, ensuring accurate outage management, resource allocation, customer communications, and regulatory reporting. The role maintains and updates PowerOn and associated systems, supports informed decision-making by providing timely customer and network information to field teams, manages vulnerable customer processes, handles overnight customer enquiries, and promotes the effective use of PowerOn Mobile to support efficient network restoration and a high standard of customer service.

What you'll be doing

• Correctly process PowerOn incidents, ensuring correct staff and contract resources are prioritised and dispatched to achieve supply restorations.
• Monitor critical information and coordinate with other members of the incident management team to ensure incidents are prioritised accordingly.
• Decide on the best allocation of jobs to optimise the utilisation of field resources and escalate staff surpluses/deficiencies to achieve performance requirements in the most cost-effective manner. Allocation through PowerOn Mobile to be maximised.
• Liaise with field staff to continually monitor incident/fault progress for GS and OS compliance and report exceptions.
• Work as a team with other Incident Controllers to seek to share workload and resources across zones.
• Ensure all systems are updated to required standards and complete reporting associated with operations processes.
• Ensure all vulnerable customer(s) are supported and managed positively throughout and this information is updated on the incident log. Ensure that all requests and information are followed through and recorded.
• Assist field staff with information held in central systems to reduce the time taken to identify and locate supply problems.
• Use of UMV, VPB, Netview
• Recording the use and location of test equipment.
• Produce mandatory reports for Electricity Supply Regulation 31 reports.
• Liaise with operational staff to make ad-hoc updates to VPB.
• Liaise with DCC, Incident Management, Field Staff and customers to ensure customer information is of adequate standard and provided in a timely fashion.
• Be actively involved in promoting Customer Service, and assisting when necessary to implement Customer Contact Plans and escalation process
• Assist in training of new appointees and support staff.
• Monitor work outstanding to ensure jobs are progressed.
• Pass defined work to other departments e.g. shrouding requests, hazard report forms, voltage checks, etc.
• Be active in the improvement/development and introduction of new processes, procedures, initiatives and new technology
• NRSWA as required
• Liaise with Customer contact staff and Production Team to provide information when required.
• Manage customer phone calls in a professional manner, providing correct safety advice

What you'll bring

• Awareness of the direction aims and objectives of Energy Networks, and specifically the electricity distribution process and fault management, restoration procedures.
• Awareness of potential health and safety issues associated with restoration and repair activities
• Understanding of electrical fundamentals, including voltage, current, impedance
• Understanding of the design principles of a low voltage electricity distribution network
• Awareness of the requirements and expectations of internal and external customers.
• Working knowledge of PowerOn (or equivalent) and fault reporting.
• PC skills - Microsoft Office, UMV, PowerOn Call Taker, PowerOn Mobile.
• Developed customer service skills and knowledge of customer contact process.
• Developed communication and influencing skills.
• Excellent Telephone skills, manner and grammar.
• Knowledge of shift and standby working arrangements.
• Knowledge of Reg 31 reporting criteria.
• Awareness of network management systems.
• Awareness of Guaranteed standards.
• Positive Team Member
• Positive interactions with internal and External customers

Minimum Criteria

• Working knowledge of Poweron
• Customer service skills
• IT Systems competences
• Telephone skills
• Understanding of electrical fundamentals
• Understanding of the design principles of a LV electricity distribution network
• Working knowledge of UMV
• Experience of Incident Controllers role

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.