Complaints Resolution Manager
* Job Number: 551867
* Closing at: Apr 17 2025 - 23:55 BST
Base Location: For this role, we require successful applicants to be based from one of our Scottish locations – Perth, Aberdeen, or Inverness
Salary: £33,500- £50,300 + performance related bonus + a range of benefits to support your finances, wellbeing and family.
Working Pattern: Permanent | Full Time | options available
At SSEN Transmission, we’re dedicated to delivering exceptional service to the communities we serve. That’s why we’re looking for a passionate and proactive Complaints Resolution Manager to lead our newly established Complaints Resolution Team. You’ll be responsible for leading a high-performing team to ensure complaints are handled efficiently and effectively. This is an exciting opportunity to shape and lead a new function within SSEN Transmission where you’ll be at the heart of ensuring a seamless, efficient, and fair complaints process that builds trust and confidence with our stakeholders. You’ll have the chance to improve processes, influence business decisions, and drive service excellence in a supportive and collaborative environment.
You will
* Manage, motivate, and develop a team of Complaints Coordinators, ensuring complaints are handled effectively and within agreed timescales, while championing a culture of continuous improvement.
* Oversee the full complaints process, ensuring all cases are logged, tracked, and resolved efficiently while minimising risk and reputational impact.
* Analyse complaints data to identify trends, recommend changes, and influence improvements across the business to enhance service delivery and customer experience.
* Build strong relationships across SSEN Transmission, working with senior leaders, project teams, and external stakeholders to ensure complaints are handled with transparency and fairness.
* Oversee reporting, ensure adherence to regulations and company policies, and drive best practices to position SSEN Transmission as an industry leader in complaints resolution.
You have
* Strong track record in managing and developing high-performing teams, particularly in customer service, complaints handling, or stakeholder engagement roles.
* Exceptional communication and problem-solving skills. Able to confidently engage with stakeholders at all levels, handle escalated complaints, and drive positive resolutions.
* Experience in analysing complaints data, identifying trends, and making recommendations to improve business processes.
* A customer-centric approach, passionate about delivering excellent service, ensuring complaints are handled fairly, and improving overall customer experience.
* Experience in a regulated environment (such as utilities, energy, or infrastructure) would be beneficial, along with an understanding of governance, compliance, and industry frameworks.
About SSE
SSE has a bold ambition – to be a leading energy company in a net zero world. We're 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.
own and operate the electricity transmission network across the north of Scotland. We transport energy from where it is generated to where it is needed, ensuring a safe and reliable electricity supply for the communities we serve. But that's not all – we're upgrading the grid to deliver cleaner, homegrown energy for the future and building a network for net zero to create secure power for generations to come.
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 / 01738 351671 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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