At a Glance
- Tasks: Lead customer strategy initiatives and enhance customer journeys across multiple business entities.
- Company: Join a forward-thinking company committed to customer satisfaction and inclusivity.
- Benefits: Competitive salary, performance bonuses, flexible benefits, and a strong pension scheme.
- Other info: Flexible working options and a commitment to diversity and inclusion.
- Why this job: Make a real impact on customer experiences and drive positive change in the industry.
- Qualifications: Bachelor's degree or relevant experience with significant customer engagement skills.
The predicted salary is between 62000 - 77000 £ per year.
To develop, drive forward and coordinate actions to deliver the strategy for customer journeys across multiple business entities, bringing the voice of our customers and stakeholders into the business to ensure that all colleagues understand who our customers are.
Align internal and external senior stakeholders behind a common delivery plan and ensure timely reporting of progress through the journey governance framework to the customer sponsor.
Proactively develop, manage and maintain relationships with key customer related stakeholders, trade bodies and industry forums.
Identify, prioritise and implement journey improvements to support the creation of a sustainable customer culture that leads to the efficient running of the end-to-end customer experience.
Lead a highly engaged team across the business both inside and outside national grid that shares a common understanding of the desired journey experience, shares best practise and works collaboratively to ensure the delivery of the desired customer experience.
Transfer capability into the leadership communities to embed and sustain a customer focused culture within and across functions to achieve the delivery of customer experiences that exceed the customer expectations.
Monitor customer views and feedback using surveys and external engagement as well as support the business to develop actions to improve customer satisfaction.
Collate and share key industry information to advise on customer relationships and value stream intelligence.
Qualifications Bachelor's degree (or equivalent), or relevant experience Significant customer experience About us More Information#LI-MR1 #LI-HYBRID As well as a base salary of 62k to 77k in Warwick or 68k to 85k in London, you will receive a bonus of up to 30% based on personal and company performance and a competitive contributory pension scheme where we will double match your contribution to a maximum company contribution of 12%.
You will also have 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 to name a few.
We value diversity and are committed to creating an inclusive workplace for all.
We welcome applications from all suitably qualified candidates – we make appointments purely on merit, assessed against objective selection criteria.
We support flexible working and will make reasonable adjustments throughout the recruitment process should you have any physical or mental impairment which may affect your ability to participate in the process.
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.
Manager, Customer Strategy 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 Manager, Customer Strategy 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 Manager, Customer Strategy 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.
