Customer Communications Officer – NESO
National Energy System Operator (NESO) recognises the potential of bright and talented individuals, and we invite you to join as the energy system undergoes an ambitious transformation. Together with industry, we are creating a cleaner, more sustainable future.
About the role
We are looking for two Connections Reform Customer Communications Officers to join our growing Connections Reform Engagement Team. These roles will lead on publications and events, including the planning and delivery of customer‑facing events and the creation of key publications that support customer understanding of the Connections Reform programme. The positions will ensure all outputs are customer‑centric, insight‑driven, and aligned with NESO’s reform objectives.
Key accountabilities
* Design and deliver impactful customer events such as webinars, forums, and strategic engagement sessions.
* Develop agendas and content that reflect customer priorities and reform updates.
* Collaborate with internal teams to source speakers, content, and logistics.
* Drive strong attendance and engagement through targeted communications and follow‑up strategies.
* Lead post‑event feedback loops and use insights to inform future events and improve customer experience.
* Initiate, create, and manage customer‑facing publications including guidebooks, registers, FAQs and other materials.
* Coordinate editorial review and quality assurance processes.
* Maintain a calendar of events and publication schedules, ensuring alignment with NESO’s digital channels.
* Monitor customer feedback and update materials accordingly.
* Support external events teams with briefings and insights gained from customer‑owned events.
* Manage contractors or agencies involved in content production and delivery.
About you
Knowledge
* Understanding of stakeholder and customer engagement principles.
* Event planning or publishing processes.
* Familiarity with communications in a regulated environment.
* Energy industry and Connections Reform knowledge highly desirable.
Experience
* Experience in event planning, stakeholder engagement, or content development.
* Experience managing publications and editorial processes.
* Experience working with cross‑functional teams and managing external partners.
Skills
* Strong organisational and project management skills.
* Excellent written and verbal communication.
* Editorial judgement and ability to translate complex information into engaging content or events.
* Comfortable using digital tools and platforms to support engagement.
* Graphic design skills desirable but not essential.
What you’ll get
Competitive salary between £48,000 and £57,000 (dependent on experience and capability), plus a company performance‑based bonus. 26 days annual leave, a contributory pension scheme with company match up to 12%, and a comprehensive benefits package supporting wellbeing and professional development.
More information
This role closes on 19 November 2025 at 23:59. We encourage candidates to submit their application as early as possible.
Locations
Wokingham, Warwick, or Glasgow (hybrid working available).
Job details
* Seniority level: Entry level
* Employment type: Full‑time
* Job function: Marketing, Public Relations, Writing/Editing
* Industries: Utilities
About NESO
In Autumn 2024, the ESO transitioned to the National Energy System Operator (NESO). The independent body is responsible for planning Great Britain’s electricity and gas networks and operating the electricity system. NESO is licenced and regulated by Ofgem, focusing on delivering sustainable, affordable and secure energy solutions for all consumers.
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