Escalations Specialist

Base Location: You'll be expected to spend 50% of your working week in our Belfast office

Salary: £28,400 - £33,000 + performance-related bonus + a range of benefits to support your finances, wellbeing and family.

Working Pattern: Permanent | Full Time | Flexible First options available

The role

As our Escalations Specialist, you will play a pivotal role in delivering exceptional customer outcomes by managing complex customer complaints and escalations, supporting frontline teams, and driving continuous improvement across the business.

You will

• Manage customer complaints and escalations, ensuring timely and effective resolution.
• Provide expert operational support and guidance across the business.
• Support and enhance regulatory compliance, reporting, and governance processes.
• Conduct root cause analysis to identify trends and drive continuous improvement initiatives.
• Build and maintain strong relationships with internal and external stakeholders to support issue resolution and business objectives.

You have

• A strong understanding of regulatory requirements, compliance standards, and customer complaint handling.
• Excellent problem-solving, critical thinking, and decision-making skills.
• Strong verbal and written communication skills.
• The ability to manage multiple priorities and meet deadlines in a fast-paced environment.
• Experience analysing data, identifying trends and implementing performance improvement opportunities.

About SSE

SSE’s purpose is to be restless every day until we make electricity clean, affordable and available for all.

We do this by developing, building, operating and investing in electricity infrastructure and businesses needed in the energy transition. This includes electricity transmission and distribution networks, onshore and offshore wind farms, hydro-electric power and flexible thermal generation. We also provide products and services for businesses and other customers.

Our investment plan will see SSE invest £33bn in critical electricity infrastructure to 2030.

With over 725,000 electricity and gas customers across the island of Ireland, SSE Airtricity helps homes and businesses play their part in the clean energy transition. We're more than just an energy provider, delivering energy saving services to homes and businesses, heling them become more efficient and cost-effective.

Flexible benefits to fit your life

Enjoy discounts on private healthcare and gym memberships. Wellbeing benefits like a free online GP and 24/7 counselling service. Interest-free loans on tech and transport season tickets, or a new bike with our Cycle to Work scheme. As well as generous family entitlements such as maternity and adoption pay, and paternity leave.

Work with an equal opportunity employer

SSE will make any reasonable adjustments you need to ensure that your application and experience with us is positive. Please contact Andy on andrew.elder3@sse.com / 01738 340826 to discuss how we can support you.

We're dedicated to fostering an open and inclusive workplace where people from all backgrounds can thrive. We create equal opportunities for everyone to succeed and especially welcome applications from those who may not be well represented in our workforce or industry.

Ready to apply?

Start your online application using the Apply Now box on this page. We only accept applications made online. We'll be in touch after the closing date to let you know if we'll be taking your application further. If you're offered a role with SSE, you'll need to complete a criminality check and a credit check before you start work.

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