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- Tasks: Lead smart customer campaigns and create engaging communications for installations.
- Company: Join ScottishPower, a leader in energy solutions with a focus on innovation.
- Benefits: Enjoy 36 days annual leave, competitive salary, and excellent health benefits.
- Why this job: Make a real impact in the energy sector while developing your skills.
- Qualifications: Experience in marketing and customer communications is essential.
- Other info: Hybrid working environment with opportunities for personal and professional growth.
The predicted salary is between 38442 - 48000 £ per year.
Locations: United Kingdom, Blantyre
Posted on: Posted Today
Time left to apply: End Date: February 13, 2026 (13 days left to apply)
Job Requisition ID: R-26049
Salary starting at £38,442 + excellent benefits
Closing date: 13th of February
Help us create a better future, quicker!
Reporting to the Customer Engagement Manager, this role will be responsible for supporting the creation (messaging, content and design) and execution of all smart related customer communications pre, during and post install including pre-appointment reminders, refusal communications and leave behind material as well as all proactive multi-channel customer campaigns designed to generate smart meter installation appointments in line with the overall demand plan.
The role holder will be responsible for monitoring campaign conversion rates by MOP by postcode, taking into account previous contact history for every eligible customer, highlighting issues or opportunities to the Campaign Manager and Customer Engagement Manager to ensure we are continually testing and learning and improving the efficiency and effectiveness of our communications. The role holder will also be responsible for providing communications/briefing support to other channels across Retail who generate smart appointments, ensuring consistency of message. Vital to the task is developing a strong working relationship with these teams as well as with Marketing, Data, Digital and CoE who are critical to supporting execution of our customer communications strategy.
What you’ll be doing
- Supporting the Campaign Manager with the daily customer campaign picklist selection, in line with agreed strategic priorities for campaign i.e. new customers/post failure/no slots etc to meet the Demand Plan and our regulatory requirements and ensuring the selection of customer records at the necessary volumes at a MOP and postcode level to generate sufficient appointments to fill the diary.
- Working with the outsourced partner lead to ensure there is a co-ordinated approach to smart customer communications, messaging, scripting, agent briefings across all proactive channels.
- Supporting the Campaign Manager in ensuring accurate performance measurement and reporting for proactive customer contact attempts by channel/campaign/message, smart appointment generation (forward view of appointment pipeline/attribution by channel/conversion rates), unsuccessful contact attempts (no response/active refusals, no slots/register your interest etc.) and keep warm performance (where appointment went ahead/reschedules/cancellations/aborts) etc. – adopting a test and learn approach.
- Supporting the Campaign Manager in the development of the messaging/content/design of all smart customer communications including pre-appointment, during and post install including appointment reminder communications, refusal communications and all leave behind material, ensuring they cost effectively elicit the intended customer response and that we comply with any related SMICoP obligations.
- Supporting other channels – Customer Service, Debt, New Connections, Landlord, Change of Tenancy, Change of Supplier, Change of Mode and all transactional communications through supporting the provision of content/messaging of all smart related communication requirements through these channels, supporting any specific campaign requirements, providing briefing materials, training support, call scripting and supporting call listening ensuring the messaging and communications approach is effective and in line with the proactive approach.
- Briefing our internal Marketing, Digital and Data Teams and external agencies (as necessary) on all smart related customer communications, new campaigns, website/app updates, changes to existing campaigns or changes to our contact and monitoring approach.
- Support with media enquiries or customer complaints relating to smart communications.
- Support any industry pilots/projects relating to smart customer engagement i.e. BEIS Local Pilots across the Smart Programme as directed by the Customer Engagement Manager.
- Monitor customer feedback on smart messaging content/approach for all smart related communications and suggest improvements to content/approach to improve our customer experience.
- Support the unlocking of campaign ineligible customers ensuring we maximise the customers available for campaign.
- Update Management KPIs as directed by the Campaign Manager, Customer Engagement Manager or Head of Demand.
