Job title: Operations Improvement ManagerLocation: Glasgow HQ, Warrington, Wrexham (flexible/hybrid)Salary: From £40,400 per annum + other excellent benefits
Help us create a better future, quicker.
Join ScottishPower as an Operations Improvement Manager and play a key role in transforming how we handle broadband complaints across the UK. You’ll drive meaningful change by developing training materials and knowledge frameworks that empower our complaint handling teams. Working across internal teams and external partners, you’ll ensure every colleague has access to clear, effective training content that enables them to deliver consistent, high‑quality service. This is your opportunity to make a tangible impact on customer satisfaction while building capability across our broadband operations.
What you’ll be doing
- Take ownership of the lifecycle of broadband complaint training materials, from initial development through continuous improvement.
- Maintain governance over all training and knowledge materials, establishing structured review cycles, approval processes, and version control systems.
- Review complaint outcomes, ADR feedback, and quality findings to identify patterns and embed learnings into updated training content.
- Guide the development of internal learning platforms and AI‑enabled tools to enhance colleague capability and drive right‑first‑time outcomes.
- Coordinate with internal stakeholders and outsourced partners to ensure training standards are consistently applied across all broadband complaint channels.
- Facilitate operational changes by creating communication materials, delivering training updates, and overseeing training effectiveness to improve quality, compliance, and customer satisfaction.
What you’ll bring
- Substantial experience developing and delivering training materials within broadband, telecommunications, utilities, or another regulated service environment.
- Proven ability to create structured learning programs, process guides, and practical tools, translating complex operational and regulatory requirements into clear, user‑friendly training content.
- Experience owning and governing training frameworks, including version control, review cycles, and approval processes.
- Track record of embedding continuous improvement into training materials using complaint, regulatory feedback, and quality findings.
- Solid knowledge of broadband customer journeys and common complaint drivers; experience with learning management systems, knowledge bases, and digital tools.
- Ability to work effectively with operational, technical, and partner teams to ensure training materials address real‑world issues and drive positive behavioural change.
- Strong communication and facilitation skills, with the ability to produce engaging, practical training.
- Preferred: experience within the utilities sector or another highly regulated environment, awareness of regulatory expectations, exposure to AI‑enabled tools or digital learning solutions.
- Comfortable planning and organising training development cycles, prioritising updates, and managing multiple priorities effectively.
- Willingness to travel nationally and internationally as required.
What’s in it for you
Attractive salary reviewed annually, with a pension scheme that doubles your contribution up to 10% of your salary.
Benefits
- 36 days annual leave
- Holiday Purchase – extra annual leave
- Equity Plans
- Payroll Giving and Charity Matched Funding
- Technology Vouchers – save more and spread the cost of your technology purchases
- Electric Vehicle Schemes – to help you transition to green/clean driving
- Cycle to Work scheme and Public Transport Season Ticket Loans
- Healthcare benefit options including Dental Insurance, Private Medical Insurance, Health Cash Plan and annual Health Assessments
- Life Assurance (4× salary)
- Access to Savesmart financial wellbeing assistance
- Plus shopping, leisure, restaurant and gym discounts, and unique employee deals on travel insurance and more
ScottishPower is dedicated to providing reasonable assistance or adjustments in our recruiting processes for candidates with disabilities, long‑term conditions, mental health conditions, or neurodivergent needs, or requiring pregnancy‑related assistance. If you need assistance, please reach out to careers@scottishpower.com.
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