Connections Services Manager

Job Description

As Connections Services Manager, you'll be responsible for leading, developing and governing the Customer Contact & Connections team to deliver safe, compliant and high‑performing regulated services. The role ensures strict adherence to all Health & Safety requirements, customer quality standards, operational KPIs and regulatory licence obligations, including TTQ, GS Failures, service levels, call quality and accuracy measures. You'll be accountable for maintaining a trained, competent and well‑managed workforce, driving productivity, efficiency and customer satisfaction through strong performance management, quality assurance, process improvement and effective resource planning. This leadership position protects the business from regulatory, operational and customer risks while ensuring consistent delivery of safe, accurate and high‑quality customer interactions across the electricity distribution network.

What you'll be doing

• Ensure full regulatory compliance in the management of connection requests and quotation activities by maintaining robust processes, governance controls and reporting frameworks that meet all licence, quality and performance obligations.
• Embed Operational Excellence principles across all activities, driving standardisation, efficiency, accuracy and continuous improvement in customer and operational workflows.
• Lead, develop and manage teams to maximise capability, engagement and performance, ensuring every individual is supported to reach their full potential and contribute to the delivery of safe, compliant and high‑quality business outputs.
• Provide accurate, timely and transparent reporting of business deliverables in line with Iberdrola policies, internal governance requirements and external regulatory standards.
• Build, sustain and enhance strong stakeholder and customer relationships on behalf of ScottishPower, ensuring collaborative working that supports the delivery of strategic objectives and improves customer experience.
• Work collaboratively with all SPEN departments to ensure effective integration of priorities, alignment with wider strategic objectives and efficient end‑to‑end delivery of operational and customer commitments.
• Drive continuous performance improvement across all regulated outputs, operational KPIs and customer service measures, encouraging innovation and new ways of working to improve quality, efficiency and regulatory performance.

What you'll bring

• Significant experience leading operational teams within a performance‑driven and/or regulated environment, with a strong track record of driving change to deliver measurable performance improvements.
• Proven experience managing end‑to‑end operational performance, including quality, productivity, adherence, and the effective management of underperformance, using insight‑led interventions to improve outcomes.
• Demonstrable ability to analyse and interpret operational data, identifying root causes, implementing change initiatives and tracking impact to support continuous improvement.
• Strong communication and stakeholder management skills, with the ability to influence, challenge and collaborate to gain buy‑in for change.
• Experience delivering high‑quality customer service, including the confident handling and resolution of escalations while balancing service and performance priorities
• Excellent organisational and time‑management skills, with a proven ability to prioritise multiple, time‑critical activities in a fast‑paced environment.
• Experience producing accurate, clear and timely operational and/or regulatory reports, supporting governance, assurance and decision‑making.
• A track record of embedding new processes and ways of working, supporting teams through change to achieve sustainable performance and service improvements.

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.