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At National Grid, our commitment to a cleaner, greener energy future is powered by the dedication and ingenuity of our people. Join our team as a Lead Customer Relationship Manager and be a part of something bigger—where your skills and passions can make a real difference. Together, we are superpowered.
National Grid is hiring a Lead Customer Relationship Manager for our Customer and Network Development Team based in Warwick.
About The Role
The Lead Customer Relationship Manager is the first point of contact for our customers, supporting them through our connections process. They act as the voice of the customer internally, ensuring we understand their needs and requirements, while actively managing their progression against key connection milestones.
This role is vital in connecting customers to the high voltage transmission system in England and Wales, helping turn the UK’s net zero ambitions into reality.
What You'll Do
* Assist the line manager in establishing and implementing team strategies.
* Build and maintain relationships with customers, especially strategic ones, and share best practices with the team.
* Track customer complaints in our CRM, report trends, and guide the team in resolving issues efficiently.
* Collaborate with the Contracts Team to understand customer needs, acting as their internal voice.
* Have detailed knowledge of Connection Agreements and communicate them effectively to customers.
* Represent the team as a Subject Matter Expert in workshops and strategic meetings.
* Understand individual customer needs.
* Develop and review Account Plans for strategic customers.
* Conduct ISO9001 customer service audits.
* Provide training and coaching to upskill the team.
What You'll Need
* Experience managing multiple customers or stakeholders.
* Ability to influence at a senior level.
* Commercial acumen and negotiation skills.
* Experience in a busy environment with multiple activities.
* Relationship and/or account management experience preferred.
* Experience in energy or utilities industry preferred.
What You'll Get
* Annual Performance Bonus
* Hybrid working model (Home, Site, Office)
* 26 days annual leave plus 8 statutory days
* Option to buy or sell holiday days
* Generous pension scheme with company matching up to 12%
* Support for professional memberships, courses, and exams.
* Flexible benefits: share schemes, salary sacrifice options, wellbeing apps, and more.
* Family care benefits, including backup care services.
More Information
National Grid Electricity Transmission (NGET) owns the electricity transmission network in England and Wales. We deliver energy to millions, support the move to cleaner energy, and aim for net zero emissions by 2050.
We operate our network safely, reliably, and efficiently, connecting the nation and evolving our infrastructure.
Follow the link below to learn more about us:
The closing date for applications is 08/05/25.
Additional Details
* Seniority level: Associate
* Employment type: Full-time
* Job function: Sales and Business Development
* Industries: Utilities
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