Job Information
National Grid Lead Customer Relationship Manager in Warwick, United Kingdom
About us
At National Grid, our commitment to a cleaner, greener energy future is powered by the dedication and ingenuity of our people. Join our team as a Lead Customer Relationship Manager and be a part of something bigger—where your unique skills and passions can make a real difference. Together, we are superpowered.
National Grid is hiring a Lead Customer Relationship Manager for our Customer Connections Team based in Warwick.
About the role
The Lead Customer Relationship Manager is the first point of contact for our customers and supports them through our connections process. They’re the voice of the customer internally and ensure we know the customer’s needs and requirements, whilst actively managing the customers progression against critical connection milestones.
This role is crucial in connecting customers to the high voltage transmission system in England and Wales and turning the UK’s net zero ambitions into reality.
What you'll do
Assist the line manager with establishing and implementing strategies to the team.
Lead in building and maintaining relationships with our customers, in particular strategic customers and share best practice with the team.
Track customer complaints in our CRM system, report trends and guide the team in resolving these quickly and efficiently.
Work closely with the Contracts Team to ensure Customer needs are understood – being the voice of the customer internally.
Have detailed knowledge on all aspects of Connection Agreements and be able to articulate in ways to suit customer understanding.
Represent the team, as a Subject Matter Expert, at improvement workshops and strategic meetings.
Understand key customer individual needs.
Write and review Account Plans for our strategic customers.
Conduct ISO9001 customer service audits of our customer accounts.
Provide training and on the job coaching, ensuring upskilling of the team
What you'll need
Strong experience of managing multiple customers or stakeholders.
Proven track record of being able to influence at a senior level.
Commercial acumen and strong negotiations skills.
Experience of working in a busy working environment with numerous activities running in parallel.
Experience in relationship and/or account management preferred.
Experience in energy or utilities (or similar industry) preferred.
What you'll get
£54,000 - £64,000 dependant on experience
Annual Performance Based Bonus
Hybrid working model between Home, Site and Office
26 days annual leave, plus eight statutory days
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%
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 a numerous apps which support health, fitness and wellbeing
More information
National Grid Electricity Transmission (NGET) own the electricity transmission network in England and Wales . Every time you plug in your phone or flick a light switch, we’ve played a part. Not only are we responsible for delivering energy to millions of homes and businesses, we are also driving the move to cleaner energy, and the Government’s target of net zero emissions by 2050.
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 18/09/24
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