- Appointments validation and processing of all Customer Experience invoices for every channel following validation by channel owner ensuring what's reported by channel is accurate and what's paid is fully aligned to what has been delivered.
- Any manual data processing to support picklist/campaigning/reminder/refusal processes - e.g. daily campaign return files/CE3 file/FDA file.
- Training of internal call centre agents (CS/Debt teams).
- Call listening and feedback on improvements to scripts/processes/behaviours.
- Support service order creation as necessary.
- Picklist segmentation/priority pot analysis.
- Monitor outcome of appointments to install for all proactive campaigns and provide feedback/insight to Campaign Manager and Customer Journey and Improvement team on areas for process improvement.
What you’ll bring
- Experience and expertise, in a business environment – preferably within the electricity or utilities environment.
- A track record of operational delivery within a demanding environment, achieving excellent results.
- Understanding of budgets, purchase orders and relevant financial practices.
- Ability to think clearly and logically and to communicate complex issues in a concise manner.
- Strong written and oral communication skills are essential.
- Good planning and organisational capability.
- Ability to form effective working relationships at all levels.
- Proficient user of Microsoft Word, Excel and PowerPoint.
- Effective time management.
- Ability to clearly articulate opportunities, problems, risks, outcomes.
Minimum Criteria
- Detailed understanding of Smart metering.
- Experience in marketing/customer communications/campaigns and understanding customer behaviour.
- Good understanding of electricity, gas and energy services markets.
- Proven track record of problem solving and attention to detail essential.
- Skilled communicator with effective influencing skills.
- Highly numerate and analytical.
- Proven track record of managing customer contact strategies and multi-million-pound budgets.
- PC Literate with good working knowledge of Excel / PowerPoint.
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.
Smart Campaign Lead in Glasgow employer: Iberdrola, S.A
Contact Detail:
Iberdrola, S.A Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Smart Campaign Lead in Glasgow
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their smart campaign strategies and think about how your skills can contribute. Tailor your answers to show you're the perfect fit!
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or use online resources. The more comfortable you are speaking about your experience and skills, the better you'll perform when it counts.
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you email can leave a lasting impression and shows your enthusiasm for the role. Plus, it keeps you on their radar as they make their decision.
We think you need these skills to ace Smart Campaign Lead in Glasgow
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Smart Campaign Lead role. Highlight your experience in customer communications and campaign management, as these are key aspects of the job. We want to see how your skills align with what we're looking for!
Showcase Your Achievements: When detailing your past roles, focus on specific achievements that demonstrate your ability to deliver results in a demanding environment. Use numbers and examples to illustrate your impact, especially in areas like campaign performance and customer engagement.
Be Clear and Concise: We appreciate strong written communication skills, so make sure your application is clear and to the point. Avoid jargon and keep your language straightforward. This will help us understand your qualifications quickly and easily.
Apply Through Our Website: To ensure your application gets the attention it deserves, please apply directly through our website. This way, we can process your application efficiently and keep you updated on your progress. We can't wait to hear from you!
How to prepare for a job interview at Iberdrola, S.A
✨Know Your Smart Stuff
Make sure you brush up on your knowledge of smart metering and the energy sector. Understand how smart meters work, their benefits, and the current trends in customer engagement. This will help you answer questions confidently and show that you're genuinely interested in the role.
✨Showcase Your Campaign Skills
Prepare examples of past campaigns you've worked on, especially those related to customer communications or marketing. Be ready to discuss your approach to measuring success and how you’ve adapted strategies based on performance data. This will demonstrate your hands-on experience and analytical skills.
✨Build Relationships
Since this role involves collaborating with various teams, think about how you can highlight your relationship-building skills. Share examples of how you've successfully worked with cross-functional teams in the past, and be prepared to discuss how you would approach working with Marketing, Data, and Digital teams.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the company’s current campaigns, challenges they face in customer engagement, or how they measure campaign success. This shows your enthusiasm for the role and helps you gauge if the company is the right fit for you.
