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Incident Controller
Scottish Power
Coordinate network incident response, allocate resources and manage outage restoration.
7d ago
£32,240 - £40,300
Intermediate (4-7 years), Experienced (8-12 years)
Full Time
United Kingdom, Glasgow
Field
Company Size
5,750 across the UK Employees
Service Specialisms
Construction
Operation & Maintenance
Retail
Sector Specialisms
Power Grid
Renewables
Energy Retail
Role
What you would be doing
system updates
incident reporting
resource allocation
customer support
field coordination
process improvement
- 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.
- Produce mandatory reports for Electricity Supply Regulation 31 reports.
- Be actively involved in promoting Customer Service, and assisting when necessary to implement Customer Contact Plans and escalation process
- Correctly process PowerOn incidents, ensuring correct staff and contract resources are prioritised and dispatched to achieve supply restorations.
- Recording the use and location of test equipment.
- Liaise with Customer contact staff and Production Team to provide information when required.
- Pass defined work to other departments e.g. shrouding requests, hazard report forms, voltage checks, etc.
- 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.
- Monitor critical information and coordinate with other members of the incident management team to ensure incidents are prioritised accordingly.
- Liaise with operational staff to make ad-hoc updates to VPB.
- Manage customer phone calls in a professional manner, providing correct safety advice
- Liaise with DCC, Incident Management, Field Staff and customers to ensure customer information is of adequate standard and provided in a timely fashion.
- Work as a team with other Incident Controllers to seek to share workload and resources across zones.
- Be active in the improvement/development and introduction of new processes, procedures, initiatives and new technology
- Monitor work outstanding to ensure jobs are progressed.
- Assist in training of new appointees and support staff.
- Liaise with field staff to continually monitor incident/fault progress for GS and OS compliance and report exceptions.
- Assist field staff with information held in central systems to reduce the time taken to identify and locate supply problems.
What you bring
electrical fundamentals
poweron
umv
incident controller
customer service
nrswa
- Understanding of electrical fundamentals
- Developed communication and influencing skills.
- PC skills – Microsoft Office, UMV, PowerOn Call Taker, PowerOn Mobile.
- Awareness of the requirements and expectations of internal and external customers.
- Positive interactions with internal and External customers
- Awareness of potential health and safety issues associated with restoration and repair activities
- Excellent Telephone skills, manner and grammar.
- Understanding of the design principles of a low voltage electricity distribution network
- Awareness of the direction aims and objectives of Energy Networks, and specifically the electricity distribution process and fault management, restoration procedures.
- Awareness of network management systems.
- Customer service skills
- Knowledge of shift and standby working arrangements.
- Knowledge of Reg 31 reporting criteria.
- Working knowledge of PowerOn (or equivalent) and fault reporting.
- NRSWA as required
- Experience of Incident Controllers role
- Working knowledge of UMV
- Use of UMV, VPB, Netview
- Developed customer service skills and knowledge of customer contact process.
- Working knowledge of Poweron
- IT Systems competences
- Understanding of electrical fundamentals, including voltage, current, impedance
- Telephone skills
- Awareness of Guaranteed standards.
- Understanding of the design principles of a LV electricity distribution network
- 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
- Technology Vouchers – save more and spread the cost of your technology purchases
- Plus shopping, leisure, restaurant and gym discounts, and unique employee deals on travel insurance and more
- Life Assurance (4x salary)
- Access to Savesmart financial wellbeing support
- Holiday Purchase – perfect your work/life balance with extra annual leave
- 36 days annual leave
- Share Schemes
Information not given or found
Interview process
Information not given or found
Visa Sponsorship- company will support necessary immigration requirements for non‑citizen applicants.
Information not given or found
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Company
Overview
£9.5 billion
Annual Revenue 2023
Generated through operations in energy networks, renewables, and retail and wholesale energy services.
£8.4 billion
Annual Revenue 2022
Reflects the company's performance across various energy-related business units.
13.1%
Year-On-Year Growth
Increase in annual revenue from 2022 to 2023.
- 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.
- *SUSTAINABLE ENERGY:* Emphasises pioneering renewable energy, creating economic, social, and environmental value, with a commitment to safety, environmental respect, and ethical, rational, responsible actions.
- *INTEGRATING FORCE:* Acts as a dynamic and responsible force for change, fostering collaboration, sharing knowledge, encouraging diversity, and growing talent to achieve common goals.
- *DRIVING FORCE:* Focuses on bringing about efficient change by challenging processes, innovating for continuous improvement, and anticipating customer needs.
2040 Target
Net Zero Commitment
Committed to achieving net zero emissions by 2040.
100% Renewable
Clean Energy Production
All electricity generated from UK windfarms, ensuring a sustainable energy supply.
1,157 Turbines
Wind Energy Network
Operates a network of 1,157 turbines across onshore windfarms, contributing to significant renewable energy generation.
38 Windfarms
Energy Infrastructure
Maintains 38 onshore windfarm sites, supporting the transition to clean energy.
- ScottishPower is a leader in renewable energy.
- Enough electricity to power over 1.2 million homes, nearly half the homes in Scotland.
- Capacity to generate 1,948 MW of electricity.
35% Women Target
% of senior management roles
Target for women in senior management roles by 2030.
32% Female Representation
% in senior management
Increase in female representation in senior management from 26% in 2021 to 32% in 2022.
- Collaborates with several recognised organisations to enhance its commitment to diversity and inclusion, such as the Business Disability Forum, The Armed Forces Covenant, Carers UK, ENABLE Scotland, and POWERful Women. It holds the highest level of accreditation of the Armed Forces Covenant (Gold Status) and received the Inclusive Workplace Award from the Scottish Union of Supported Employment for two consecutive years.
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