Lead Customer Liaison Officer

Overview

Lead customer liaison officer to improve engagement, dispute resolution, and stakeholder coordination.

Key Responsibilities

• stakeholder collaboration
• customer engagement
• incentive optimisation
• summit implementation
• escalation management
• online tools

Tasks

-Working closely with NESO, TOs and DNOs to deliver a unified approach to customer service. Offering learnings and support across all organisations. -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. -Developing a function to deliver first class customer service and being a point of escalation with customer issues. -Introducing new online tools and resources to support our customers to have improved knowledge when submitting their applications.

Requirements

• project management
• problem solving
• commercial awareness
• stakeholder communication
• digital engagement
• degree

What You Bring

-A track record of delivery or project management, ideally in a relevant area of activity. -Knowledge of Ofgem Distribution incentives and policy implementation (desirable) -Commercial awareness with experience in dispute resolution -Expertise in critical problem solving & challenging to deliver best in service. -Familiarity with digital engagement tools and online resources -Excellent interpersonal and organisational skills -Experienced in stakeholder communication & engagement skills. -Strong customer engagement and stakeholder communication skills -Degree in Communications, Marketing, Business, or related field (desirable) -Adaptable, proactive, and committed to continuous improvement -Proven problem-solving and project management ability -High level of commercial skills and experience. -Experience of customer engagement, preferably in related fields. -Ability to collaborate across NESO, TOs, and DNOs

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Benefits

-Life Assurance (4x salary) -Share Incentive Plan and Sharesave Scheme -Options to purchase dental insurance, private medical insurance, health cash plan and annual health assessments -36 days annual leave -Electric Vehicle Schemes – to help you transition to green/clean driving -Technology Vouchers – save more and spread the cost of your technology purposes -Access to Savesmart financial wellbeing support -Holiday purchase – perfect your work/life balance with extra annual leave -Plus shopping, leisure, restaurant and gym discounts, and unique employee deals on travel insurance and more -Cycle to Work scheme and public transport season ticket loans

About Scottish Power

-Operates in electricity generation, transmission, and distribution and specialises in renewable energy, particularly onshore and offshore wind farms, and manages the transmission and distribution networks in South and Central Scotland, as well as parts of North Wales and North West England. -Provides electricity and gas to residential, commercial, and industrial customers across the UK, offering services such as smart metering, energy efficiency advice, and home services like boiler care and maintenance. -Has three main divisions: Energy Networks, Renewables, and Energy Retail and Wholesale.

Sector Specialisms

Visa Sponsorship

-company will support necessary immigration requirements for non‑citizen applicants.