Supervisor, Customer Meter Services

National Grid Plc; Buffalo (NY); On-site; USD 97,000 - 137,000; Full time

Job summary

National Grid in Buffalo, NY is seeking a Supervisor, Customer Meter Services to lead union and contracted field teams in meter services, meter reading, and related customer operations. You will ensure safe, efficient work and compliance with company and regulatory requirements while delivering service goals.

This role supports emergency response and storm restoration, participates in on-call rotations, and uses data to drive performance improvements.

Qualifications

• Two to five years of supervisory experience in utility or field operations.
• Ability to lead teams, communicate effectively, and solve operational challenges.
• Experience managing field operations and labor relations.
• Bachelor's degree or equivalent experience; valid driver's license.
• Experience with unionized workforce is desirable.
• Proficiency with SAP and Microsoft Office.

Responsibilities

• Lead, coach, and develop union and contracted field employees.
• Promote safety culture and ensure compliance with all Company policies, procedures, and regulatory requirements.
• Manage daily workload, staffing, and resource allocation to achieve objectives.
• Monitor productivity, quality, and performance metrics; drive improvements.
• Participate in emergency response, storm restoration, and on-call activities.
• Review payroll, invoices, and other administrative tasks.
• Build relationships with customers, contractors, labor representatives, municipalities, and internal stakeholders.
• Support implementation of new technologies and processes.

Skills

Leadership experience

Effective communication

Analytical skills

Emergency response experience

Education

Bachelor's degree or equivalent

Tools

Microsoft Office

SAP

Workforce management systems

Job description

National Grid is hiring a Supervisor, Customer Meter Services for our Electric Operations team in Buffalo, NY.

At National Grid, we deliver safe, reliable energy to millions of customers while supporting the transition to a cleaner and more sustainable energy future. We are looking for leaders who are committed to safety, customer service, operational excellence, and employee development.

Job Purpose

The Supervisor, Customer Meter Services is responsible for leading union and contracted field employees engaged in meter services, meter reading, investigations, field collections, and related customer operations. The role is accountable for ensuring work is completed safely, efficiently, and in compliance with Company and regulatory requirements while meeting safety, operational, customer, and financial objectives.

This position plays a critical role in emergency response and storm restoration activities, providing leadership and operational support during system emergencies, major outage events, and other business-critical incidents.

Key Accountabilities

• Lead, coach, and develop union and contracted field employees.
• Promote a strong safety culture and ensure compliance with all Company policies, procedures, and regulatory requirements.
• Manage daily workload, staffing, and resource allocation to achieve operational, customer, and business objectives.
• Monitor productivity, quality, and performance metrics and implement improvements where needed.
• Utilize operational systems, data, and performance metrics to monitor results, identify trends, and drive continuous improvement.
• Conduct field observations and provide employee coaching, development, and performance feedback.
• Manage employee performance, attendance, development, and labor relations matters.
• Build and maintain effective working relationships with customers, contractors, labor representatives, municipalities, and internal stakeholders.
• Support the implementation of new technologies, operational processes, and continuous improvement initiatives.
• Review and approve payroll, invoices, purchase orders, and other administrative activities.
• Participate in emergency response, storm restoration, and on-call activities, including nights, weekends, holidays, and extended work hours as required.

Qualifications

• Two to five years of leadership or supervisory experience in utility, field operations, construction, logistics, manufacturing, military, or a related operational environment required.
• Demonstrated ability to lead teams, communicate effectively, and solve complex operational challenges.
• Experience managing field operations, workforce planning, operational performance, and multiple priorities in a fast-paced environment.
• Experience leading and developing a unionized workforce is desirable.
• Strong analytical skills with the ability to leverage operational data and performance metrics to drive business results and continuous improvement.
• Proficiency with Microsoft Office, SAP, workforce management systems, and other operational technologies.
• Experience supporting emergency response, storm restoration, or other critical operational events.
• Bachelor's degree, or an equivalent combination of education and relevant work experience.
• Valid driver's license is required.
• Ability to participate in an on-call rotation and respond to operational emergencies outside of normal business hours required.

More Information

$97k - $137k 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.

We offer a competitive base salary, with annual reviews to ensure it reflects the market rate for your role, skills, knowledge, and experience.

Incentive Pay

Depending on your role, you'll be eligible for an annual performance bonus that rewards your contribution to our success. Your bonus is a percentage of eligible earnings and may vary each year.

Recognition

Our global recognition program lets you thank and reward colleagues for their contributions, along with career milestone awards to celebrate key achievements.

Retirement

We offer a generous pension plan with company contributions up to 12%. For every £1 you contribute, we'll add £2. You can also make extra voluntary contributions to boost your retirement savings.