Title:  Customer Specialist - NESO

About the role

National Energy System Operator’s (NESO) strength lies in our people. Together, we’re shaping the future where clean, affordable energy is accessible for all. Every day is an opportunity to make a real difference, accelerating the progress of sustainable GB energy, keeping people connected and society thriving as we create a brighter tomorrow.

An effective Customer Specialist is critical to our success as a Connections team to deliver great performance. This is an exciting opportunity to work across Connections and to develop and execute a number of objectives to improve the customer service provided by our colleagues.

This role can be based from Warwick and we continue to offer hybrid working from office and home. We are open to full time and part time applicants, as well as flexible working arrangements.

About you

We’re forging the path, and we know we can’t do it alone. That’s why we need visionary minds like yours to join us on this transformative journey. In this case, we’re looking for someone who:
•    Background in customer or similar areas with a strategic mindset to support the development and delivery of change.
•    Passionate about creating an exceptional customer experience.
•    Experience in supporting team members.
•    Proficient or willing to learn CRM systems and mapping requirements for the Product Team.
•    Strong problem-solving skills with a track record of supporting change initiatives.
•    Experience in building relationships with a range of colleagues and balancing competing needs to achieve the best overall outcome.
•    Understanding customer needs, and identifying pain points detracting from customer satisfaction.
 

About us

National Energy System Operator’s (NESO) mission is to facilitate the decarbonisation of Great Britain’s energy network and ensure the delivery of reliable, affordable, and clean electricity for consumers. We work with stakeholders across the whole energy industry to plan for future network needs, using a wider adoption of technology and changes in consumer behaviour, as well as ensuring we have the right markets, networks, and frameworks in place, to transform the way we operate tomorrow.

Join us, and let’s energise progress.
Your energy, our future, together.

About the National Energy System Operator (NESO)

In Autumn of 2024, the ESO transitioned to National Energy System Operator, or NESO for short. Previously denoted as the Future System Operator (or FSO), the new National Energy System Operator is the independent body responsible for planning Great Britain’s electricity and gas networks and operating the electricity system.  

The ESO, including all of its existing roles, are now at the heart of the new National Energy System Operator. As NESO, we will build on our existing roles, capabilities, and ways of working significantly to create an organisation the energy system and its users’ need. Our new capabilities will enable us to look across vectors, including electricity, natural gas and hydrogen, and crucially consider the trade-offs between them. 

The organisation is set up as a public corporation with its own Board of independent directors, with complete operational independence from government, the regulator and any and all commercial interest. As was the ESO, NESO will be licenced and regulated by Ofgem through price control agreements and obligated to identify optimal solutions to system operations and planning in the most sustainable, affordable and secure way for all. 

The time to deliver 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.
 

What you'll get

A competitive salary between £45000 – £56000 – dependent on experience and capability.
As well as your base salary, you will receive a bonus based on company performance, 26 days annual leave as standard and a competitive contributory pension scheme where we will double match your contribution to a maximum company contribution of 12%. 
standard 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 comprehensive benefits package tailored to support your well-being and professional success. From a competitive salary to flexible work arrangements, we promote your work-life balance. Enjoy fit for purpose wellbeing and lifestyle offerings, ongoing skill development aligned to our Purpose and Values, and be part of a supportive community that values your individuality and where you can belong.
 

Key Accountabilities

•    Assist in establishing the Connections position as a high-performing and customer-focused department, contributing to strategic changes needed to improve customer service. 
•    Prepare Customer Hub slide content fortnightly, and any deep dive sessions.
•    Run regular reports on CRM and share insights and risks with customer champions and the wider customer team.
•    Help facilitate Customer Hub sessions and ad-hoc meetings.
•    Create colleague resources and be responsible for version control.
•    Champion the use of CRM and support colleagues in understanding the benefits of adding queries, complaints, and interactions to CRM.
•    Collate CRM and portal functionality requirements by gaining feedback to understand the current impact on colleagues and customers and the desired outcomes of requested changes.
•    Support the re-design of Connections internal engagement, including the delivery of Connections sessions to train and roll out new processes and talk through newly created resources.

More information

This role closes on 2nd February 2025 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 in the w.c. 10th February 2025 in person in Warwick office. 
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.