At a Glance
- Tasks: Support customer-focused business and IT change initiatives for a cleaner energy future.
- Company: Join National Gas, the backbone of Britain's energy network.
- Benefits: Competitive salary, generous pension, flexible benefits, and 26 days holiday.
- Other info: Inclusive workplace with opportunities for professional growth and development.
- Why this job: Be part of transformative projects that shape the future of energy in the UK.
- Qualifications: Experience in change management and strong stakeholder engagement skills required.
The predicted salary is between 63000 - 77000 £ per year.
- Customer Policy Implementation Officer
- Warwick (Hybrid)
About us
At National Gas, the work we do matters.
As Britain's national gas network, we help keep the lights on, businesses running, and homes warm by maintaining the critical infrastructure that transports gas across Great Britain.
While providing the energy security Britain relies on today, we're also helping transform the network for a clean energy future.
Join us and help secure Britain's energy.
About the role
We're looking for a Customer Policy Implementation Officer to support the successful delivery and adoption of customer-facing business and IT change across National Gas.
This role combines change implementation, stakeholder engagement, governance and continuous improvement, ensuring new systems, processes and ways of working are embedded effectively and deliver tangible business benefits.
National Gas is delivering a significant programme of transformation across systems, processes, data and customer services.
As we continue to develop new customer offerings and support emerging energy opportunities including hydrogen, carbon capture and storage (CCS), biomethane and data centre connections, effective change implementation is critical to our success.
Working closely with the Customer IT Transformation Manager, IT delivery teams and Business Development stakeholders, you'll play a key role in ensuring change initiatives are understood, adopted and embedded within the business.
Your work will help minimise disruption, maximise user adoption and ensure the benefits of change are fully realised.
This is an excellent opportunity for someone with change management, governance, PMO or policy implementation experience to gain exposure to major transformation programmes at the centre of National Gas' future strategy.
- What you'll be doing
- Support the implementation of customer-related business and IT change initiatives across CRM, hydrogen, CCS, biomethane and data centre connection programmes.
- Work with stakeholders to understand change requirements and ensure new processes and ways of working are successfully embedded.
- Translate high-level requirements into practical operational actions and implementation plans.
- Coordinate and track change activities, dependencies, risks and issues alongside the Business Development PMO team.
- Support business testing, user acceptance activities, training material development and early-life support.
- Act as a key point of contact during implementation, capturing user feedback and helping resolve issues.
- Monitor adoption, benefits realisation and performance indicators following implementation.
- Champion continuous improvement through lesson learned activities and future change recommendations.
- What you'll bring
Essential
- Demonstrable experience implementing business change programmes or transformation initiatives.
- Experience working with customer-facing systems, business processes or digital platforms.
- Strong stakeholder engagement skills with the ability to build effective relationships across multiple teams.
- Excellent organisational and coordination skills with a structured approach to planning and delivery.
- Strong analytical skills with the ability to identify issues and develop practical solutions.
- Experience supporting governance, PMO activities, policy development or standard operating procedures.
- Ability to work collaboratively across operational, technical and business teams.
Desirable
- Project management experience.
- PRINCE2 Foundation qualification or equivalent project delivery experience.
- Experience supporting user adoption, training or business readiness activities.
- Knowledge of the UK energy sector or regulated utilities environment.
What we offer
- Market-leading double-match pension (up to 12% company contribution)
- Annual performance bonus up to 6%
- Access to the Tusker salary sacrifice car scheme
- 26 days holiday (plus statutory holidays)
- 10x salary life assurance and income protection
- Flexible benefits including healthcare, dental, and technology options
- Family-friendly policies, wellbeing support, and professional development opportunities
- Inclusive recruitment
We're building a workforce that reflects the communities we serve, championing diversity, and creating an inclusive workplace where everyone is valued for their unique contribution.
We support reasonable adjustments throughout the recruitment process and beyond.
National Gas is a Disability Confident employer and signatory of the Armed Forces Covenant.
Customer Policy Implementation Officer employer: National Gas
National Gas is an excellent employer, offering a dynamic work environment in Aberdeen where you can play a vital role in maintaining critical energy infrastructure. With a strong focus on employee growth and development, the company provides competitive salaries, overtime opportunities, and a comprehensive benefits package, all while fostering a culture of innovation and collaboration in the oil & gas sector.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Policy Implementation Officer
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at National Gas. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like National Gas before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Policy Implementation Officer
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to National Gas:Your cover letter is your chance to shine! Tell us why you want to work at National Gas specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at National Gas!
How to prepare for a job interview at National Gas
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
