Base Location: For this role, we require successful applicants to be based from one of our Scottish locations – Perth, Aberdeen, or Inverness

Salary: £33,063 - £38,404 + a range of benefits to support your finances, wellbeing and family.

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

The role

At SSEN Transmission, we’re dedicated to delivering exceptional service to the communities we serve. That’s why we’re recruiting Complaints Coordinators to play a key role in our newly established Complaints Resolution Team. You’ll be responsible for recording, managing, and responding to complaints related to our Transmission business, ensuring they are handled efficiently and in line with our new Complaints Process and KPIs. You will also work closely with internal stakeholders and subject matter experts to ensure timely and effective complaint resolution. If you thrive in a fast-paced environment, enjoy problem solving, and take pride in delivering outstanding customer service, this could be the role for you.

You will

• Own and manage complaints from receipt to resolution, ensuring a clear and structured approach while maintaining accurate records in the complaints database.
• Escalate high-value or complex complaints to the appropriate teams, ensuring compliance with response timelines and internal KPIs.
• Work closely with project teams, delivery teams, and key stakeholders to investigate, coordinate, and resolve complaints efficiently.
• Identify complaint trends, provide root cause analysis, and contribute to process improvements that enhance customer and stakeholder satisfaction.
• Ensure all responses are clear, professional, and aligned with best practices in complaint resolution, maintaining our reputation for customer service excellence.

You have

• Excellent written and verbal communication abilities to engage effectively with both internal and external stakeholders.
• Previous experience in a customer-facing, stakeholder engagement, or complaints resolution role, ideally within a regulated environment.
• Ability to analyse complaints, identify root causes, and work towards fair and effective solutions.
• Strong organisational skills to manage multiple complaints at various stages while maintaining accuracy and meeting deadlines.
• Confidence in engaging with different teams to ensure timely responses and proactive resolution of complaints.