About us

At National Grid, we keep people connected and society moving. But it’s so much more than that. National Grid supplies us with the environment to make it happen. As we generate momentum in the energy transition for all, we don’t plan on leaving any of our customers in the dark. So, join us as a Senior Customer Experience Manager, and find your superpower.

National Grid is hiring a Senior Customer Experience Manager for our Customer Connections department in Warwick.

About the role

The Senior Customer Experience Manger is a new role established to ensure National Grid Electricity Transmission Network (NGET) is delivering a high level of customer service throughout the end-to-end customer journey of connecting to the network. We have an ambition to consistently deliver excellent customer service in an environment where the scale and complexity of customer needs is rapidly increasing as we progress at pace on the pathway to enabling Great Britain’s Net Zero ambitions.

Reporting to the Head of Customer Management, the Senior Customer Experience Manager will be accountable for setting the standard of the experience for customers connecting to the National Grid Electricity Transmission Network (NGET).

The Senior Customer Experience Manager will be central to ensuring this ambition is delivered in an operational, process-driven and construction environment. You will be supported by three teams of Relationship Managers, each specialising in a discreet portfolio of customers.

What you'll do

• Accountable for building and maintaining customer relationships across all NGET connections customers, leading the Relationship Manager teams to ensure customer needs & expectations are met throughout the customers’ connection journey.
• Act as the primary senior point of escalation for customers, working with peers across Customer Connections delivery teams to manage and mitigate operational concerns.
• Utilise experience and judgement to lead, on behalf of Head of Customer Management, the resolution of complex customer issues, balancing the exploration of ‘art of the possible’ solutions to meet customer needs with a firm understanding of NGET operational parameters and capabilities.
• Take ownership of customer account strategies for strategic and high-profile customers, ensuring Senior Leaders and Executives in NGET are fully briefed ahead of strategic engagements and acting as an initial point of contact for disseminating insight shared by Senior Leaders across Customer Management teams.
• Lead on the development of processes and actions, in response to customer feedback, to drive improvements in customer service delivery outcomes. Establish and maintain a definitive set of KPIs to measure leading and lagging customer service performance across Customer Connections.
• Lead and develop a high performing team of Relationship Managers, utilising leadership and coaching experience to ensure the team is appropriately resourced and motivated to deliver high levels of customer service.
• Build and maintain strong internal relationships across NGET departments, in particular with engineering development and delivery teams, to ensure that Customer Management objectives are closely aligned to operational teams across Customer Connections and NGET.

About you

• Extensive experience in leadership roles in a B-2-B customer service environment.
• Proven track record in developing and implementing customer-centric business approaches within medium/large-scale organisations.
• Ability to lead and coach a team to allow them to meet their full potential.
• Ability to work with and influence executive level and senior leaders within an organisation and engage effectively at multiple levels across an organisation.
• Experience working in a matrix organisation with multiple stakeholders to facilitate cross functional teams which operate collaboratively and innovatively.
• Oral and written communication skills, with an ability to convey complex strategic ideas and proposals to a wide range of audiences in a structured and logical way, through both written and verbal forms.

What you'll get

• Salary of £84,000 - £90,000 dependent on capability.
• Full electric company car or cash alternative.
• Annual Performance Based Bonus up to 20% of your base salary.
• 28 days annual leave plus eight statutory days, and the option to buy additional or sell holiday days.
• Generous contributory pension scheme – we will double-match your contribution to a maximum company contribution of 12%.
• Private medical insurance for you and the chance to purchase cover for your partner or family.
• Financial support to help cover the cost of professional membership subscriptions, course fees, books, exam fees and time off for study leave – so long as it’s relevant to your role.
• Access to several flexible benefits such as a share incentive plan, salary sacrifice car and technology schemes, support via employee assistance lines and matched charity giving to name a few.
• Family care benefits including a back-up care service for when your usual care arrangements fall through (six paid days each year as standard with the option to purchase further days).
• Access to numerous apps which support health, fitness and wellbeing.

More information

National Grid Electricity Transmission (NGET) is at the heart of energy in the UK. The electricity we provide gets the nation to work, powers schools and brings energy to life. Our energy network connects the nation, so it’s essential that it’s continually evolving, advancing, and improving.

In NGET we are passionate about both operating our network safely and providing highly reliable quality of supply for our customers. At the heart of achieving these outcomes is the effective control and operation of our network.

To find out more about us, please follow the link below:

https://www.nationalgrid.com/electricity-transmission/

The closing date for applications is 06/09/24

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