Operations Improvement Manager in Glasgow

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

You'll take ownership of the complete lifecycle of broadband complaint training materials, from initial development through to continuous improvement. Your role involves creating clear, practical training content that reflects real operational processes, customer journeys, and regulatory requirements, then translating these insights into effective learning solutions that colleagues can use with confidence. You'll maintain governance over all training and knowledge materials, establishing structured review cycles, approval processes, and version control systems. You'll review complaint outcomes, ADR feedback, and quality findings to identify patterns, then embed these learnings into updated training content that prevents repeat issues. You'll also guide the development of internal learning platforms and AI-enabled tools, ensuring these digital resources enhance colleague capability and drive right-first-time outcomes. Working closely with internal stakeholders and outsourced partners, you'll coordinate to ensure training standards are consistently applied across all broadband complaint channels. Your role includes facilitating operational changes by creating effective communication materials, delivering training updates, and maintaining ongoing oversight of training effectiveness to continuously improve quality, compliance, and customer satisfaction.

What you'll bring

You'll need substantial experience in developing and delivering training materials within broadband, telecommunications, utilities, or another regulated service environment. Your background should demonstrate proven ability to create structured learning programs, process guides, and practical tools, along with strong capability in translating complex operational and regulatory requirements into clear, user-friendly training content. Experience owning and governing training frameworks is required, including managing version control, establishing review cycles, and implementing approval processes. Your track record should show how you've embedded continuous improvement into training materials, consistently applying learning from complaints, regulatory feedback, and quality findings. A solid knowledge of broadband customer journeys and common complaint drivers is needed, along with experience working with learning management systems, knowledge bases, and digital tools. You'll need demonstrated ability to work effectively with operational, technical, and partner teams to ensure training materials address real-world issues and drive positive behavioral change. Strong communication and facilitation skills are needed, with the ability to produce engaging, practical training. Experience within the utilities sector or another highly regulated environment is preferred, along with awareness of regulatory expectations. Exposure to AI-enabled tools or digital learning solutions would be advantageous. You should be comfortable planning and organizing training development cycles, prioritizing updates, and managing multiple priorities effectively. Please note that occasional national and international travel may be required throughout the year.

What's in it for you

As well as an attractive 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
• 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 (4x salary)
• Access to Savesmart financial wellbeing assistance
• Plus shopping, leisure, restaurant and gym discounts, and unique employee deals on travel insurance and more

Why ScottishPower

ScottishPower is part of the Iberdrola Group, one of the world's largest integrated utility companies and a world pioneer in wind energy. With a dedication 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 dedication to invest in our own internal talent, ScottishPower can offer people real career opportunities that meet personal and professional goals, in a global organisation. Embracing diversity and a social purpose are at the heart of everything we do. United with our values, they bring us into a stronger, more sustainable business with direct links to the communities we serve. It takes all types of people to build a large-scale business like ours, so whatever your background, you'll fit right in. ScottishPower is dedicated to providing reasonable assistance or adjustments in our recruiting processes for candidates with disabilities, long term conditions, mental health conditions, or who are neurodivergent or require pregnancy-related assistance. If you need assistance, please reach out to the appropriate contact.