Incident Controller

Responsibilities

• Correctly process PowerOn incidents, ensuring correct staff and contract resources are prioritised and dispatched to achieve supply restorations.
• Monitor critical information and coordinate with other members of the incident management team to ensure incidents are prioritised accordingly.
• Decide on the best allocation of jobs to optimise the utilisation of field resources and escalate staff surpluses/deficiencies to achieve performance requirements in the most cost-effective manner. Allocation through PowerOn Mobile to be maximised.
• Liaise with field staff to continually monitor incident/fault progress for GS and OS compliance and report exceptions.
• Work as a team with other Incident Controllers to seek to share workload and resources across zones.
• Ensure all systems are updated to required standards and complete reporting associated with operations processes.
• Ensure all vulnerable customer(s) are supported and managed positively throughout and this information is updated on the incident log. Ensure that all requests and information are followed through and recorded.
• Assist field staff with information held in central systems to reduce the time taken to identify and locate supply problems.
• Use of UMV, VPB, Netview
• Recording the use and location of test equipment.
• Produce mandatory reports for Electricity Supply Regulation 31 reports.
• Liaise with operational staff to make ad-hoc updates to VPB.
• Liaise with DCC, Incident Management, Field Staff and customers to ensure customer information is of adequate standard and provided in a timely fashion.
• Be actively involved in promoting Customer Service, and assisting when necessary to implement Customer Contact Plans and escalation process
• Assist in training of new appointees and support staff.
• Monitor work outstanding to ensure jobs are progressed.
• Pass defined work to other departments e.g. shrouding requests, hazard report forms, voltage checks, etc.
• Be active in the improvement/development and introduction of new processes, procedures, initiatives and new technology
• NRSWA as required
• Liaise with Customer contact staff and Production Team to provide information when required.
• Manage customer phone calls in a professional manner, providing correct safety advice

Requirements

• Awareness of the direction aims and objectives of Energy Networks, and specifically the electricity distribution process and fault management, restoration procedures.
• Awareness of potential health and safety issues associated with restoration and repair activities
• Understanding of electrical fundamentals, including voltage, current, impedance
• Understanding of the design principles of a low voltage electricity distribution network
• Awareness of the requirements and expectations of internal and external customers.
• Working knowledge of PowerOn (or equivalent) and fault reporting.
• PC skills - Microsoft Office, UMV, PowerOn Call Taker, PowerOn Mobile.
• Developed customer service skills and knowledge of customer contact process.
• Developed communication and influencing skills.
• Excellent Telephone skills, manner and grammar.
• Knowledge of shift and standby working arrangements.
• Knowledge of Reg 31 reporting criteria.
• Awareness of network management systems.
• Awareness of Guaranteed standards.
• Positive Team Member
• Positive interactions with internal and External customers
• Minimum Criteria
• Working knowledge of Poweron
• Customer service skills
• IT Systems competences
• Telephone skills
• Understanding of electrical fundamentals
• Understanding of the design principles of a LV electricity distribution network
• Working knowledge of UMV
• Experience of Incident Controllers role

Benefits

Additional Information

Incident Controller ScottishPower HQ Salary from £34,040 - £42,550 per annum + Shift allowance of around £9k per annum Permanent Closing date: 8th July 2026 Help us create a better future, quicker As an Incident Controller, you'll be responsible for the real-time coordination and management of network incidents across the franchise area, ensuring accurate outage management, resource allocation, customer communications, and regulatory reporting. The role maintains and updates PowerOn and associated systems, supports informed decision-making by providing timely customer and network information to field teams, manages vulnerable customer processes, handles overnight customer enquiries, and promotes the effective use of PowerOn Mobile to support efficient network restoration and a high standard of customer service.

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