Operations Improvement Manager

## Operations Improvement Manager Apply locations:
United Kingdom, Blantyreposted on:
Posted Todaytime left to apply:
End Date:
June 29, 2026 (12 days left to apply) job requisition :
R-30247
*
* Job title:

** Operations Improvement Manager
** Location**:
Glasgow HQ, Warrington, Wrexham (flexible/hybrid)
** Salary:
** From £40,400 per annum + other excellent benefits
*** Help us create a better future, quicker
*** Join Scottish Power 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 with in 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…