Customer - BE - Income Team Manager

Base Location: Perth 

Salary: £43,704 - £51,484 + a range of benefits to support your finances, wellbeing and family. 

Working Pattern: Fixed Term Contract | Full Time| Flexible First options available 

The role 

The role has direct people management responsibilities for c. 8-10 direct reports.  The role holder will work closely with the senior income analysts and management team to ensure effective operational delivery, and also collaborate on improvement initiatives. 

The role holds operational responsibility for the successful execution of assigned Income processes and controls, including cash allocation, suspense account open item management, refund processing, Direct Debit processing, banking and related reporting.  

There will be escalation and approval responsibilities. 

Performance management will be a key responsibility, both proactive (121’s, objective setting and targets, performance reviews), reactive (in the moment coaching and feedback) and compliance-related (quality assurance) and HR related (incl. absence monitoring) so that we support our team to develop to its full potential. 

You will 

• Support the team to provide high quality customer service, nurturing a strong culture of Operational Excellence and Continuous Improvement 

• Monitor and drive daily operational team performance, tracking outcomes and customer interactions with appropriate metrics and targets (internal and external) 

• Motivate the team, providing guidance to support the team to effectively manage routine and more complex customer queries and problems; taking good decisions that will serve the customer well. 

• Develop and deliver the necessary regular and ad-hoc reporting. 

• Support robust resource management and work allocation within the team, ensuring the team is adequately resourced and has the right skills. 

• Hold daily and weekly team meetings,121’s and performance review meetings. 

You have 

• Ability to work in a virtual and matrix structure (the Income team comprises five process pillars with staff based across three locations) 

• Experience of high-volume transaction processing teams 

• Understands risk and can lead on developing risk-based solutions 

• Able to understand key process drivers and challenges and communicate them in simple terms, at all levels of the organisation 

• Excellent written and verbal communication skills; strong numeracy skills 

• Commitment to lead by example to develop an increasingly positive working culture, that embraces Diversity and Inclusion. 

About SSE 

SSE has a bold ambition – to be a leading energy company in a net zero world. We're building the world's largest offshore wind farm. Transforming the grid to provide greener electricity for millions of people and investing over £20 billion in homegrown energy, with £20 billion more in the pipeline. 

SSE Energy Solutions support UK organisations by delivering energy and low-carbon energy solutions. These include EV hubs, solar systems, smart technologies, and heating and cooling networks. We power the net zero transition by helping customers cut carbon and costs, and by building and investing in flexible energy infrastructure. 

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 zoe.gillespie@sse.com 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.