Customer Relationship Team Manager

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 Customer Relationship Team 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 Customer Relationship Team Manager for our Customer and Network Development Team based in Warwick.

About the role

Within the Customer and Network Development department there are multiple Customer Relationship Teams, responsible for delivery of continuous support to National Grid Electricity Transmission (NGET) customers throughout their connection journey and beyond. Each of these teams is led by a Customer Relationship Team Manager.

The Customer Relationship Team Manager is accountable for developing and leading a high-performing Customer Relationship Team, dedicated to ensuring NGET customers within their portfolio receive the best possible customer service throughout their network connection experience. 

The Customer Relationship Team manages the connections relationship with new and existing customers across different customer portfolios (for example offshore, interconnectors, nuclear, DNOs, demand customers and onshore customers). These teams have overall customer management accountability for all customers connecting to the NGET network, ensuring that account plans are in place, whilst managing Electricity Transmission’s (ET) commercial position across the customer life cycle.

What you'll do

• Create, recruit and lead a highly motivated, innovative and customer-focused team, developing talent and a performance management culture that drives value through employee engagement and successfully meets/exceeds all relevant targets and strategic objectives within ET.
• Build & maintain customer relationships across a given portfolio, with regular touchpoints with all customers aligned to specific customer needs & expectations, ensuring a consistent presence throughout the customers’ connection journey.
• Create a “consistent point of contact” function for NGET licensed customers and the equivalent NESO (National Energy System Operator) commercial teams, developing service metrics and analysing our opportunities for service improvement.
• Design and implement customer account plans for strategic customers, that record key interactions and provide a 360-degree view of our customers’ business, managing feedback and anticipating their requirements.
• Provide leadership to the development and implementation of the ET Customer Strategy, ensuring inputs from existing / new customers to ensure that our offering enables our ET Commercial strategy to be delivered.
• Manage the NGET commercial position across the customer connection journey by working closely with account managers to develop and support customer / NESO issues and bringing commercial expertise to solve challenges.
• Responsible for ensuring the full usage of CRM, with all customer interactions captured and instilling a culture of data excellence and confident CRM usage across the team.
• Accountable for ensuring responses to customer feedback (via Quality of Connections scores, queries or complaints) is owned and responded to against agreed SLAs. This includes proactive management of escalations, working closely with, Senior Customer Experience Manager. Head of Customer Management and Director of Customer Connections. 

What you'll need

• Minimum 4 years management experience
• Advanced customer and commercial management 
• Skilled and experienced in developing strategies and applying to large and diverse organisations
• Advanced stakeholder interaction experience
• Strong project management with focus on both outcomes and outputs.
• Ideally experience of managing a customer service team gained within a B2B environment.
• Proficient in the use of CRM systems
• Track record of using customer feedback to enact change

What you'll get

£65,000 - £80,000 dependant on experience

• Annual Performance Based Bonus
• Hybrid working model between Home, Site and Office
• 28 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 13/05/25

#LI-NE1 #LI-HYBRID