Complaints Coordinator

Base Location: For this role, we require successful applicants to be based from one of our Scottish locations and you'll be expected to spend 50% of your working week in the office - Perth, Aberdeen, or Inverness

Salary: £34,749 - £40,939 + a range of benefits to support your finances, wellbeing and family.

Working Pattern:12 Month Fixed Term Contract Full Time Flexible First options available

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, compliments, and feedback 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.

• Own and manage complaints, compliments, and feedback 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.

• 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.

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.

SSE will make any reasonable adjustments you need to ensure that your application and experience with us is positive. Please contact to discuss how we can support you.