Lead Relationship Manager

National Grid plc; Warwick; Hybrid; GBP 45,000 - 75,000; Full time

Job summary

An established industry player is seeking a Lead Customer Relationship Manager to join their Customer and Network Development Team in Warwick. This pivotal role focuses on managing customer relationships, ensuring their needs are met throughout the connection process. The ideal candidate will possess strong negotiation skills and a proven track record in stakeholder management. With a commitment to a cleaner energy future, this company offers a hybrid working model, generous annual leave, and a performance-based bonus. Join a passionate team dedicated to transforming the UK's energy landscape and making a real difference.

Benefits

Annual Performance Based Bonus

Hybrid working model

26 days annual leave plus statutory days

Generous contributory pension scheme

Financial support for professional memberships

Flexible benefits

Family care benefits

Health and wellbeing apps

Qualifications

• Strong experience managing multiple customers or stakeholders.
• Proven ability to influence at a senior level.

Responsibilities

• Lead in building and maintaining relationships with strategic customers.
• Track customer complaints and guide the team in resolving issues.

Skills

Customer Relationship Management

Stakeholder Management

Negotiation Skills

Commercial Acumen

Account Management

Tools

CRM Systems

Job description

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Job Function: Customer Experience and Marketing

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 unique 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 and supports them through our connections process. They’re the voice of the customer internally and ensure we know the customer’s needs and requirements, whilst actively managing the customers progression against critical connection milestones.

This role is crucial in connecting customers to the high voltage transmission system in England and Wales and turning the UK’s net zero ambitions into reality.

What you'll do

• Assist the line manager with establishing and implementing strategies to the team.
• Lead in building and maintaining relationships with our customers, in particular strategic customers and share best practice with the team.
• Track customer complaints in our CRM system, report trends and guide the team in resolving these quickly and efficiently.
• Work closely with the Contracts Team to ensure Customer needs are understood – being the voice of the customer internally.
• Have detailed knowledge on all aspects of Connection Agreements and be able to articulate in ways to suit customer understanding.
• Represent the team, as a Subject Matter Expert, at improvement workshops and strategic meetings.
• Understand key customer individual needs.
• Write and review Account Plans for our strategic customers.
• Conduct ISO9001 customer service audits of our customer accounts.
• Provide training and on the job coaching, ensuring upskilling of the team.

What you'll need

• Strong experience of managing multiple customers or stakeholders.
• Proven track record of being able to influence at a senior level.
• Commercial acumen and strong negotiations skills.
• Experience of working in a busy working environment with numerous activities running in parallel.
• Experience in relationship and/or account management preferred.
• Experience in energy or utilities (or similar industry) preferred.

What you'll get

• Annual Performance Based Bonus
• Hybrid working model between Home, Site and Office
• 26days annual leave,plus eight statutory days
• The option to buy additional or sell holiday days
• Generous contributory pension scheme - we will double-match your contribution to a maximum company contribution of 12%
• Financial support to help cover the cost of professional membership subscriptions, course fees, books, exam fees and time off for study leave – so long as it’s relevant to your role
• Access to several 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
• Family care benefits including a back-up care service for when your usual care arrangements fall through (six paid days each year as standard with the option to purchase further days)
• Access to a numerous apps which support health, fitness and wellbeing

More information

National Grid Electricity Transmission (NGET) own the electricity transmission network in England and Wales . Every time you plug in your phone or flick a light switch, we’ve played a part. Not only are we responsible for delivering energy to millions of homes and businesses, we are also driving the move to cleaner energy, and the Government’s target of net zero emissions by 2050.

National Grid Electricity Transmission (NGET) is at the heart of energy in the UK. The electricity we provide gets the nation to work, powers schools and brings energy to life. Our energy network connects the nation, so it’s essential that it’s continually evolving, advancing, and improving.

In NGET we are passionate about both operating our network safely and providing highly reliable quality of supply for our customers. At the heart of achieving these outcomes is the effective control and operation of our network.

To find out more about us, please follow the link below:

The closing date for applications is 08/05/25