Customer and Stakeholder Engagement Partner - Warwick, United Kingdom - National Grid

National Grid

Verified Company

Warwick, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Customer and Stakeholder Engagement Partner - ESO:

Location: Warwick, GB, CV34 6DA
Division: Customer and Stakeholder
Job Type:
Requisition Number: Department:
Job Function: Customer Experience and Marketing
About The Role:

Being part of the Customer, Stakeholder and Consumer team in the Strategy and Regulation Department, this role is to support their improvement in our customer experience across the ESO.

As a Customer Experience partner, you'll proactively support our teams to increase customer satisfaction, by ensuring interactions meet customer needs and objectives over the life of the relationship.

You'll do this by understanding our customers, supporting our teams understand their user journeys, and improving customer experience capability across the ESO.

You will support the business as we increase knowledge of our customers and consider the impact we have on them.

You will identify and support the improvement of the experience for our customers through their customer journeys. You will support the development and implementation of engagement plans for the ESO. Building trust and transparency across our whole business. You will be responsible for implementing and managing relationships with key internal stakeholders.

You will provide support to other members of the team, continuously look for innovative ideas of improving the customer experience.

This role will be based in Warwick or Wokingham. We continue to offer hybrid working from office and home. This is a full-time role, and we offer flexible working arrangements.

Key Accountabilities:

Develop an understanding of our customers pain points, based on customer data, to support the business on improving customer experience.
Facilitate customer journey and customer journey improvements, engaging with customers and internal ESO colleagues to developing solutions that meet the customer's requirements.
Target and improve the endtoend customer experience and reduce customer pain points across the ESO.
Support the development and implementation of engagement plans for the ESO.
Support the delivery of our customer experience strategy.
Supporting the improvements in customer, stakeholder, and consumer capability skills.

About You:

Previous experience in a customer experience role.
Understanding of the GB energy markets.
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.
The ability to deliver high quality work under pressure, on time, following the processes that the team must adhere to.

What You'll Get:

This role offers a competitive salary between £40,000 - £45,000 per annum dependent on capability.

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 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.

About Us:

At National Grid Electricity System Operator (ESO), we're aiming to operate a zero-carbon electricity system for Great Britain by 2025.

This means using wind, solar and hydropower - without relying on any carbon-based generators to balance the grid. 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.

More Information:

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, treated, and able to reach their full potential.

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