Job Title: Senior Operational Manager - Complaints
Location: Aspect House, Blantyre (Hybrid)
Salary: From £66,000 per annum + up to 20% bonus, car allowance, family private medical insurance + other excellent benefits
Closing Date: 21.06.2026
Help us create a better future, quicker
ScottishPower are entering a new market and require a dynamic and customer focused operational leader to establish and lead a high-performing complaints operation. The role holder will have end-to-end accountability for the management of effective, timely and fair resolution of customer complaints across all channels, including complex and escalated cases through Alternative Dispute Resolution (ADR).
The role is responsible for designing and implementing the operating model, including building and managing internal and outsourced delivery teams, ensuring consistent, high-quality outcomes aligned to regulatory standards, customer expectations and commercial objectives.
Working in partnership with third-party suppliers and internal stakeholders, the postholder will set clear performance, quality and governance frameworks to deliver best-in-class complaint management, drive continuous improvement, and reduce complaint volumes and cost-to-serve, while ensuring robust risk, control and compliance standards are upheld.
What you’ll be doing
- Working in partnership with third-party suppliers and internal stakeholders, the postholder will set clear performance, quality and governance frameworks to deliver best-in-class complaint management, drive continuous improvement, and reduce complaint volumes and cost-to-serve, while ensuring robust risk, control and compliance standards are upheld.
- Own end-to-end operational delivery of the complaints function across all channels (phone, email, web, written correspondence and social escalations), ensuring timely, fair and well-evidenced outcomes.
- Provide senior leadership across internal and partner/outsourced complaint-handling teams, setting direction, priorities, standards and controls
- Set and embed quality standards (incl. empathy, ownership, clarity of explanation and remedy accuracy), using call/case assurance, calibration and targeted coaching to drive consistency.
- Act as the operational point of contact for external stakeholders (e.g., ADR body , consumer advocacy organisations) and ensure learning is embedded back into operations and product/service teams.
- Deliver performance against agreed service levels, quality and cost, using insight and governance to manage risk, reduce repeat contacts and improve first-time resolution.
- Ensure new product-specific complaint drivers (provisioning delays, intermittent service, speed/coverage, billing, missed engineer appointments, contract changes and vulnerability needs) are managed through effective cross-functional working and continuous improvement.
- Provide effective case governance for high-risk and high-impact complaints, ensuring correct triage, escalation, decision-making and remedy approval (including vulnerability considerations).
- Effectively manage external supplier delivery to contractual KPI’s.
- Act as the operational owner for external escalations (ADR), ensuring robust evidence packs, accurate narratives, and timely responses; track outcomes, costs and systemic learnings.
- Working with complaint MI and insight colleagues ensure that full reporting and tracking is in place, including volume, drivers, root cause, repeat contact, resolution effectiveness and customer outcomes; translate insight into prioritised actions and measurable benefits.
- Work across the business with Operations teams , Network/Technology, Field Engineering, Billing and Product to remove root causes (e.g., provisioning delays, missed appointments, intermittent service, speed issues, billing disputes) and prevent recurrence.
- Ensure the operation maintains a strong risk, control and compliance framework (data protection, security, record keeping, audit readiness), and that colleagues follow policies and procedures.
- Manage operational readiness for demand spikes and major incidents, including resourcing plans, backlogs, customer communications, and clear escalation routes.
- Overall accountability for product complaint outcomes, service levels, customer impact, and external escalation performance (including associated costs and redress).
- Own and maintain a suite of end-to-end complaint processes across our new product (provisioning, faults, billing, contracts, vulnerability, and service assurance), including multi-channel workflows.
- Lead performance management for complaint-handling teams (and outsourced partners where applicable), covering productivity, quality, customer outcomes and compliance.
- Deliver business outcomes across complaints reduction, cost-to-serve, and customer experience measures; ensuring MI supports clear actions and prioritisation.
- Manage key compliance indicators across product complaint handling (data protection, security, record keeping, customer vulnerability, and fair outcomes) for internal and external resources.
