Lead Customer Liaison Officer NOWOŚĆ

Opis stanowiska

What you’ll be doing

As the Lead Customer Liaison Officer, you will work closely with Strategic Connections, Distribution Policy, and District teams during a period of significant industry reform. You will also collaborate with the Customer Liaison team to protect SPEN’s commercial objectives, meet licence obligations, and maintain high customer standards by developing, reviewing, and improving engagement processes and services.

• Leading our digital and in-person engagement with connected, and seeking to connect, customers and leading on dispute resolution actions with customers.
• Supporting the Customer Liaison Manager to maximise customer satisfaction through improving incentive opportunities in line with our Ofgem Distribution.
• Leading the implementation of a Distribution Connections Summit for our connected customers. This offers progress updates on connections, the latest developments within SPEN and an opportunity for customer feedback. Introducing new engagement touchpoints with our customers in relation to new policy and recurring queries. Crucially being the lead on the delivery and implementation of these.
• Working closely with NESO, TOs and DNOs to deliver a unified approach to customer service. Offering learnings and support across all organisations.
• Introducing new online tools and resources to support our customers to have improved knowledge when submitting their applications.
• Developing a function to deliver first class customer service and being a point of escalation with customer issues.

What you’ll bring

• Strong customer engagement and stakeholder communication skills
• Commercial awareness with experience in dispute resolution
• Proven problem-solving and project management ability
• Familiarity with digital engagement tools and online resources
• Ability to collaborate across NESO, TOs, and DNOs
• Excellent interpersonal and organisational skills
• Adaptable, proactive, and committed to continuous improvement
• Degree in Communications, Marketing, Business, or related field (desirable)
• Knowledge of Ofgem Distribution incentives and policy implementation (desirable)

As a minimum, you will demonstrate:

• Experience of customer engagement, preferably in related fields.
• Experienced in stakeholder communication & engagement skills.
• High level of commercial skills and experience.
• Expertise in critical problem solving & challenging to deliver best in service.
• A track record of delivery or project management, ideally in a relevant area of activity.