Advocate, Customer Contact

National Grid plc; Northboro (IA); Hybrid; USD 76,000 - 89,000; Full time

Benefits offered by this job

Annual performance bonus

Generous pension plan

Private medical insurance

Job summary

National Grid plc in Northborough, MA is hiring a Customer Advocate in a hybrid role with driving required. You will work with National Grid’s most vulnerable customers and partner agencies to improve quality of life by increasing enrollment in assistance programs and tools to manage energy costs.

The role involves community outreach, collaboration with internal teams, and building relationships with external partners to champion equitable service.

Qualifications

• Bachelor’s degree or 3+ years of related experience in customer advocacy, customer service, or similar role is highly preferred.
• Bilingual proficiency in English is a plus but not required.
• Must have valid driver’s license.
• Experience with PowerBi, Reporting and Customer Management Systems is highly preferred.
• Experience supporting low-income or vulnerable populations is preferred.

Responsibilities

• Provide one‑on‑one support to customers, including billing inquiries, payment options, and LIHEAP applications.
• Travel regularly via personal vehicle across Massachusetts to community events and partner locations.
• Represent National Grid at community outreach events and forums attended by income‑eligible customers.
• Ensure work adheres to National Grid policies and regulatory requirements.
• Identify and activate new community engagement channels to increase awareness of programs.

Skills

PowerBi

Reporting

CRM Systems

Customer advocacy

Communication

Education

Bachelor’s degree

3+ years related experience

Tools

PowerBi

Reporting

CRM Systems

Job description

National Grid is hiring a Customer Advocate, for our Northborough, MA office. This is a Hybrid Role and driving is required. Must live within a commutable distance to one of our offices.

Every day we deliver safe and secure energy to homes, communities, and businesses. We are there when people need us the most. We connect people to the energy they need for the lives they live.

The pace of change in society and our industry is accelerating and our expertise and track record puts us in an unparalleled position to shape the sustainable future of our industry. To be successful we must anticipate the needs of our customers, reducing the cost of energy delivery today and pioneering the flexible energy systems of tomorrow. This requires us to deliver on our promises and always look for new opportunities to grow, both ourselves and our business.

Job Purpose

As a Customer Advocate, you will work directly with National Grid’s most vulnerable customers, as well as the external support agencies and advocacy organizations that serve them. Your mission is to improve customers’ quality of life by increasing awareness of and enrollment in the tools and programs National Grid offers to help income‑eligible customers manage the affordability and volatility of their monthly energy costs.

In this role, you will also act as an internal voice for these customers, ensuring their perspectives, needs, and lived experiences are represented within National Grid. By doing so, you will help inform the development of strategies, programs, and offerings designed to more effectively support income‑eligible customers and strengthen the company’s commitment to equitable service.

Key Accountabilities

• Provide one‑on‑one support to customers, assisting with billing inquiries, payment options, negotiated payment agreements, LIHEAP applications, outage preparedness, protections certification, and energy efficiency resources.
• Travel regularly via personal vehicle across Massachusetts to community events hosted in socioeconomically challenged areas, partner agency offices and National Grid facilities.
• Represent National Grid at community outreach events, including Customer Care evets and other forums attended by income‑eligible customers.
• Ensure all work adheres to National Grid policies, processes, and procedures, while maintaining compliance with applicable legislation and regulatory requirements.
• Identify and activate new community‑based and external engagement channels to increase awareness of and participation in National Grid programs for income‑eligible customers.
• Manage and prioritize customer referrals from multiple sources—including email, vendors, call centers, field teams, and internal partners—in accordance with established policies and procedures.
• Build and maintain strong relationships with internal teams and external partners to share information on social care programs, emerging opportunities, and customer support services, while offering informed guidance and technical expertise.
• Establish trusted relationships with community agencies and advocacy organizations, serving as their primary point of contact and “go‑to” resource for National Grid programs, policies, and referrals.
• Capture insights from customer interactions and community engagement to represent the voice of income‑eligible customers and inform the design and evolution of National Grid programs and offerings.
• Continuously build technical and professional expertise in customer advocacy to enhance personal impact and contribution to the business.
• Leverage peer networks to share best practices and apply emerging knowledge within the customer experience space.

#LI-SA1

Qualifications

• Bachelor’s degree or 3+ years of related experience in customer advocacy, customer service, or a similar support‑focused role is highly preferred.
• Bilingual proficiency in English and at least one other language is a plus but not required.
• Must have valid driver’s license
• Experience with PowerBi, Reporting and Customer Management Systems is highly preferred
• Demonstrated success in a customer service environment, ideally with experience supporting low‑income or vulnerable populations.
• Understanding of fundamental low‑income energy assistance and affordability program concepts is strongly preferred.
• Knowledge of, or the ability to quickly learn, National Grid customer information systems, including customer account management, billing and financial structures, energy management systems, and document management tools (e.g., CSS or similar platforms).
• Familiarity with, or the ability to rapidly develop expertise in, social service and assistance programs available to income‑eligible customers, with a proven ability to explain complex program options clearly to diverse audiences.
• Understanding of National Grid’s business operations, policies, and practices, or the demonstrated ability to acquire this knowledge efficiently.
• Knowledge of relevant industry practices, regulations, and compliance requirements.
• Proficiency in Microsoft Office applications, including Excel, Word, PowerPoint, and Access.

More Information

$76,000 - $89,000 a year

National Grid will not be providing visa sponsorship for this position now or in the future. You must have the ability to work without a need for current or future visa sponsorship.

National Grid utilizes an assessment that evaluates the job qualifications/characteristics using AI or statistically based scoring. For more information, please view NYC Local Law 144.

This position has a career path which provides for advancement opportunities within and across bands as you develop and evolve in the position; gaining experience, expertise and acquiring and applying technical skills. Candidates will be assessed and provided offers against the minimum qualifications of this role and their individual experience.

National Grid is committed to providing equal employment opportunities to all employees and applicants for employment regardless of protected class. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, or any other protected status in accordance with applicable federal, state, and local laws. National Grid maintains affirmative action programs for individuals with disabilities and protected veterans.

Our employment practices are designed to ensure that all individuals are treated fairly and with respect throughout the hiring process and during employment. National Grid complies with all applicable federal, state, and local anti-discrimination laws. We are dedicated to fostering a workplace that is free from unlawful discrimination and harassment, and we encourage a culture of respect for all.

National Grid operates in both the UK and US, with a broad portfolio of energy businesses dedicated to providing safe, reliable, and sustainable power.

From electricity and gas transmission to advancing clean energy and modernising grids, our work covers every aspect of the energy system.

Our energy flows through absolutely everything we do

Life here at National Grid is more than just our purpose or our values, it’s everything we put into everything we do. It’s our commitment to diversity and inclusion; how we help our employees learn and grow; and how we partner with and support the communities where we live and work. It’s all this, and so much more.

We leverage our collective strengths to do meaningful BIG work so that we can be at the heart of a fair and affordable energy future.

Your salary is reviewed each year against the market for your role, skills, knowledge and experience.

Incentive

Annual performance plan or bonus (depending on your role) rewards your contribution to our success each year.

Retirement

Generous pension plan with company contributions up to 12%.

Private medical insurance for self and family.