Executive Complaints Officer

Base Location: Perth, Inveralmond House

Salary: £34,749 - £40,939 + a range of benefits to support your finances, wellbeing and family.

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

The role

As a Networks Executive Complaints Advisor, you will be based in our Customer Contact Centre, supporting both our Customer Service and Operational teams to deliver effective solutions and outstanding service to customers who have raised a complaint.

This is a fast-paced role where you will engage with customers who have escalated their concerns to our CEO, senior leaders within SSEN, and external third parties such as MPs/MSPs, the Energy Ombudsman, and Citizens Advice in both England and Scotland.

You will

- Communicate effectively with both internal and external stakeholders at all levels, providing guidance to support decision-making and uphold SSEN’s reputation.

- Manage high-level and third-party complaints, supporting customers throughout the entire Complaint Handling Process with empathy and professionalism.

- Take full ownership of assigned cases from start to finish, including contacting customers within agreed timescales, investigating their concerns, and delivering a coordinated company response.

- Ensure full compliance with GDPR by safeguarding customer data and clearly informing customers of their rights throughout the complaint process.

- Meet all required timescales and key milestones by accurately logging, updating, and managing complaints in the system.

You have

- Proven customer service experience, including effective handling of complaints.

- Strong verbal and written communication skills, with the ability to build positive relationships and engage confidently with a wide range of stakeholders.

- A willingness to learn and a proactive approach to development, as there are some technical elements are part of the role, full training and support will be provided.

- Excellent time management and the ability to prioritise effectively along with being highly organised, adaptable, and self-motivated.

About SSE

SSE has a bold ambition – to be a leading energy company in a net zero world. We're investing around £10 million a day in homegrown energy to help power a cleaner, more secure future.

SSEN Distribution, part of the wider SSE group, powers 3.9 million UK homes and businesses. Our team of more than 4,200 skilled engineers, customer service advisors and energy experts keep customers connected to a safe, reliable supply of electricity while investing in and developing the flexible networks needed for our low carbon future.

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 fiona.smith@sse.com / 01738 340954 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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