Title:  Customer Communications & Engagement Strategy Manager - NESO

About the role

National Energy System Operator (NESO) recognises the potential of bright and talented individuals, and we encourage you to join us as Great Britain’s energy system undergoes an ambitious, exciting, and vital transformation. Together with industry, we are creating a cleaner, more sustainable energy future.

As the Customer Communications & Engagement Strategy Manager you will be the subject matter expert responsible for developing and owning a segmented, end-to-end operational customer communications and engagement plan — including ownership of cross-functional operational forums and events. Your role is to ensure that all customer interactions through forums, push communications, events, and engagements are aligned, relevant, and impactful, driving simplicity and clarity for customers across the business.

You will work cross-functionally to coordinate and maximise the impact of operational forums and events, joining them up with wider customer-facing activities where appropriate. You will also act as the SME lead for a virtual team of customer and stakeholder programme leads, providing dotted-line support and creating a common engagement framework that fosters community, consistency, and efficiency across diverse teams, including virtual champions as well as full-time direct employees.

This role can be based from Wokingham or Warwick and we continue to offer hybrid working from office and home. We are open to full time and part time applicants, as well as flexible working arrangements.

About us

National Energy System Operator’s (NESO) mission is to facilitate the decarbonisation of Great Britain’s energy network and ensure the delivery of reliable, affordable, and clean electricity for consumers. We work with stakeholders across the whole energy industry to plan for future network needs, using a wider adoption of technology and changes in consumer behaviour, as well as ensuring we have the right markets, networks, and frameworks in place, to transform the way we operate tomorrow.

Join us, and let’s energise progress.

energy, our future, together.

About the National Energy System Operator (NESO)

In Autumn of 2024, the ESO transitioned to National Energy System Operator, or NESO for short. Previously denoted as the Future System Operator (or FSO), the new National Energy System Operator is the independent body responsible for planning Great Britain’s electricity and gas networks and operating the electricity system.  

The ESO, including all of its existing roles, are now at the heart of the new National Energy System Operator. As NESO, we will build on our existing roles, capabilities, and ways of working significantly to create an organisation the energy system and its users’ need. Our new capabilities will enable us to look across vectors, including electricity, natural gas and hydrogen, and crucially consider the trade-offs between them.

The organisation is set up as a public corporation with its own Board of independent directors, with complete operational independence from government, the regulator and any and all commercial interest. As was the ESO, NESO will be licenced and regulated by Ofgem through price control agreements and obligated to identify optimal solutions to system operations and planning in the most sustainable, affordable and secure way for all.

Key Accountabilities

• Own and develop the operational framework for customer forums, events, and communications, ensuring alignment with customer segmentation and business priorities.
• Coordinate cross-functional operational forums and events, ensuring joined-up delivery that maximises customer impact and reduces duplication.
• Design and implement a segmented operational customer communications and engagement plan that delivers consistent, clear messaging via relevant channels and formats.
• Partner closely with embedded engagement leads in hybrid teams, Corporate Affairs, and Internal Communications to ensure coordinated delivery and brand-aligned communications.
• Serve as the SME and central coordinator for a virtual network of customer and stakeholder programme leads, providing dotted-line support, coaching, and resources.
• Create and maintain a strategic engagement toolkit and common framework to standardise planning, delivery, and evaluation of customer engagement activities across the organisation. ensuring engagement activities reflect
• Monitor and evaluate the effectiveness of forums, events, and communications — using insights to inform ongoing improvements.
• Act as a champion for customer closeness, ensuring engagement activities reflect are aligned to what our customers want to hear about and through a method of their choice. Delivering communications in a clear and transparent way.
• Support senior leadership with regular reporting on engagement activity impact, emerging risks, and opportunities for enhancing customer trust and experience.
• Facilitate knowledge sharing and best practice exchange within the virtual team and across stakeholder groups to build a strong, cohesive customer engagement community.

About you

We’re forging the path, and we know we can’t do it alone. That’s why we need visionary minds like yours to join us on this transformative journey. In this case, we’re looking for someone who:

• Proven experience owning, delivering & leading customer engagement initiatives, including operational forums, events, and communications.
• Strong understanding of customer segmentation and how to tailor messaging and engagement approaches to diverse customer groups.
• Demonstrated ability to work cross-functionally and influence senior stakeholders and virtual teams without direct authority.
• Experience designing and deploying engagement toolkits, frameworks, or governance models that improve consistency and reduce resource duplication.
• Skilled at measuring and reporting on engagement effectiveness, using data to drive improvements.
• Familiarity with customer engagement platforms, CRM tools, and digital communication channels.
• Familiarity with dispute resolution processes and customer service best practice.
• Extensive experience of working within multi-channel contact centres.
• Solid experience of using customer relationship management systems.
• Ability to work independently, working alone or as part of a team.
• Strong communicator with excellent writing skills and attention to detail.

What you'll get

A competitive salary between £70,000 - £75,000pa – dependent on experience and capability.

As well as your base salary, you will receive a bonus of up to 15% of your salary for stretch performance, 28 days annual leave as standard, and a competitive contributory pension scheme where we will double match your contribution to a maximum company contribution of 12%.

As we work towards creating a cleaner, greener, and more affordable future for all, we also work towards creating a place for our teammates to belong, with professional and personal growth and positive well-being.

• Full support and career-development resources to expand your skills, enhance your expertise, and maximise your potential along your career journey.
• A diverse and inclusive community of belonging, where teammates are empowered to bring ideas to the table.
• Generous Total Rewards Plan – comprising of health, finance and wealth, work/life balance, and career benefits.
  
  

More Information

This role closes on 31st August 2025 at 23:59, however we encourage candidates to submit their application as early as possible and not wait until the published closing date as this can vary. Interviews will be held 2nd or 3rd week in September

We work towards the highest standards in everything we do, including how we support, value and develop our people. Our aim is to encourage and support employees to thrive and be the best they can be. We celebrate the difference people can bring into our organisation, and welcome and encourage applicants with diverse experiences and backgrounds, and offer flexible and tailored support, at home and in the office. 

We're committed to building a workforce that represents the communities we serve, and a working environment in which each individual feels valued, respected, fairly treated, and able to reach their full potential.

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