Senior Supervisor, Kraken Customer Contact

About us

National Grid is hiring a Senior Supervisor for our Customer Organization supporting Kraken in Northboro MA.  This role will be a fully in office role for the first 6 months where it will transition into a hybrid role with 3-4 days in office.

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

At National Grid, we're transforming the way we serve customers by building a culture rooted in innovation, collaboration, and continuous improvement. We’re looking for those who are passionate about developing people, delivering exceptional customer outcomes, and embracing new ways of working. This role offers a unique opportunity to help shape the future organization while supporting the transition to new processes, technologies, and ways of working.

As a Supervisor, you will play a dual role: helping build and embed the future organization while also leading a high-performing team day-to-day. You will champion change, support capability development, and help create an inclusive, customer-focused culture where people can thrive. Leveraging data, technology, and insight, you will identify opportunities to improve performance and drive operational excellence.

Supervisors are our frontline people leaders who set the tone for both performance and culture. They lead their team in supporting an assigned customer base, taking accountability for team performance, customer satisfaction, and business results. They drive results through visible, values-based behavior, ensure goals are met through clear planning, coaching, and prioritization; and take accountability for team outcomes. Supervisors guide teams through day-to-day decisions, balancing customer needs, operational priorities, and performance expectations. 

Supervisors build strong relationships with their team, use data and insight to drive continuous improvement, and actively create the conditions for individuals to learn, grow, and thrive in line with departmental and National Grid requirements.

Key Accountabilities

Transformation Leadership 

• Develop a strong understanding of the Kraken Operating Model and culture, helping translate future-state ways of working into day-to-day team practices. 
• Support the implementation of operating rhythms and organizational capabilities that enable successful transformation and long-term operational excellence. 
• Lead training, facilitation, and change management activities, including onboarding, capability-building, and leadership development initiatives that support adoption of new ways of working. 
• Champion change by engaging employees, reinforcing key messages, and helping teams navigate transition with confidence and clarity. 
• Lead and contribute to transformation and continuous improvement initiatives that address business challenges, enhance operational effectiveness, and support strategic objectives.

Delivery & Execution 

• Plan and organize workloads, schedules, and resources to meet operational and service requirements. 
• Balance competing priorities to ensure work is delivered accurately, on time, and to agreed standards. 
• Execute instructions and requests efficiently, taking full ownership for follow-through and outcomes. 
• Review the work of others to ensure quality, accuracy, and timeliness, providing guidance when needed.

Data-Driven Performance 

• Monitor team performance, Service Level targets, and KPIs to ensure delivery, quality, and compliance. 
• Use data and insights to identify trends, risks, and gaps, and take timely corrective action. 
• Translate performance data into clear priorities and actions for the team, using insights to coach performance and guide day-to-day decisions  
• Ensure work meets internal policies, processes, and external regulatory standards.

People Leadership 

• Lead and supervise a diverse team through coaching, feedback, and day-to-day guidance. 
• Build supportive, trusting relationships that promote accountability and engagement. 
• Address performance issues, including attendance, conduct, and quality standards, in a timely and fair manner. 
• Create a coaching-focused environment where feedback is ongoing, expectations are clear, and employees are supported in achieving their goals
• Develop individual capability through coaching, feedback, and recognition. 
• Create a positive team climate that encourages motivation, participation, and initiative, building an inclusive team environment where everyone can contribute 
• Lead and support employees in accordance with collective bargaining agreements, company policies, and established practices where applicable 

Continuous Improvement 

• Monitor business processes to identify inefficiencies, risks, or friction points in ways of working. 
• Proactively propose and drive practical improvements that enhance efficiency, quality, or service. 
• Support the team through change by communicating clearly, reinforcing priorities, and maintaining consistency  

Focus & Prioritization 

• Manage multiple priorities with discipline, ensuring the team stays focused on what matters most. 
• Set clear expectations around responsibilities, performance standards, and ways of working. 
• Help the team navigate changing priorities with clarity and confidence.
• Lead the team in diagnosing problems, weighing options, and making customer-focused decisions
• Guide the team to act with the customer’s best interest in mind when setting daily priorities 
• Operate effectively in situations with ambiguity, using sound judgement when direction or information is incomplete 

Qualifications

High school diploma or equivalent, with the ability to work accurately with numerical information and maintain attention to detail.

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