What are the responsibilities and job description for the Manager, Customer Contact position at National Grid?
Manager, Customer Contact
Location:
Syracuse, NY, US, 13202 Brooklyn, NY, US, 11217 Buffalo, NY, US, 14214 Albany, NY, US, 12204 Hicksville, NY, US, 11801
Division: Customer Contact
Job Type:
Requisition Number: 44858
Department:
Job Function: Customer Experience and Marketing
About us
National Grid is hiring a Manager, for our Rapid Results Office in Brooklyn, NY, Albany, NY, Syracuse, NY or Waltham, MA.
Every day we deliver safe and secure energy to homes, communities, and businesses. We are there when people need us the most. We connect people to the energy they need for the lives they live. The pace of change in society and our industry is accelerating and our expertise and track record puts us in an unparalleled position to shape the sustainable future of our industry.
To be successful we must anticipate the needs of our customers, reducing the cost of energy delivery today and pioneering the flexible energy systems of tomorrow. This requires us to deliver on our promises and always look for new opportunities to grow, both ourselves and our business.
Job Purpose
To oversee and manage personnel responsible for handling customer escalations and cross-functional improvement opportunities under a customer centricity model of ‘Find it & Fix it’. The Manager will be responsible for fostering deep partnerships with both internal front-line and executive stakeholders to ensure customer issues are addressed timely and in line with our prioritization framework.
The Rapid Results Office Manager is responsible for delivering high performance measured against operational metrics as well as driving significant improvements in the Customer Experience Proficiency Assessment (CEPA) success measure. The Manager will not only ensure timely resolution of intake requests, but will align strategy across Customer Organization to deliver meaningful change through driving data analysis and understanding root cause of complaints across the enterprise. The full analysis of the requests are a key input to Voice of Customer, the Manager will champion initiatives which reduce future escalations and sustains the changes.
Developing strong partnerships, this role will often act as the face of the Rapid Results Office across all levels of the organization, including, addressing concerns and ensuring we have a deep and thoughtful understanding of customer sentiment and how to fix it.
The Manager will be leading a diverse team of employees and must find creative ways to drive engagement, develop and enable a team which fosters a Safe to Say culture.
This position requires an individual with excellent verbal/written communication skills with the ability to tailor approach to outline remediation efforts for all levels of the organization and must have the ability to deliver significant results on behalf of our customers.
Key Accountabilities
Responsibilities (including, but not limited to):
- Oversee intake process and repository of customer issues and ensure timely and quality resolution in line with our policies
- Build positive relationships and credibility within the internal teams by consistently delivering results
- Lead, own and champion change across the business and within the process, managing operational and organizational change for business excellence and growth, as well as inspiring and engaging others in new ways of matrix working, innovation and performance to enhance value and commitment.
- Improve root cause and Customer Strategy pipeline for addressing and preventing recurring requests
- Promote the philosophy of safe team working and development.
Qualifications
- Bachelor’s Degree in Engineering, Technology, Management, Business Administration or equivalent experience.
- Typically requires a minimum of 5 years of in-depth experience within gas or electric operations along with experience working with customers.
- Good understanding of rates and regulatory policy
- Experience of leading, inspiring and motivating an operational team consisting of both union and management personnel
- Valid Driver’s license required.
More Information
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Salary
Upstate NY: $110,000 - $129,000 a year
Downstate NY: $131,000 - $154,000 a year
MA: $122,000 - $144,000 a year
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 an equal opportunity employer that values a broad diversity of talent, knowledge, experience and expertise. We foster a culture of inclusion that drives employee engagement to deliver superior performance to the communities we serve. National Grid is proud to be an affirmative action employer. We encourage minorities, women, individuals with disabilities and protected veterans to join the National Grid team.
Nearest Major Market: Syracuse
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Salary : $110,000 - $129,000
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