Social Obligations Manager

Job Introduction

The Social Obligations Team is responsible for the delivery of NGED’s customer vulnerability strategy, providing essential support to vulnerable customers. The team is accountable for securing maximum benefits through the ED2 Consumer Vulnerability Incentive, through commercial contracts delivering fuel poverty and low carbon transition support services and increasing reach of the Priority Services Register through targeted, relevant promotion.

We are looking to recruit a Social Obligations Manager to manage contracted partners to deliver Fuel Poverty and Low Carbon Transition Services to our customers in line with Ofgem’s Consumer Vulnerability Incentive.

The location of the role can be flexible within one of NGED’s geographical operational areas and will be agreed with the successful candidate although regular attendance at our offices in Castle Donington and Cardiff will likely be required.

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.

Main Responsibilities

• Successful delivery of NGED’s customer vulnerability strategy, ensuring achievement of business plan objectives relating to smart energy action plans and fuel poverty.
• Securing maximum benefit from the ED2 customer vulnerability incentives.
• Drive efficiency throughout the portfolio of social obligations projects, driving down cost and maximising benefit for customers – ensuring a positive social return on investment for all activities.
• Develop regular reporting mechanisms for social obligations projects, keeping the NGED executive up to date with progress and impact of programmes.
• Work closely with the wider Customer Excellence team to ensure alignment between project delivery and keep stakeholders up to date with programme performance.
• Maintain and grow network of referral and delivery partners, maximising the reach of NGED’s social obligation investments.
• Work closely with the wider customer excellence team to align data sharing with other utilities and support the ongoing development of the PSR strategy.
• Represent the company on internal and external governance and project groups relating to customer vulnerability and social obligations.
• Compile and deliver engaging and compelling regulatory submissions to secure business plan incentives relating to social obligations.
• Work with legal and compliance to undertake external audits and accreditations to ensure NGED maintains relevant standards, such as the new BS ISO 22458 for inclusive customer service

Ideal Candidate

Project Management

• Extensive and incredibly strong project management experience, leading multiple complex projects at once with competing priorities and deadlines - maintaining high and consistent standards and alignment, working at pace and with minimal guidance.
• Experience of designing and delivering engagement activities to gather insights and using them to shape company strategy.
• Demonstrable experience managing third party contracts of high value, ensuring regular reviews and providing assurance that contracts are providing value for money.

Communication & Leadership

• Ability to communicate to a high level, highly articulate and a determined and proactive leader and influencer.
• Proven strong track record of successfully communicating complex policy solutions in a clear and concise manner to multiple audiences with high quality, clear and concise.
• Experience in using different communications channels and tactics to achieve positive outcomes.
• Ability to build strong and effective networks, influencing and negotiation at the highest level internally and externally
• Be able to deliver high quality, clear and concise written communications.

Stakeholders & Industry Experience

• Strong understanding of regional stakeholder networks within the NGED operational area.
• Understanding of regulated industry, as well as the important relationship between industry, regulators, government, and other stakeholders.
• Experience of working with and influencing key internal stakeholders in a large, complex organisations, working in a collaborative manner to reach shared objectives.

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.

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.

The NGED Customer Excellence Function Is Accountable For

• delivering customer excellence and value for money,
• ensuring all NGED’s customers are treated fairly,
• delivering strategic improvements in Customer Excellence

Our areas of focus include (but are not limited to) fault response, general enquiries, connection enquiries and connections reform. Central to NGED’s Performance contract, the Customer Excellence function has a programme team delivering the customer strategy and driving step-change improvement across the organisation so that we ‘deliver for customers efficiency’, in line with our vision and Values.

We are responsible for gaining and maintaining #1 in peer group customer service scores. Ensuring the needs of all customers, particularly those who are vulnerable, are met in line with licence requirements.

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 - £65,000 - £78,00, you will also benefit from:

• Annual performance related bonus
• 28 days Annual Leave plus 8 Bank Holidays
• Competitive contributory pension scheme (we double match your contributions up to a maximum of 12%)
• Annual Share Save plan
• Contributory healthcare 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