Customer Channels Lead

About us

At National Grid, we keep people connected and society moving. But it’s so much more than that. National Grid provides the environment for our teams to thrive and make a real impact. As we drive momentum in the energy transition for all, we are committed to ensuring that every employee feels empowered and engaged. Join us as a Customer Channels Lead and discover your superpower.

National Grid is hiring Customer Channels Lead.  This role works a hybrid work schedule and can be located in Bristol, Derby or South Wales.

At National Grid, we are at the forefront of Britain’s energy system, connecting millions of people and businesses to the energy they rely on every day—safely, reliably, and efficiently. We are thrilled to announce that we are embarking on the most significant overhaul of the electricity grid in generations! Over the next five years, we will be investing an incredible £30 billion to upgrade our electricity networks across England and Wales.

This monumental investment will not only support the Government’s ambitious goals to kickstart economic growth but will also position Britain as a clean energy superpower, creating 55,000 new jobs by the end of the decade. The scale and pace of transformation we are undertaking is truly unprecedented, and we want you to be a part of it!

This role offers a unique and exciting opportunity to shape National Grid’s policy position on a variety of critical topics that will drive this transformation forward. Join us in making a lasting impact on the future of energy!

What You'll Do

● Work with the wider brand and marketing team on the development and delivery of NGED’s (National Grid Electricity Distribution) 
digital strategy, including planning, monitoring, reporting, content creation and channel 
management.
● Develop and deliver a social media strategy and set goals to increase brand awareness and 
increase engagement.
● Identify appropriate social media channels and develop effective strategies to use them to 
maximise share of voice, brand awareness, and thought leadership positioning. 
● Take accountability for all of NGED’s digital and social media channels, ensuring the right content 
is published, that visitor comments and questions are effectively handled and reporting on what is 
being said about NGED or related issues on other social media platforms.
● Work with and support the customer excellence team to ensure customer queries are being 
appropriately handled on digital channels and ensure tone of voice training and other support is 
deployed as required. 
● Ensure the adoption of policies and guidelines for use of social media, management of channels, 
and the formatting and style of content to best represent the National Grid brand.
● Work with wider corporate affairs team to ensure consistent tone of voice across all NGED digital 
platforms and that all content is engaging with audiences in innovative ways.
● Support the Campaigns Associate to ensure NGED campaigns have appropriately considered 
and utilised digital platforms. 
● Act as an internal advisor for stakeholders interested in using digital platforms across the 
business. 
● Regularly review and audit digital channels to ensure they are delivering in line with the digital 
strategy. 
● Constantly explore opportunities to include greater use of existing and new digital channels to 
enhance NGEDs reach and campaign effectiveness.
● Generate, edit, publish and share engaging content daily.
● Stay up to date with current technologies and trends in social media, design tools and 
applications.
● Support NGEDs 24/7 press office and crisis communications response to ensure digital channels 
are effectively deployed to support the business at all times. 

About You

● Strong understanding of digital channels and social media and experienced in using it to add 
value to multi audience communication campaigns.
● Experience of managing key complex business issues and demonstrable project management 
experience with minimum guidance and shifting objectives.
● Knowledge and experience of implementing coordinated communications campaigns in a matrix 
organisation.
● Strong communicator with excellent writing abilities.
● Working knowledge of communication channels and media, practices, frameworks and 
governance mechanisms.
● Strategic thinker with proven ability to assist in the development of key business/policy decisions.
● Demonstrates strong influencing skills with the ability to make persuasive presentations to 
internal and external audiences. Consistently adapts the content / style of a message, based on 
an understanding of the climate and culture of a particular group and what will produce the best 
response.
● Understanding and experience of coordinated strategic communications.
● Excellent team player and ability to work closely in a small team.
● Good level of networking, influencing and negotiation skills, with a range of stakeholders at senior 
levels internally.
● Hands on experience in content management.

What You'll Get

Competitive Salary:  circa £43,000-£51,00 per annum (dependent on location, capability and experience)

Additional Benefits:  

Flexible benefits such as a cycle scheme, technology schemes
Access to apps such as digital GP service for round the clock access to GP video consultations and NHS repeat prescriptions, wellbeing app to support your health and fitness
Access to Work + Family Space, providing support and resources for work and family life, including paid emergency childcare and eldercare

More Information

We are also offering hybrid /flexible working where travel to the office will be as per business need. Base location for this role will be NG House, Warwick or the Strand, London. This role closes on 16th September however we strongly encourage candidates to submit their application as early as possible.#LI-MR1

Diversity, Equity and Inclusion

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