About the role

Great Britain's electricity system is undergoing an ambitious, exciting and vital transformation. Together with industry, we are creating a cleaner, greener system, one that protects the planet and serves generations to come.

Join our Customer, Stakeholder and Consumer team in the role of Customer Experience Partner to be part of the initiative to revolutionise our customer service delivery across the Electricity System Operator (ESO).

As a Customer Experience Partner, you’ll be supporting improvement in our customer experience across the ESO by increasing customer satisfaction, ensuring interactions meet customer needs and objectives. As a customer journey and engagement champion you will facilitate workshops to help our teams understand their user journeys, and improve customer experience capability across the ESO.

That’s why a customer journey, engagement or customer improvements background is important to succeed in this role.

This role can be based from Warwick or Wokingham , and we continue to offer hybrid working from office and home. You will be expected to be in an office 2 days/week and once per month in our Warwick HQ. We are open to full time and part time applicants, as well as flexible working arrangements.

About you

What we do isn’t just important – it’s essential. That’s why we value experts in their field. In this case, we’re looking for someone who has:

• Previous experience in a customer experience role
• Strong communication & stakeholder management skills
• Experience in building effective internal and external stakeholder relationships, combined with excellent team working and interpersonal skills.
• Excellent time management skills, including the ability to successfully manage multiple activities and issues to set deadlines.

Don’t meet every single requirement? If you’re exited about this role but your experience or qualifications don’t exactly match the job description exactly, we encourage you to apply anyway. You might just be the right person for our growing business in this role or another one.

What You’ll Do

Your typical activities will include:

• Increase knowledge of our customers to consider the impact we have on them.
• Identify and support the improvement of the experience for our customers through their customer journeys
• Support the development and implementation of engagement plans for the ESO
• Build trust and transparency across our whole business
• Implement and manage relationships with key internal stakeholders
• Provide support to other members of the team &continuously look for innovative ideas of improving the customer experience

What'll get

A competitive salary between £40,000 – £50,000 with further in post advancement

As well as your base salary, you will receive a bonus based on personal and company performance and a competitive contributory pension scheme where we will double match your contribution to a maximum company contribution of 12%. You will also have access to a number of 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.

More information

This role closes on September 18th at 23:59, however we encourage candidates to submit their application as early as possible and not wait until the published closing date as this can vary. Interviews will be held early April

At National Grid ESO, we work towards the highest standards in everything we do, including how we support, value and develop our people. Our aim is to encourage and support employees to thrive and be the best they can be. We celebrate the difference people can bring into our organisation, and welcome and encourage applicants with diverse experiences and backgrounds, and offer flexible and tailored support, at home and in the office.

We're committed to building a workforce that represents the communities we serve, and a working environment in which each individual feels valued, respected, fairly treated, and able to reach their full potential.

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About us

As you may have seen the Government and Ofgem have asked the ESO to take on new roles and responsibilities to help deliver net-zero.

Becoming the Energy Future System Operator is a critical step to help deliver a reliable and clean energy transition for all. The ESO, including all of its existing roles, will be at the heart of the new Future System Operator, taking on additional roles with a whole energy system mindset to drive progress towards net zero while maintaining energy security and minimising costs for consumers.

The new organisation will be set up as a public corporation with operational independence from government – bringing parties together to support optimised decision making and action. As now, it will be licenced and regulated by Ofgem but funded by consumers through price control agreements. It is anticipated that the new organisation will be up and running by or in 2024.

The time to act on climate change is now. As part of our team, you won’t just be touching the lives of almost everyone in Great Britain – you’ll be shaping the way we use and consume energy for generations to come.