Lead Consultant, Customer Connections

Superpowered. Meaningful work. Human impact. A story we're proud to tell. This is what matters to us at National Grid. In a world of complexity and unanswered questions, there is one thing we're certain about: the power of our people. Join us in our goal to deliver 100% fossil-free heat to our customers by 2050!

National Grid is hiring a Lead Consultant, Customer Connections for our Customer Electric Connections department. This position can be considered in the following locations: Northboro, Hopedale, Brockton, Worcester, North Andover or Malden.

This role will be the single point of accountability for the delivery of customer sponsored electric work requests, whether for new or upgraded services. This position will actively manage Complex customer requests throughout the Company's end-to end electric service delivery process in a manner that will meet or exceed customer expectations as demonstrated through strong results in the Company's Trade Ally Satisfaction survey. Role will be assigned to a regional area and handle large commercial, industrial, and municipal requests.

• Act as the primary point of contact for these external customer requests, provide support both internally and externally, resolves issues and ensure orders are fulfilled and delivered against service level agreements.
• Perform, validate, or process non-utility billing/CIAC (Contribution in Aid of Construction) per applicable tariffs and policy for electric service projects.
• Complete the cost estimates for complex electric service work so that dependencies and construction work can be scheduled.
• Ensure delivery and execution of electric service request contracts or agreements to enable timely project scheduling.
• Collaborate with other business stakeholders at a local level to meet customer expectations and support successful completion of work request. Support to include, but not limited to, attend local planning meetings, coordinate and attend construction/site meetings with customers and other key stakeholders, advocate for customer needs throughout the process, etc.
• Develop and maintain effective relationships with other business units in order to share best practice in customer/operations support and understanding and challenge business decisions as needed.
• Promote and implement procedural best practices for customer request support in order to ensure all work practices are compliant with National Grid policies and regulatory requirements.
• Review customer issues and highlight relevant information in order to enable process improvement opportunities.
• As a lead, role model National Grid values and behaviors, share best practices, help train new staff, recommend and help implement process improvements, support manager during short term absences, and be identified as SME for key processes and procedures.
  

Knowledge & Experience Requirements:

• Bachelor's degree in business, engineering, technology or other related discipline or equivalent work experience
• At least 5 years of experience in an electrical distribution customer, design or construction role absent bachelor's degree.
• Demonstrate technical aptitude.
• Demonstrates excellent communication and interpersonal skills with the ability to apply consultation procedures and negotiation skills using visual aids, data or information to support line of reasoning.
• Demonstrates a consistent approach in dealing with people and taking personal responsibility for addressing problems.
• Possesses solid understanding of National Grid's electric business, policies and tariffs from a commercial perspective.
• Demonstrates project management skills.

Capability Requirements:

• Excellent phone and computer skills, ability to multi-task and think logically.
• Impact & Influence: uses direct persuasion to influence others, using basic data, logic or a solid business case.
• Customer Orientation: Takes personal responsibility for correcting problems promptly and un-defensively and communicates customer expectations to monitor delivery and satisfaction.
• Project Management: Employs strong organizational skills and ability to track/maintain multiple tasks.
• Stakeholder Engagement: Identifies and engages all critical stakeholders in relevant discussions.
• Attention to Detail: Reviews and tracks detail accuracy, checks to ensure procedures are followed.
• Communication: Possesses strong interpersonal, presentation and communication skills.
• Continuous Improvement: Builds upon technical/professional skills within own area of specialism or other processes in order to continually grow personal contribution to the role and to the business.
• Motivation: Maintains positive outlook and exhibits a 'can-do' attitude in a high-pressure environment.
  

#LI-JF1
#LI-HYBRID