Customer Interface Team Leader

ScottishPower; Liverpool; On-site; GBP 44,000 - 55,000; Full time

Job description

Customer Interface Team Leader

Liverpool City Centre - Office based with occasional travel to sites required

£44,000 - £55,000 per annum + strong benefits package and excellent career progression opportunities/support.

Permanent / Full-time

Help us create a better future, quicker

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. We know people are central to building a better future, quicker, and we are seeking new talent to join our team in the Merseyside District.

What you'll be doing

We are seeking an experienced and dynamic Project Manager to oversee our Customer & Community engagement initiatives. This role involves managing a small team of three, handling customer enquiries related to safety-critical works, overseeing district planned outages, monitoring customer survey scores, and supporting community and stakeholder engagement activities for larger capital investment schemes.

Additionally, the Project Manager will be responsible for managing service partners, delivering minor capital works associated with network/public hazards, project forecasting and reporting on project progress and outcomes.

This role is based in the Merseyside Office in Liverpool City Centre and reports to Merseyside's Senior Project Engineer.

Responsibilities:

• Liaise with customers and service partners to facilitate the delivery of works.
• Prioritise tasks accordingly with project risk ensuring continuous program delivery, minimal delays and minimal commercial impacts.
• Work towards a zero-accident culture and lead by example.
• Help maintain a safe and secure network.
• Lead, manage & develop a small team, ensuring effective collaboration and performance.
• Through team leadership, handle and resolve customer enquiries related to safety-critical works, providing timely and accurate information.
• Take a leading role in district overseeing community engagement, major events that may be impacted by our network operation and develop/improve processes to help us achieve maximum incentive in our customer service commitments.
• Oversee the planning and execution of district planned outages, ensuring minimal disruption and effective communication with affected customers.
• Monitor and analyse customer survey scores to identify areas for improvement and implement strategies to enhance customer satisfaction.
• Support community and stakeholder engagement activities, fostering positive relationships and ensuring alignment with organisational goals.
• Manage service partners to ensure the delivery of high-quality services and adherence to project timelines.
• Conduct project forecasting to anticipate resource needs and potential challenges.
• Utilise Salesforce for project management, tracking progress, and maintaining accurate records.
• Prepare and present regular reports on project status, customer feedback, and community engagement outcomes to senior management.

What you'll bring

• Enthusiastic and flexible individual who is self-motivated with the drive to succeed.
• Experience in project management, preferably in customer or community-focused roles.
• Ability to communicate and present information effectively at all levels.
• Ability to deliver objectives without compromising on safety, quality, or customer service.
• Good organisation and time management skills.
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Ability to handle multiple tasks and prioritize effectively.
• Experience in managing service partners and delivering capital works projects.
• Proficiency in project forecasting and resource planning.
• Strong analytical skills for monitoring and improving customer survey scores.
• Commitment to fostering positive community and stakeholder relationships.
• Experience in customer service processes and standards within a service delivery or operational environment would be appreciated to ensure high-quality delivery/customer satisfaction.

To be successful in this role you will need to demonstrate as a minimum:

• Relevant customer service, program delivery or service delivery experience.
• Experience managing a small team, or managing projects teams/resources.
• Computer literacy

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 [e-mail].