Lead Customer Relationship Manager

2 weeks ago


Leamington Spa, Warwickshire, United Kingdom National Grid Full time

About National Grid

National Grid is a leading energy company that plays a critical role in delivering energy to millions of homes and businesses in England and Wales. Our commitment to a cleaner, greener energy future is driven by the dedication and expertise of our people.

Job Summary

We are seeking a highly skilled Lead Customer Relationship Manager to join our Customer Connections Team. As the first point of contact for our customers, you will be responsible for building and maintaining relationships with strategic customers, ensuring their needs are understood and met.

Key Responsibilities

  • Establish and implement strategies to drive customer satisfaction and loyalty.
  • Lead in building and maintaining relationships with strategic customers, sharing best practices with the team.
  • Track customer complaints and trends, guiding the team in resolving issues quickly and efficiently.
  • Work closely with the Contracts Team to ensure customer needs are understood and met.
  • Have detailed knowledge of all aspects of Connection Agreements and articulate them in a way that suits customer understanding.
  • Represent the team as a Subject Matter Expert at improvement workshops and strategic meetings.
  • Understand key customer individual needs.
  • Write and review Account Plans for strategic customers.
  • Conduct ISO9001 customer service audits of customer accounts.
  • Provide training and on-the-job coaching to upskill the team.

Requirements

  • Strong experience in managing multiple customers or stakeholders.
  • Proven track record of influencing at a senior level.
  • Commercial acumen and strong negotiation skills.
  • Experience working in a busy environment with numerous activities running in parallel.
  • Experience in relationship and/or account management preferred.
  • Experience in energy or utilities (or similar industry) preferred.

What We Offer

  • A competitive salary of £54,000 - £64,000 dependant on experience.
  • Annual Performance-Based Bonus.
  • A hybrid working model between Home, Site, and Office.
  • 26 days annual leave, plus eight statutory days.
  • The option to buy additional or sell holiday days.
  • Generous contributory pension scheme.
  • Financial support for professional membership subscriptions, course fees, books, exam fees, and study leave.
  • Access to flexible benefits, including a share incentive plan, salary sacrifice car and technology schemes, and employee assistance lines.
  • Family care benefits, including a back-up care service.
  • Access to numerous apps supporting health, fitness, and wellbeing.


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