Manager, Customer Contact

About us

Superpowered. Meaningful work. Human impact. A story we're proud to tell. This is what matters to us at National Grid. In a world of complexity and unanswered questions, there is one thing we're certain about: the power of our people. Join us in our goal to deliver 100% fossil-free heat to our customers by 2050!

National Grid is hiring a Customer Contact Manager
This role can be located in Massachusetts or Upper/Western NY
This is a Hybrid Role - Must live within a commutable distance to our locations

Job Purpose

• To oversee and manage personnel handling Escalated Customer Complaints as well as develop deep partnerships with both the regulators and internal stakeholders to ensure customer issues are addressed timely and in line with our regulatory framework.  
• The Escalated Complaints Manager is responsible for performance and Service Quality metrics which carry in excess of $23M in regulatory fines and reputational risk. The Manager will not only ensure timely resolution of the complaints portfolio but will align strategy across Customer Organization to deliver meaningful change through driving data analysis and understanding root cause of complaints across the enterprise. As complaints are a key input to Voice of Customer, the Manager of the Escalated Complaints team champions initiatives which reduce or eliminate future complaint opportunities.  
• Developing strong partnerships externally, this role will often act as the face of the company to regulators, addressing concerns and ensuring we have a deep and thoughtful understanding of customer sentiment and concerns.  
• The Escalated Complaints Manager will be leading a diverse team consisting of both union and management employees and must find creative ways to drive engagement, develop and enable a team which fosters a Safe to Say culture.
• This position requires an individual with excellent verbal/written communication skills with the ability to tailor approach to outline remediation efforts for all levels of the organization and must have the ability to deliver significant results on behalf of our customers.  

Key Accountabilities

• Oversee a portfolio of current customer issues and ensure timely and quality resolution in line with our policies
• Build positive relationships and credibility within the internal teams as well as our external regulators by consistently delivering results 
• Lead, own and champion change across the business and within the process, managing operational and organizational change for business excellence and growth, as well as inspiring and engaging others in new ways of matrix working, innovation and performance to enhance value and commitment.
• Improve root cause and initiative pipeline process for addressing and preventing recurring and executive inquiries
• Promote the philosophy of safe team working and development.

Qualifications

• Bachelor’s degree required, in Management, Business Administration preferred 
• Typically requires a minimum of 5+ years of in-depth experience within gas or electric operations along with experience working with customers.
• Good understanding of rates and regulatory policy
• Working knowledge of Power Bi
• Passion for driving business value and using data
• Experience of leading, inspiring and motivating an operational team consisting of both union and management personnelSix Sigma and/or process improvement certificationValid Driver’s license required.
  
  

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