What you’ll bring
- Proven senior operational management experience in a complaints / contact centre environment, within telecommunications
- Strong knowledge of service delivery and customer journeys (sales, provisioning, installation, faults/repair, network performance, billing and contract management).
- Experience of working with external escalation routes and consumer bodies (e.g., ADR / ombudsman processes), including evidence management and response governance.
- Excellent stakeholder management skills with the ability to influence at senior leadership level across Operations, Product, Technology/Network and Commercial functions.
- Strong working knowledge of risk, control, and data protection requirements, with the ability to operate in a regulated, evidence-based environment.
- Demonstrable capability in performance management, quality frameworks and continuous improvement (e.g., Lean/Six Sigma), translating insight into measurable change.
- Clear, confident communicator able to simplify complex operational issues for a broad audience and drive alignment on actions and priorities.
- Strong commercial and numerical skills, including budgeting, cost-to-serve management, and benefits tracking for improvement initiatives.
Minimum Criteria
- Substantial senior operational leadership experience in complaints, customer operations / contact centre environment, including direct accountability for performance and outcomes.
- Proven experience leading escalated and complex complaints (including high-risk/vulnerability cases) with demonstrable delivery of improved speed, quality and sustained resolution.
- Strong telecommunications operational knowledge across the end-to-end customer journey (sales, provisioning, installation, faults/repair, network performance, billing and contract management).
- Demonstrable experience owning external escalation governance (ADR / ombudsman), including evidence pack standards, response quality control, tracking outcomes/costs and embedding learning.
- Experience operating a robust risk, control and compliance framework (data protection, security, audit readiness, record keeping), with confidence making balanced, evidence-based decisions.
- Strong performance management capability, including setting targets, managing through leaders, and driving measurable improvements using MI, root-cause analysis and continuous improvement methods.
- Proven ability to influence senior stakeholders across Operations, Network/Technology, Field Engineering, Billing and Product to remove root causes and deliver cross-functional change.
- Experience managing third-party / outsourced service delivery (commercial performance, governance and quality controls) (desirable).
What’s in it for you
As well as a competitive salary which is reviewed annually, you can also enjoy a number of other benefits. With our pension scheme, we’ll double match your contribution up to a company contribution of 10%.
At ScottishPower, we believe it’s the little things we do in life that make a big difference. From helping you look after your family’s wellbeing, save for your future and take personal steps for climate action – our benefits are designed to help you do just that - so that you have everything you need to take care of your world – today and tomorrow. That’s why our benefits include:
- 36 days annual leave
- Holiday Purchase – perfect your work/life balance with extra annual leave
- Share Schemes
- Payroll Giving and Charity Matched Funding
- Technology Vouchers
- Electric Vehicle Schemes
- Cycle to Work scheme and Public Transport Season Ticket Loans
- Healthcare benefits including Dental Insurance, Private Medical Insurance and Health Cash Plan
- Annual Health Assessments
- Life Assurance (4x salary)
- Financial wellbeing support
- Discounts on shopping, leisure, travel and more
Why ScottishPower
ScottishPower is part of the Iberdrola Group, one of the world’s largest integrated utility companies and a world leader in wind energy. With a commitment to generate all of our energy from renewable resources and a drive to create the energy infrastructure of the future, we’re at the forefront of the journey to Net Zero and investing over £6m every working day to make this happen.
Inclusion, diversity and a shared sense of purpose are at the heart of everything we do. We’re proud to create an environment where everyone can thrive and contribute to building a more sustainable future.
We are committed to providing support or adjustments throughout our recruitment process. If you require assistance, please contact: [email protected]
Mobility
Please note that any applicant who is not a citizen of the country of the vacancy will be subject to compliance with the applicable immigration requirements to legally work in that country. If/when required, the Company will support the employee with the necessary Immigration requirements.
I MPORTANT
Advert will close at 23:59 GMT the day before Job Posting End Date below
June-21-2026
