Title:  Customer Service Analyst - 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.

Being part of the Customer Service team, this role is to support our customer service offering across NESO. As one of a team of Customer Service Analysts, you will be responsible for delivering excellent customer service, providing first time resolution across multichannel contact. You will own and respond to queries in your queue from receipt to resolution and answer inbound calls from industry and consumers.

You will also support us in improving information on our website and in our knowledge centre. You will identify and help to improve the experience for our customers through their customer journeys, building trust and transparency across our whole business.

You will provide support to other members of the team, continuously look for innovative ideas to improve both our processes and the customer experience.

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

Customer Query Management & Resolution

• Handle and resolve customer queries and complaints across all contact channels, ensuring accurate identification and response in line with current policies and guidance.
• Enable first-time resolution by streamlining telephony, email, and digital interactions through a centralised customer service function.
• Track and manage queries falling outside of SLA, escalating appropriately to ensure resolution within agreed KPIs.

Knowledge & Service Improvement

• Submit requests for knowledge management articles to the Customer Product Owner to support internal and external users.
• Identify and implement improvements to query management processes, including enhancements to the customer portal and website.
• Provide a central point of contact for business-wide customer queries, ensuring consistent and coordinated responses.

Customer Intelligence & Operational Support

• Drive customer intelligence by capturing and sharing insights across the customer function.
• Maintain a structured approach to ensure consistent team coverage and customer service availability Monday to Friday, 08:00–17:00.

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:

• Passionate about delivering exceptional customer service, every time.
• Proven track record of working within customer focussed environments.
• 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.
• Excellent team-player, having the ability to liaise positively with colleagues in the team and across the business.
• Actively participate in all company forums and team meetings, building genuine
• working relationships, supporting others at all times.
• Can-do approach, always seeking to continually improve our ways of working and operating processes.

What you'll get

A competitive salary between £36,000 - £38,000pa – 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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