Job Description

Job Introduction

An exciting opportunity has arisen for a Connections Digital Customer Engagement Lead to join our Customer Connections team on a full time, permanent basis. This is a brand-new role, highlighting our desire to better serve and drive the right outcomes for customers seeking to connect to our network. You will be instrumental in shaping, delivering and maintaining material to allow our customers to complete their connections journey and make use of a range of self-serve tools and guides along the way.


This role will be based in the Community Energy & Customer Engagement Team within the Connections Directorate of our Electricity Distribution (NGED) business. To succeed in creating relevant resources for our customers, you will collaborate closely with the Connections team and key stakeholders and teams across the NGED business. You will work closely with colleagues in Corporate Affairs to translate technical and sometimes complex information into easily understandable content to be used across a range of company channels.


You will develop an engaging plan for connections customers, thinking about all aspects of the customer journey. You will need to develop guidance documents and digital tooling scripts, as well as acting as the key connections client for our website and creative teams, making sure the needs of connections customers are reflected in the company's digital channels and external resources.


You will be passionate about customer experience and ambitious to play a key role in the UK's shift to net zero carbon. You will also be committed to reforming the customer connections experience, engaging and enabling colleagues, and influencing stakeholders so we become a market leader.


You will have the opportunity to make an impact across NGED, the National Grid Group and the wider energy sector.


Good standard of education, demonstrated by GCSE or equivalent qualifications in key subjects including English (Grades A-B/5-9) & Maths (Grades A-C/4-9) is required.


Ideally educated to degree level, preferably in a Content Creation, Communication, Journalism, Marketing, Creative Writing or similar.

Evidence of your qualifications will be required prior to appointment.

A full driver's licence is required for this role.


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. Occasional travel to other locations will be required.


Main Responsibilities

Resource Development:

Create scoping documents that determine the content and resources required to meet the needs of connections customers. Act as the key client to our Corporate Affairs Department, clearly articulating content, website, digital, editorial and creative needs, and working together to execute. Identify and understand the target audience, which may include residential customers, commercial customers and consultants. Ensure that material is tailored to meet specific needs, questions and interests. Source engaging, informative and technically accurate material that can be converted into technical guides, quotation letters, FAQs, case studies, articles and blogs, covering the portfolio of NGED's connection products and services across a wide range of channels. Source and provide content for use across the company's digital channels and social media estate. Proactively raise ideas for resource improvements and new concepts. Conduct thorough research on products and services to ensure accuracy and relevance of information. Create and follow an editorial calendar, collaborating with stakeholders to ensure timely delivery of materials.

Analysis of Data:

Lead with insight - Use performance data, audience research and platform trends to constantly evolve how and where we show up. Leverage data to track performance and uncover actionable insights. Continuously refine strategies to maximise impact and increase hits, using data to inform future development.

Stakeholder Engagement:

Identify the interfaces across NGED business unit teams, Functions, and Group that will play a key role in delivering solutions to our customers that address their needs/challenges. Establish ways of working and processes to collaborate effectively and deliver the right outcomes for customers and our business and develop strong, influential relationships with them. Work with colleagues to gather insights and information that can be used for resources.

The Ideal Candidate

You will have excellent writing and communication skills, an ability to convey complex processes in simple terms, the ability to prepare clear scoping documents to brief creative teams, and a deep understanding of digital customer engagement channels to drive a clear channel strategy to suit the needs of our customers.


Other requirements are:-

Interpersonal, Supervisory or Management

You will require strong influencing skills, a passion for delivering exceptional customer service, experience working independently whilst taking relevant initiative and thriving in a busy working environment with numerous activities running in parallel.


Strong project administration skills and an ability to work as part of a team is crucial. You will need to be able to stay composed under pressure and succeed in a fast-paced environments with tight deadlines and budgets.

Technical or Specialist

The successful candidate will need to be brilliant at editing and have great proofreading skills in English as well as show proven computer literacy with the ability to use word processing, spreadsheet packages to at least intermediate standard level as this is

essential

(Word, Excel, PowerPoint).


You will need to have proven work experience as a Content Creator or similar role, ability and track record of preparing articles, case studies, technical guides and blogs and a portfolio of published work.


Knowledge of UK electricity transmission or distribution business is preferable, but not essential.


National Grid Electricity Distribution is committed to safeguarding the interests of the Company, colleagues and customers. This role is subject to a satisfactory Barring Service, (DBS) check, depending on the role different levels of screening and vetting are required. Some roles require a triannual check.

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About The Company

Joining 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 Contributory 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


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.

About Us

We'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.