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.
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.
SSEN Transmission 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 louise.markwick@sse.com / 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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