Customer Operations Leader — Transformation & Excellence

National Grid Electricity Distribution; Cardiff; Hybrid; GBP 45,000 - 60,000; Full time

Benefits offered by this job

Contributory pension

Healthcare for you and family

Employee Assistance Programme

Free on-site parking

Job summary

National Grid Electricity Distribution in Cardiff is hiring a Customer Operations Manager on a 6–12 month fixed term contract. You will oversee delivery of Customer Excellence strategies, lead a team of 100+ colleagues and drive transformation across sites, balancing customer needs with regulatory and financial targets.

Reporting to the Head of Contact Centres, the role combines office-based work with a hybrid approach, requiring strong leadership, stakeholder management and a hands-on approach

Qualifications

• Extensive experience in People management and Leadership in a multi-site contact centre.
• Proven ability to manage multiple priorities and stakeholders with impact.
• Experience delivering transformation and performance improvement.

Responsibilities

• Drive high performance against key targets and coach teams to close gaps.
• Own delivery of financial targets, budgets and forecasts.
• Ensure data protection, security and compliance across the operation.
• Monitor activity, identify risks, and take action to mitigate issues.
• Lead employee engagement and plan development across sites.
• Escalate and resolve complex customer issues in partnership with NGED.

Skills

People management

Leadership

Cross-site coordination

Stakeholder management

Communication

Change management

Driving licence

Operational experience

Job description

National Grid Electricity Distribution in Cardiff is hiring a Customer Operations Manager on a 6–12 month fixed term contract. You will oversee delivery of Customer Excellence strategies, lead a team of 100+ colleagues and drive transformation across sites, balancing customer needs with regulatory and financial targets.

Reporting to the Head of Contact Centres, the role combines office-based work with a hybrid approach, requiring strong leadership, stakeholder management and a hands-on approach