Head of Customer Service GB – Scottish and Southern Electricity Networks
Location: Perth, Reading, Portsmouth or any SSEN license area location
Salary: £101,000 - £151,400 + car/car allowance + performance‑related bonus + a range of benefits to support your finances, wellbeing and family.
Working pattern: Permanent | Full Time | Flexible First options available
Role overview: The Head of Customer Experience will have overall responsibility for driving the customer service framework and experience for the Distribution business. This role will lead the development and implementation of strategies to foster a customer‑centric culture and ensure the delivery of exceptional service standards.
Key responsibilities:
* Align culture, behaviours, processes, people and offerings with current needs and future demands, ensuring Distribution remains ahead in customer service innovation.
* Accountable for customer service delivery across Distribution, building a scalable and flexible organisation that supports a personalised customer experience including leveraging technologies such as the Amazon Connect cloud platform.
* Oversee the fulfilment of both current and future business plan commitments regarding customer service and the Customer Vulnerability Strategy.
* Play a pivotal role in embedding a digital strategy throughout the Distribution business, streamlining processes, and enhancing overall customer satisfaction and engagement across all touchpoints.
* Respond to emergency events including severe weather and coordinate response teams across both licence areas to ensure maximum availability and efficiency.
Qualifications & experience:
* Proven knowledge and experience of developing and implementing Customer & Stakeholder strategy.
* Knowledge of the UK regulated environment and detailed knowledge of Customer Service obligations for electricity distribution.
* Leadership and people‑management skills and significant experience of leading and motivating large teams across different locations.
* Excellent interpersonal and engagement skills with the proven ability to influence internal and external stakeholders.
* Resilience, tenacity and the ability to deliver positive results under pressure.
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 powers 3.9 million UK homes and businesses.
Benefits:
* 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 through the Cycle to Work scheme.
* Generous family entitlements such as maternity, adoption pay and paternity leave.
Equal opportunity employer: SSE will make any reasonable adjustments you need to ensure a positive application experience. Contact Jim at james.walker2@sse.com or 01738 341514 for support.
Ready to apply? Start your online application using the “Apply Now” box on this page. We only accept applications made online. After the closing date, we’ll let you know if we’re taking your application further. If offered a role, you’ll need to complete a criminality check and a credit check before you start work.
Referral: Referrals increase your chances of interviewing at Scottish and Southern Electricity Networks by 2x.
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