Location Aspect House, Blantyre, G72 0HTSalary circa £65,000 (dependent on experience) + 15% bonus and single health care Closing Date Sunday 4th January 2026Help us create a better future, quickerData is key to this role: stop the volume of complaints (all types) being raised daily by understanding the profile and pattern of complaint types. Using data insight for trend analysis, propensity modelling, root cause analysis and monitoring of key triggers – to propose prevention strategies to Customer Business.These prevention strategies can range from proactive automation opportunities – including the web, Agent front end system improvements, AI improvements, Training and Development of Agents, Stakeholder improvements to name a few.What you’ll be doingUsing data sources across Customer Business – of all types &amp; processes, external and internal sources, you'll develop new insights from propensity modelling. Also be able to investigate additional data sources and variants that could bring further understanding for complaint reduction activity (system alerts for example). Providing oversight to whole of Customer Business on complaints performance – highlighting risks to drive business action and enabling prioritisation of business activities.Regular root cause analysis by the team to help quickly identify and qualify any issues impacting the customer experience – this includes root cause automation techniques and delivering reporting on key triggers for complaints – this will also involve supporting forecasting. Focus also on the customer – how do our customers want to interact with us: how are we meeting these expectations - identify strategies for different needs.Build a complaints model that recognises on a weekly basis the key drivers for complaint volumes – not same as root cause but triggers which impact the pattern of what is raised when. Enable Customer Business to use this model to predict impact of changes to processes / volumes such as when Sales increase Gains.Focus on the data from new AI tools and platforms within Customer Business to drive change to how we manage contacts and drive down complaints – you will drive insight into key complaint risks and support AI resolution activity. Also use Digital data to provide insight on opportunity from or for the Web / App to improve customer experience.Collaborate across the Customer Business by bringing to life analysis on complaints - encourage the use of complaints insight to support key decisions made throughout.What you’ll bringEducated to Degree level in a data related discipline or evidence of data experience.  You'll be experienced in using data tools (examples, Synapse, Snowflake, Power BI, SQL, Python)Managing people and motivating to meet and exceed performance measures and business objectives. Promoting a culture of creativity, knowledge sharing and growth. Have key awareness of the Energy market and the UK / Global economic situation and the impact this may have on both our processes and our customers.Experienced in a business improvement environment, have excellent communication using data and the ability to influence senior stakeholders: internal and external. Ability to produce and analyse large volumes of complex data and derive solutions to problems. 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:<ul><li>36 days annual leave</li><li>Holiday Purchase – perfect your work/life balance with extra annual leave</li><li>Share Schemes</li><li>Payroll Giving and Charity Matched Funding</li><li>Technology Vouchers – save more and spread the cost of your technology purchases</li><li>Electric Vehicle Schemes – to help you transition to green/clean driving</li><li>Cycle to Work scheme and Public Transport Season Ticket Loans</li><li>Healthcare benefit options including: Dental Insurance, Private Medical Insurance, Health Cash Plan and annual Health Assessments</li><li>Life Assurance (4x salary)</li><li>Access to Savesmart financial wellbeing support</li><li>Plus shopping, leisure, restaurant and gym discounts, and unique employee deals on travel insurance and more</li></ul>Why ScottishPowerScottishPower 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. 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.ScottishPower is 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.MobilityPlease 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 belowJanuary-5-2026

Avangrid is a leading sustainable energy company transitioning America toward a clean and connected future headquartered in Orange, CT, and has a footprint in 24 states with $40 billion in assets. Our primary businesses are Networks, which serves 3.3 million electric and natural gas customers in the Northeast, and Renewables, the third-largest renewable energy company in the U.S. with a diverse onshore and offshore renewable energy portfolio. With more than 7,000 employees, Avangrid has built a culture that blends diversity, equity and inclusion guided by the company&rsquo;s ESG+F framework and the UN Sustainable Development Goals. This has led to recognition by JUST Capital in 2021 and 2022 as one of America&rsquo;s best corporate citizens and second in utilities for our commitment to the environment and the communities we serve. Avangrid has been named one of the World&rsquo;s Most Ethical Companies for four consecutive years by the Ethisphere Institute.

Root Cause Reporting + Control Manager

Location Aspect House, Blantyre, G72 0HTSalary circa £65,000 (dependent on experience) + 15% bonus and single health care Closing Date Sunday 4th January 2026Help us create a better future, quickerData is key to this role: stop the volume of complaints (all types) being raised daily by understanding the profile and pattern of complaint types. Using data insight for trend analysis, propensity modelling, root cause analysis and monitoring of key triggers – to propose prevention strategies to Customer Business.These prevention strategies can range from proactive automation opportunities – including the web, Agent front end system improvements, AI improvements, Training and Development of Agents, Stakeholder improvements to name a few.What you’ll be doingUsing data sources across Customer Business – of all types &amp; processes, external and internal sources, you'll develop new insights from propensity modelling. Also be able to investigate additional data sources and variants that could bring further understanding for complaint reduction activity (system alerts for example). Providing oversight to whole of Customer Business on complaints performance – highlighting risks to drive business action and enabling prioritisation of business activities.Regular root cause analysis by the team to help quickly identify and qualify any issues impacting the customer experience – this includes root cause automation techniques and delivering reporting on key triggers for complaints – this will also involve supporting forecasting. Focus also on the customer – how do our customers want to interact with us: how are we meeting these expectations - identify strategies for different needs.Build a complaints model that recognises on a weekly basis the key drivers for complaint volumes – not same as root cause but triggers which impact the pattern of what is raised when. Enable Customer Business to use this model to predict impact of changes to processes / volumes such as when Sales increase Gains.Focus on the data from new AI tools and platforms within Customer Business to drive change to how we manage contacts and drive down complaints – you will drive insight into key complaint risks and support AI resolution activity. Also use Digital data to provide insight on opportunity from or for the Web / App to improve customer experience.Collaborate across the Customer Business by bringing to life analysis on complaints - encourage the use of complaints insight to support key decisions made throughout.What you’ll bringEducated to Degree level in a data related discipline or evidence of data experience.&nbsp; You'll be experienced in using data tools (examples, Synapse, Snowflake, Power BI, SQL, Python)Managing people and motivating to meet and exceed performance measures and business objectives. Promoting a culture of creativity, knowledge sharing and growth. Have key awareness of the Energy market and the UK / Global economic situation and the impact this may have on both our processes and our customers.Experienced in a business improvement environment, have excellent communication using data and the ability to influence senior stakeholders: internal and external. Ability to produce and analyse large volumes of complex data and derive solutions to problems.&nbsp;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%.&nbsp;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:<ul><li>36 days annual leave</li><li>Holiday Purchase – perfect your work/life balance with extra annual leave</li><li>Share Schemes</li><li>Payroll Giving and Charity Matched Funding</li><li>Technology Vouchers – save more and spread the cost of your technology purchases</li><li>Electric Vehicle Schemes – to help you transition to green/clean driving</li><li>Cycle to Work scheme and Public Transport Season Ticket Loans</li><li>Healthcare benefit options including: Dental Insurance, Private Medical Insurance, Health Cash Plan and annual Health Assessments</li><li>Life Assurance (4x salary)</li><li>Access to Savesmart financial wellbeing support</li><li>Plus shopping, leisure, restaurant and gym discounts, and unique employee deals on travel insurance and more</li></ul>Why ScottishPowerScottishPower 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. 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.ScottishPower is 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.MobilityPlease 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&nbsp;Advert will close at 23:59 GMT the day before Job Posting End Date belowJanuary-5-2026

Root Cause Reporting + Control Manager

About the Job

About the Company

Iberdrola

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