Hybrid Customer Excellence Manager — Transformation Leader

National Grid; Cardiff; Hybrid; GBP 65,000 - 85,000; Full time

Job summary

National Grid Electricity Distribution (NGED) in Cardiff is seeking a Customer Operations Manager to lead the Customer Excellence strategy and transformation for site and functional teams.

Based at Lamby Way, the role starts office-based with a hybrid arrangement (minimum 3 days in the office) and involves driving performance, budgets, compliance, and stakeholder engagement to deliver excellent customer outcomes.

Qualifications

• Extensive experience in people management and leadership within a contact centre or multi-site operation.
• Strong track record in operational management, transformation and delivering performance improvements.
• Familiarity with contact centre tools, metrics, and pricing structures, plus financial forecasting.

Responsibilities

• Drive high performance against key targets and develop strategies to address variances.
• Own delivery of financial targets by budgeting, cost control and forecast planning.
• Ensure data protection, security and anti-fraud compliance across the team.
• Collaborate with Customer Excellence to monitor activity, identify gaps, and take action.
• Lead reviews with support services and coordinate Employee Forum engagement.
• Serve as the primary senior escalation point for customers and resolve complex issues.
• Lead and develop a high performing team, ensuring appropriate resourcing and motivation.

Skills

People management

Leadership

Change management

Customer service

Stakeholder management

Financial forecasting

Team coaching

Operational management

Tools

CRM software

Forecasting tools

Job description

National Grid Electricity Distribution (NGED) in Cardiff is seeking a Customer Operations Manager to lead the Customer Excellence strategy and transformation for site and functional teams.

Based at Lamby Way, the role starts office-based with a hybrid arrangement (minimum 3 days in the office) and involves driving performance, budgets, compliance, and stakeholder engagement to deliver excellent customer outcomes.