Job Description

Wellbeing and Communications Lead
Prenton, North Cheshire Trading Estate, Prenton Way, Birkenhead, CH43 3ET
Salary, 44,000 - 55,000 per annum + benefits
Help us create a better future, quicker
Working as part of the SPEN Customer Service Directorate, the Wellbeing and Communications Lead is a key role in the development and delivery of the Wellbeing and Working Life Plan as well the external customer communications standards for SP Energy Networks.
You will create our Wellbeing and Working Life Plan annually by understanding staff feedback, external research, UK trends and best practice and will develop our plan based on these factors for the Customer Service Directorate. You will benchmark across organisations that are best in class in this area with the aim of creating a high standard and stacking up against the best places to work in the UK criteria.
In addition to this you will be responsible for making sure our external customer communications such as letters and materials to our customers are of the highest quality, benchmarking against best in class across UK sectors, testing these with customers and developing a plan for our customer communications.
This will include all communication that go out from our Customer Service Team for external customers as well as customer communications SPEN wide including anything created or used by our Service Partners.
You will have a real desire to be at the centre of the Customer Service Team delivering exceptional service and be passionate about what you do. You will be responsible for engaging at all levels across CS from front line staff through to Senior Managers and CS Director to agree and sign off your plans.
You will be measured on the success of the plan and the output of the CS Happiness surveys as part of your role. You will be the heartbeat of our team, helping practically deploy our vision to both end customers and internal customer service staff.
What you'll be doing
Wellbeing and Working Life

• Responsible for the development of the Wellbeing and Working Life Annual Programme
• Refinement of the programme on a weekly/monthly basis based on real time requirements
• Engagement at all levels across Customer Service internal Staff to take feedback and build programme
• Understand and utilise staff surveys and external research undertaken to develop the plan
• Agreement and sign off of the programme by L2s and CS Director
• Responsible for working across both locations (Glasgow HQ and Prenton)
• Responsible for benchmarking externally with best organisations in this space particularly targeting "Best Places to work in UK". To benchmark and look at best practice to shape our plan
• Responsible for achieving awards in this area
• Responsible for linking with wider SPEN Wellbeing reps to share best practice and join up where there are shared activities.
• Take the lead in the SPEN group to support the wider business reps.

External Customer Communications

• Responsible for assessing the quality of all customer communications (letters, leaflets etc) to ensure they are fit for purpose, of a high standard and in plain English
• Responsible for ensuring this assessment is completed for any Contract Partner material as well as communication from SPEN staff and is mapped in terms of customer journey
• Reviews to be carried out on a regular and ongoing basis to keep standards high
• Responsible for reviewing and engaging on best practice in customer communications and critically assessing our material in comparison, building and delivering improvement plan to deliver changes.
• Working closely with Customer Service Managers, Customer Experience Team and wider business to ensure joined up approach and full engagement.

What you'll bring
Skills and Requirements

• Proven track record in developing Working life and Wellbeing Programmes
• Track record of working with key stakeholders to create plans
• Track record in creating and deploying internal communications
• Excellent written and verbal communication skills with ability to create coherent written business documents, letters, leaflets etc.
• Evidence of strong customer and stakeholder management skills.
• Team player with a flexible attitude and good inter-personal skills.
• High verbal reasoning, verbal comprehension
• Highly creative with the ability to translate complex messages, maintain the message and communicate in simple effective language.
• Passionate about creating engaged and excited work environment
• Passionate about delivering brilliant customer service
• Ability to work at pace under own initiative and deliver to plan
• Track record of delivering results.
• Focused on delivering results, with the ability to maintain momentum and achieve objectives when faced with obstacles, conflicts and competing demands.
• Ability to devise appropriate solutions to complex problems and challenges.
• Excellent planning and organisation skills with the ability to work under pressure to tight deadlines.
• Professional qualification or equivalent role experience.
• Computer literacy, particularly Microsoft Office i.e. Outlook, Powerpoint, Excel.
• Availability to travel as required across the UK.
• Ability to cut through problems and challenges using own initiative
• Ability to operate and engage at all levels
• Ability to work with central teams being cognisant of corporate guardrails
• Flexible approach to work - do what is needed
• Experience of working through change programmes
• Experience of delivering to tight deadlines
• Strong written and verbal communication skills
• Proven track record of implementing and delivering programmes across internal teams

Minimum Criteria

• Educated to degree level in a relevant discipline or equivalent experience
• Experience in creating and delivering Wellbeing and Working Life Programmes
• Experience in delivering creative and exciting internal staff communications
• Experience in Customer Communications
• Organised, good attention to detail with a positive approach to solving problems.
• Well-developed written and verbal communication skills
• Effective at planning and organising
• Proficient in the use of IT - predominantly windows and microsoft packages
• Has a real passion for Brilliant Service and Brilliant staff engagement

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 - 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 (4x salary)

• Access to Savesmart financial wellbeing support

• Plus shopping, leisure, restaurant and gym discounts, and unique employee deals on travel insurance and more

Why SP Energy Networks
SP Energy Networks is part of the Iberdrola Group, one of the world's largest integrated utility companies and a world leader in wind energy. We keep electricity flowing to homes and businesses through Central and Southern Scotland, North Wales and in the North West of England. We operate over 4000km of cables and lines that make-up the transmission network - connecting infrastructure like wind farms into the electricity system. It's a role that puts us right at the heart of Scotland's ambition to be Net Zero by 2044. And we're taking it very seriously. We're investing
5.5 billion into our transmission network, directly supporting the rapid growth needed in renewable energy. With diverse opportunities across our businesses and a commitment to invest in our own internal talent, ScottishPower can offer people real career opportunities that meet personal and professional goals, in a global organisation.
Inclusion, diversity, and a social purpose are at the heart of everything we do. Together with our values, they bring us together into a stronger, more sustainable business with direct links to the communities we serve. It takes all kinds of people to build a large-scale business like ours, so whatever your background, you'll fit right in.
We are committed to providing reasonable support or adjustments in our recruiting processes for candidates with disabilities, long term conditions, mental health conditions, or who are neurodivergent or require pregnancy-related support. If you need support, please reach out to .
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.
IMPORTANT
Advert will close at 23:59 GMT the day before Job Posting End Date below June-25-2025