We are committed to offering our customers and stakeholders the very best in customer service.
We are keen to equip you with the knowledge, tools and support you need to complete your connections, and provide you with as much information as possible about our processes and procedures to aid your connections journey.
Stakeholder Engagement
The connections stakeholder engagement team oversees proactive engagement activity. This includes our customer conferences, market segment forums and focus groups. They also organise webinars and provide information resources on topics of interest within connections. The team analyses stakeholder feedback to form actions and commitments, to deliver continuous improvement for connections customers.
Application (through to Delivery) Contract Managers
Applications & Quote Acceptance
Minor Customer Connections Managers
System Planning & Design
System Planners are responsible for assessing and designing improvements to our existing equipment and ensuring compliance with legal requirements. They play a crucial part in enhancing the safety, security, and reliability of our electricity network and also help to find innovative solutions to support both current and future power demands.
Our Design team are happy to provide help and advice on the design and quotation process via phone or email If you would like to book a meeting regarding one or more prospective project(s), please contact: businessrelationships@sse.com
If you would like to book a meeting regarding one or more projects already in progress, please sign up to attend one of our monthly Connections Surgeries here.
Large Capital Delivery
Flexible Services
Customer Service, Vulnerability & Strategy
The Customer Service, Vulnerability and Strategy team shapes SSEN’s overall customer service approach, leading on everything from the ED2 Customer Strategy to digital experience and service design. They oversee the Customer Vulnerability Strategy, manage the Priority Services Register (PSR) and social obligations, and provide strategic direction during storms through welfare planning and frameworks. The team also drives customer-focused change and improvement projects, owns the SSEN website and digital strategy, and leads on customer performance, insight analysis, and reporting.
Customer Contact Centres
The Customer Contact Centre team is the frontline for all customer interactions, handling faults, general enquiries, and providing essential support during storms. They manage communication across written, digital, telephone, and in-person channels, while also overseeing customer complaints, including executive-level cases. The team is also responsible for the day-to-day resource management of our Contact Centres to ensure smooth and responsive service.
Legal
Our Legal team is handled by Raaj Bains, Head of Legal.
Raaj is a commercial property solicitor and is the Head of Legal (Property) Distribution, based in our Reading office, advising on property, planning and environmental issues.
Raaj leads a team of 10 lawyers based across Reading, Perth, Glasgow and Inverness. His team spend most of their time working on real estate transactions for SEPD / SHEPD. Between the in-house team and the external panel firms, Raaj steers c.3,000 live transactions
Escalation Route for North (SHEPD)
The end-to-end connections customer journey is the sole responsibility of the Customer Service Directorate. This change, brought about in 2023, provides our customers and stakeholders visibility of staff responsibility and accountability throughout the journey, from application to delivery.
Our networks business is split into four regions, each with a dedicated leadership team; North Caledonia, South Caledonia and the Highlands and Islands.