At a Glance
- Tasks: Connect customers to the high voltage transmission system and support their journey.
- Company: Join National Grid, a leader in energy transition and sustainability.
- Benefits: Competitive salary, generous holiday, pension scheme, and flexible working options.
- Other info: Dynamic role with opportunities for professional growth and development.
- Why this job: Be the voice of customers and drive real change in the energy sector.
- Qualifications: Experience in relationship management and strong interpersonal skills required.
The predicted salary is between 55000 - 65000 £ per year.
About Us
At National Grid, we light up the world by harnessing the unique strengths of our people. Join us as a Lead Relationship Manager to be part of a team that's driving forward the energy transition, creating a brighter, more sustainable future for all. Unleash your superpower and bring energy to life. National Grid is hiring a Lead Relationship Manager - This position is based from our Warwick office however we offer flexible hybrid working options.
Job Purpose
This role is crucial in connecting customers to the high voltage transmission system in England and Wales and turning the UK’s net zero ambitions into reality. The Relationship Manager is the first point of contact for our customers and supports them through our connections process. They’re the voice of the customer internally and ensure we know the customer’s needs and requirements, whilst actively managing the customers progression against critical connection milestones.
What You'll Do
- Assist the line manager with establishing and implementing strategies to the team.
- Lead in building and maintaining relationships with our customers, in particular strategic customers and share best practice with the team.
- Track customer complaints in our CRM system, report trends and guide the team in resolving these quickly and efficiently.
- Work closely with the Contracts Team to ensure Customer needs are understood – being the voice of the customer internally.
- Have detailed knowledge on all aspects of a TOCO and be able to articulate in ways to suit 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 our strategic customers.
- Conduct ISO9001 customer service audits of our customer accounts.
- Provide training and on the job coaching, ensuring upskilling of the team.
About You
- Interpersonal, Supervisory or Management
- Strong experience of managing multiple customers or stakeholders.
- Proven track record of being able to influence at a senior level.
- Commercial acumen and strong negotiations skills.
- Thrives in a busy working environment with numerous activities running in parallel.
- Technical or Specialist
- Experience in relationship and/or account management preferred.
- Experience in energy or utilities (or similar industry) preferred.
- Experience in using a CRM System (Salesforce or similar) preferred.
Full Driving Licence required.
What You'll Get
- A competitive salary between £55,000 – £65,000 dependent on capability.
- 26 days holiday, plus eight statutory days, an option to buy extra holiday days, and the option to holiday swap up to 3 bank holiday days.
- An annual performance incentive.
- A generous pension scheme, double matched up to 6% of your salary each month.
- Life insurance at 10 times basic salary.
- Employer funding towards a portion of your Private Medical Insurance.
- Access to a number of flexible benefits such as a share incentive plan, salary sacrifice car and technology schemes, support via employee assistance lines and matched charity giving.
More Information
The closing date for this vacancy is 11th August. However, we encourage candidates to submit their applications as early as possible and not to wait until the published closing date. National Grid’s recruitment periods can and may vary. We reserve the right to remove this advert or close it to further applications at any point during the recruitment process.
In NGET we are passionate about both operating our network safely and providing highly reliable quality of supply for our customers. At the heart of achieving these outcomes is the effective control and operation of our network.
DE & I statement
At National Grid, 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. Our goal is to drive, develop and operate our business in a way that results in a more inclusive culture.
Please note that in most cases, National Grid is unable to offer sponsorship for employment under the UK points-based immigration system. As such, applicants must have the legal right to work in the UK without requiring sponsorship now or in the future under the UK points-based immigration system. However, in exceptional circumstances where there is a clear and demonstrable need for specialist skills that cannot be sourced from the local labour market, National Grid may consider offering sponsorship. All applications are welcome from candidates who meet these requirements, regardless of race, nationality, or ethnic origin.
Lead Relationship Manager in Warwick employer: National Grid
Join a forward-thinking company that values innovation and collaboration in the telecoms sector. With a strong commitment to employee development, we offer a hybrid working model that promotes work-life balance while providing opportunities for professional growth within the dynamic environment of the South West and South Wales. Our supportive culture encourages teamwork and ensures that you play a vital role in delivering secure and resilient communication solutions for the high-voltage electricity network.
StudySmarter Expert Advice🤫
We think this is how you could land Lead Relationship Manager in Warwick
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at National Grid. 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 Grid 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 Lead Relationship Manager in Warwick
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 Grid:Your cover letter is your chance to shine! Tell us why you want to work at National Grid 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 Grid!
How to prepare for a job interview at National Grid
✨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.
