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Head of Customer Management

1 month ago

Leamington Spa, Warwickshire, United Kingdom National Grid Full time
Job Title: Head of Customer Management

Job Summary: We are seeking a highly skilled and experienced professional to lead our UK Ethics Investigations team. As the Head of Customer Management, you will be responsible for providing strategic direction and leadership to the team, ensuring the development and implementation of a systematic and structured Investigation Framework.

Key Responsibilities:

  • Provide leadership and strategic direction to the UK Ethics Investigations team.
  • Be accountable for the development, maintenance, and implementation of a systematic and structured Investigation Framework.
  • Be accountable for the day-to-day management of the team and appropriately resourcing a team of professional investigative staff.
  • Lead on the triage of potential allegations and allocate cases to an investigator based on expertise area and capacity.
  • Ensure that cases are investigated and closed within the service level agreement (SLA) and in line with industry standards.
  • Act as the central point of contact for any investigations allocated to the function.
  • Conduct regular review with investigators to understand the status of each case and flag issues that may cause delays to resolution.
  • Ensure that investigation reports are fully completed in line with procedures and the investigation framework.
  • Review and approve the investigators' reports.
  • Be accountable for the development and training of Investigators to deliver consistent and robust investigations at the highest standard.
  • Help facilitate a "safe-to-say" culture where employees feel comfortable to raise ethics and compliance concerns.
  • Establish and maintain a strong working relationship with other key functions (Legal, HR, etc.) to facilitate investigations.
  • Ensure the Investigation function's practices, procedures, and tools are suitably secure with regards to confidentiality, Data Protection (GDPR), and information security standards.

About Us: National Grid is a leading energy company that delivers electricity and gas to millions of customers across the UK. We are committed to providing excellent customer service and ensuring the safety and security of our customers and employees.