Title:  Customer Escalations 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.

We are seeking a strategic and empathetic Customer Escalations Team Manager to lead our escalations function within NESO. This role is critical in ensuring that complex and high-impact customer complaints are resolved efficiently, fairly, and in full compliance with regulatory standards, including Ofgem and the Energy Ombudsman.

You will lead a team of case managers and customer service agents, drive continuous improvement, and act as a key liaison with regulatory bodies and senior stakeholders throughout the business and the customer base. Responsible for effectively managing complex queries and complaints through to resolution.

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

• Lead and manage the Customer Escalations team, ensuring timely and effective resolution of high-level complaints and regulatory cases.
• Oversee the end-to-end handling of escalated cases, ensuring compliance with Ofgem regulations, internal policies, and industry best practices.
• Act as the point of contact for the Energy Ombudsman and other regulatory bodies, preparing formal responses and managing case outcomes.
• Monitor team performance against KPIs and SLAs, providing coaching, training, and support to drive excellence.
• Identify root causes of escalations and collaborate with cross-functional teams (e.g., Billing, Metering, Legal, Compliance) to implement corrective actions.
• Produce regular reports and insights for senior leadership, highlighting trends, risks, and opportunities for service improvement.
• Champion a customer-first culture while balancing regulatory obligations and business objectives.
• Act as a customer advocate within the organisation, ensuring that customer feedback and concerns are heard and addressed. Work to improve the overall customer experience and build long-term customer loyalty.

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:

• Demonstrable experience in a customer service leadership role, with at least 2 years managing escalations or complaints in a regulated industry.
• Deep understanding of UK energy regulations, including Ofgem standards and the Energy Ombudsman process.
• Strong leadership and people management skills.
• Excellent written and verbal communication, especially in formal complaint responses.
• Analytical mindset with the ability to identify trends and drive process improvements.
• Proficiency in CRM and case management systems (e.g., Salesforce, MS Dynamics).
• Experience working directly with regulatory bodies.
• Training in conflict resolution and complaint handling.
• Familiarity with NESO’s customer base and associated Stakeholders.

What you'll get

A competitive salary between £61,000 - £66,000pa – dependent on experience and capability.

As well as your base salary, you will receive a bonus based on company performance, 26 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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