About The Role

Customer Service and Vulnerability Lead

ScottishPower HQ, 320 St Vincent Street, Glasgow, G2 5AD OR 3 Prenton Way, North Cheshire Trading Estate, Prenton, Wirral, CH43 3ET
Salary from £45,400 - £56,750 per annum
Hybrid working arrangement

Closing Date: Monday 7th of September 2026

Help us create a better future, quicker

As Customer Service and Vulnerability Lead, you’ll be responsible for customer service & vulnerability training across SP Energy Networks to support the delivery of regulatory incentives (BMCS Customer Satisfaction & Consumer Vulnerability).

You’ll be responsible for identifying training needs, create training plans, and deploy effective training programs to improve employees’ skills, productivity, and quality of work. You’ll assess training program effectiveness, manage training budgets, and stay updated on training trends to ensure the organization’s training initiatives are aligned with business goals and employee development needs.

What you’ll be doing

Identifying and assessing future and current training needs
Drawing an overall or individualized training and development plan
Deploying a wide variety of training methods
Engagement with all teams to understand the work programme and evidence that needs to be delivered
Work closely with key SPEN managers to create material to support changes to Business process
Ability to scoping and design training material
Responsible for the overarching engaging, planning training for all areas of the business
Responsible for the overarching keeping robust training records to demonstrate evidence
Overseeing development of new start programme to set out guidance and training for new trainees, apprentices etc – embedded into their on boarding programmes.

What you’ll bring

Candidates will bring proven experience in designing, implementing and delivering successful customer service and vulnerable customer training programmes, with a strong track record of driving improvements in customer experience. They will be skilled in delivering engaging learning through a range of methods, including coaching, mentoring, classroom training, workshops, simulations, on-the-job learning and e-learning. With excellent collaboration and stakeholder management skills, they will be able to build effective relationships, adapt to changing business needs and contribute to a culture of continuous improvement. A passion for developing people, supporting career growth and embedding best practice is essential, alongside the flexibility and willingness to travel across North and South licence areas and work away from home when required.

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 2045. And we’re taking it very seriously. We’re investing >£10 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 careers@scottishpower.com .

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.