Connections Manager

An opportunity is available for Connections Manager.  This is a developing role which will evolve in line with business requirements, government policy and climate change insight.  The location of the role can be flexible and will be agreed with the successful candidate although regular attendance at our offices in Bristol, Tipton and/or Castle Donington will be required.

Reporting to the Head of Connections you will be responsible for the management and leadership of the Connections team.  Lead the development and delivery of efficient, best-in-class customer connections experience for ED. You will also be responsible for:

The development and publication of the relevant ED Connections strategies, ensuring that they align with NG Group and NGED objectives.
Aligning ED connections processes and policies to the needs of customers, including the implementation of digital servicing pathways.
Developing a plan for, and be accountable for, our engagement with stakeholders on customer connections.
Development and maintenance of ED Policy for connections ensuring compliance with relevant legislation and regulatory rules.

As part of our hybrid working approach this role offers a mix of office and home working. Hybrid working can only be considered once your initial training is complete and subject to business need.

Depending on experience, you may initially be appointed at a lower salary until all relevant courses and training are complete.

If you are offered a position, you will be required to successfully complete a basic DBS check that shows any unspent convictions or conditional cautions.
About UsWe’re National Grid Electricity Distribution (NGED), the owner and operator behind the electricity distribution systems for the Midlands, the Southwest of England and South Wales. Serving communities of more than 8 million people, our expert teams deliver heat, light and power for homes and businesses.

National Grid employs over 29,000 people worldwide. We are building an inclusive workplace, a place to actively celebrate the cultures, personalities and preferences of our colleagues – who in turn help to build the success of our business and reflect the diversity of the communities we serve. Our vision is to be at the heart of a clean, fair and affordable energy future and we are doing this in a fast-moving industry with an increasing focus on tackling climate change, exploring new energy sources that are renewable, low carbon, and improve efficiency to meet demand.

NGED’s principle objective is to offer an excellent service to our customers and stakeholders. The Customer Excellence team plays a pivotal role in supporting the business to achieve this and is responsible for the Contact Centre, Connections and Connections Reform teams and the Customer Performance team.

All roles and objectives within the Customer Excellence directorate are aligned in that you’ll be actively involved in engaging with customers and stakeholders and across the NGED business with the key objective of improving and enhancing the service that we provide for customers; whether that be in operational support roles in the Contact Centre through to business support and analytical roles in our Connections, Connections Reform & Customer Performance teams.

In ED2, our success will be judged by our connections service from enabling LCT connections at domestic properties through to connecting new houses and EV charge points through to connecting large demand and generation projects to our EHV and 132kV networks. The Connections teams plays a pivotal role in supporting the business to achieve this. The Connections team is responsible for ensuring that we have the correct connection policies and strategies to enable connections now and in the future, that we’re achieving our connections commercial objectives, that we’re strategically engaging with, and improving our service for, customers and stakeholders throughout the connections journey life cycle and that we are digitalising our connections processes to enhance our service to customers whilst improving our business efficiency.
Main Responsibilities
Development and delivery of the ED Community Energy Strategy, LCT strategies and Losses Strategy aligned to facilitating delivery of the UK’s net-zero ambitions.
Identification of service improvement initiatives within team and including working with Field Operations colleagues.
Creation and delivery of Community Energy projects in collaboration with third parties.
Responsible for the engagement with potential, current and future connections customers to offer guidance and support on Connections processes and tools for the whole Customer journey from pre-application to final connection.
The continual review of processes to ensure that they are delivering business efficiencies and excellent customer service.
Measure and report customer satisfaction on connections for all market segments from initial enquiry to completion.
The development, maintenance and review of a suite of materials that can be used to disseminate policy changes and updates internally and externally.
The provision of technical consultancy within the Company and to external stakeholders.
Attend and contribute to Connections Strategy & Policy national groups/working groups/forums.
The efficient processing and administration of new connections enquiries and LCT enquiries
Working collaboratively with the NGED exec team and senior colleagues across National Grid, the ED Digital team to build a best in class online customer experience for customer connections, other National Grid colleagues involved in customer connections to ensure customers have a joined up whole system solution, Field Operations Directors and Heads of Operations, the DSO directorate, the Electricity Distribution corporate communications team and colleagues in other DNOs.

The Ideal CandidateWe are looking for an inspirational leader with an ability to execute change whilst creating a great team culture and working environment. 

Educated to at least HNC level, you will be strategic and analytical professional with excellent inter personal and communication skills. Be able to demonstrate strong business acumen with a proven ability to deliver quality outcomes, on time, on cost along. Knowledge of Connections strategy, policies and relevant licence conditions within a regulated Network Operator environment would be beneficial.

You will need to be able to travel as this role requires regular visits to other sites therefore holding a full and valid driving licence will be beneficial.

Evidence of your qualifications will be required prior to appointment.

Interviews scheduled w/c 12 February 2024
About The CompanyJoining the UK’s leading electricity distribution business means plenty of career opportunities and well-deserved recognition. We reward hard work and encourage ambition. So, as well as a competitive salary, you will also benefit from:

26 days paid leave plus 8 bank holidays, up to 28 days with continuous service
Competitive contributory pension scheme (we double match your contributions up to a maximum of 12%)
Annual Share Save plan
Private healthcare scheme for you and your family
Support via our Employee Assistance Programme, including musculoskeletal and physiotherapy services
Free on-site parking at all our main sites

Things you need to know

As an equal opportunities employer who is committed to Diversity, Equity and Inclusion, we celebrate individual difference and are actively bringing in more employees from diverse backgrounds to build on our inclusive culture. We anonymise all applications in our recruitment system so we can eliminate unconscious bias and be a workplace that reflects the community we serve. Hiring managers only have access to necessary information at interview stage. If you require additional support to complete your online application, please email nged.recruitment@nationalgrid.co.uk

Depending on experience, you may initially be appointed at a lower salary until all relevant courses and training are complete.

Recruitment correspondence is usually sent by email, please check your email account including spam/junk folders regularly after the closing date.

We reserve the right to close the vacancy early should sufficient numbers of suitable applications be received, so it would be best to apply as soon as you can.