Stakeholder Engagement and Communication Officer

An opportunity has arisen for a Stakeholder Engagement and Communications Officer. Our Distribution System Operator (DSO) is planning the local electricity system of the future, making sure we have the right network in place for our customers through smart investment delivered at the pace and at scale. We know that our customers’ electricity use is growing, and the speed of change will only accelerate. Our DSO is focused on taking a strategic, long-term view on how and where we invest to meet this significant growth in demand. We believe that it is essential to engage effectively with our customers and stakeholders to understand their future needs, so that we can evolve our network to meet those needs.

Working closely with our Stakeholder Experience Manager, the Stakeholder Engagement & Communication Officer will support the development and execution of stakeholder engagement and communication strategies for the DSO. In collaboration with colleagues in External Affairs, the role will plan, coordinate and deliver an engaging and cohesive stakeholder experience through publications, events and communication channels. The role’s focus will be on enhancing our stakeholders’ experience, improving the DSO’s reputation, and increasing our stakeholder satisfaction.

This is a hybrid role with an expectation of one day a week in one of our offices. Offices are located across the Midlands, South-West and South-Wales.

Main Responsibilities:

• Support development and delivery of the DSO stakeholder strategy and campaign plan, focused on using data-driven insights to raise the profile of the work we do, improve our reputation and increase stakeholder satisfaction.
• Develop, coordinate and deliver campaigns targeted at specific stakeholders, including communications, bilateral engagements, events, workshops and public consultations.
• Coordinate and maintain internal and external communication channels, including the DSO website and DSO social media, working with our web developers and channel managers.
• Develop, coordinate and deliver multimedia to tell the story of the DSO and the value we are creating for our communities and stakeholders.
• Draft and edit stakeholder communications on behalf of all DSO teams, including presentations, reports, briefing materials and social media content, ensuring our messaging is consistent with our identity and narrative.
• Triage incoming requests and communications from our stakeholders and coordinate their engagement with other teams in the DSO.
• Support delivery of our stakeholder satisfaction surveys, working to ensure that the DSO is seen as a leader and that we deliver the maximum stakeholder satisfaction score.
• Capture stakeholder feedback, proactively monitor stakeholder sentiment and provide regular insights to the DSO’s Senior Leadership Team.
• Monitor and evaluate stakeholder satisfaction and engagement levels, aspiring to develop industry leading engagement standards.
• Maintain up-to-date information on our stakeholder interactions in the DSO’s customer relationship management platform (Tractivity).
• Maintain awareness of the approaches adopted by other similar organisations, benchmarking our activities against them and adapting our approach to maintain our position at the forefront of delivering exceptional value and service to our stakeholders.

The Ideal Candidate:

• We are seeking a candidate that has experience in delivering multi-channel engagement, influencing and communication campaigns that provide stakeholders with a positive experience and improve our brand reputation as well as turning complex technical concepts into clear, concise and engaging narratives.
• The successful candidate will be able to plan, coordinate and deliver stakeholder interactions, events and multimedia, using feedback and insights to drive business value.
• They will have experience in stakeholder management approaches and tools, including using and maintaining stakeholder records via CRM systems.
• The candidate will be comfortable travelling across the South-West, South Wales, Midlands and London, and will be able to work productively in a virtual team that is spread across a wide geography.
• They will be willing to work or travel outside of typically business hours on an occasional ad-hoc basis, as business needs require.
• We are interested in hearing from candidates that can demonstrate strong interpersonal and relationship-building skills.
• The ability to engage effectively with diverse stakeholder groups across the Midlands, South-West and South-Wales.
• Creative and adaptable, with the ability to tailor messaging to different audiences.
• The ability to work independently and manage multiple projects and competing priorities.
• High standards for quality and attention to detail whilst working at pace.
• An organised, proactive and collaborative approach to delivery and problem-solving.
• An ability to translate complex information into accessible content for external stakeholders.
• Strong writing and editing skills, with the ability to create clear, engaging and informative content.
• Educated to degree level is preferred, but not essential.

National Grid Electricity Distribution is committed to safeguarding the interests of the Company, colleagues and customers. This role is subject to a satisfactory Barring Service (DBS) check, depending on the role different levels of screening and vetting are required.