Connections Communications Officer

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.

This role is a two-year fixed-term contract/ secondment.

We are looking for a Customer Communications Officer to join the Connections Engagement Team. This role will support the delivery of customer communications across the connections journey, helping customers understand the outcomes of their connections applications at key operational moments.

Working closely with colleagues across NESO, you will be responsible for developing and maintaining a suite of customer communications, templates and semi-automated messages that are accurate, engaging, compliant and customer-focused. You will play an important role in ensuring customers receive clear and timely information that supports their understanding of the connections process and next steps.

The communications strategy and framework for this activity have already been established, and you will be supported and mentioned by experienced professionals who will help you develop your expertise and understanding of the connections landscape.

This is an excellent opportunity for someone with strong communication skills, attention to detail and a customer-focused mindset who is looking to build experience in a complex and high-profile programme.

This role is a two-year fixed-term contract and can be based in Warwick, Wokingham or Glasgow, with hybrid working available.

We would like applicants to apply with a Cover Letter and let us know why you are interested in the role!

Key Accountabilities

• Develop, maintain and continuously improve customer communication templates.
• Work with subject matter experts and operational teams to ensure customer communications are accurate, consistent, compliant and aligned with programme requirements.
• Ensure content is effectively integrated into relevant systems and processes.
• Review and quality assure customer communications, maintaining high standards of accuracy, accessibility and attention to detail.
• Monitor customer feedback, queries and emerging issues to identify opportunities for improving communications and customer understanding.
• Build strong working relationships across NESO to ensure customer communications remain aligned with changing programme priorities and customer needs.
• Continuously develop knowledge of the connections landscape and customer journey to support the effective delivery of communications across a complex and evolving programme.

Applicants must have the right to work in the UK by the start of employment. Visa sponsorship may not be available for this role and will be considered in line with business requirements.

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.

Essential skills and attributes:

• A proactive, adaptable approach, with the ability to respond quickly to changing priorities and programme requirements.
• Strong written communication skills, with the ability to produce clear, accurate and customer-focused communications for a range of audiences.
• Excellent attention to detail, with experience reviewing and quality assuring content to ensure accuracy, consistency and compliance.
• Strong organisational skills, with the ability to manage multiple priorities and deadlines while maintaining high-quality outputs.
• A customer-focused mindset, with a genuine interest in improving customer understanding and experience.
• Strong stakeholder management and collaboration skills, with the confidence to work with subject matter experts and operational teams to gather information and refine content.

Desirable skills and attributes:

• Experience delivering customer communications within a regulated, operational or infrastructure environment.
• Knowledge of the energy sector, network connections process or wider Connections Reform programme.
• Experience with Foundry or Salesforce
• Experience using customer feedback, insight or performance data to improve communications.
• Experience working within communications, customer engagement or customer service teams.

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What You'll Get

A competitive salary of £44,000 - £56,000 dependent on experience and capabilityAs well as your base salary, NESO's core benefits are the essential perks and advantages that form part of your employee package. - You will receive a bonus based on company performance- 26 days annual leave as standard - A competitive contributory pension scheme where we will double match your contribution to a maximum company contribution of 12%. - Annual Enrollment to NESO Savings Plan, when you save between £20- £500 a month from your take-home pay, we will pay a 50% matching contribution.

NESO's flexible benefits programme provides you with more flexibility around your health, lifestyle and protection benefits, here's just a few available:

- Flexible Bank Holidays & Holiday Trading

- Additional Birthday Day Off

- Cycle to Work Scheme, Retail & Gym Discounts

- Private Medical Insurance, Critical Illness Insurance & Personal Accident Insurance

About Us

At the National Energy System Operator (NESO), we play a vital role in tackling climate change and securing Great Britain's energy future. We already operate the world's fastest decarbonising electricity system and are working towards our ambition to run it carbon-free for a short period this year - provided the market supplies electricity exclusively from renewable sources. Alongside this, we provide expert advice to government on how to deliver a clean power system by 2030.

In autumn 2024, the Electricity System Operator (ESO) transitioned to become NESO - an independent, expert public corporation with a whole-system view across electricity, gas, and hydrogen. NESO operates independently and transparently, always acting in the best interests of all energy users.

Licensed and regulated by Ofgem, we make impartial decisions that balance sustainability, affordability and security. Our organisation is fully independent from government, the regulator and all commercial interests, with a clear focus on system-wide benefit, long term thing and public value.

The time to deliver is now. Join the energy transformation and help shape the future.

Your energy. Our future. Together

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.

More Information

This role closes at 23:59, on the day before date shown above, however we encourage candidates to submit their application as early as possible and not wait until the published closing date as this can vary.

Research shows that some people may hesitate to apply unless they meet every single requirement. At NESO, we believe potential comes in many forms and we're committed to a fair, inclusive recruitment

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. If this role sparks your interest but you're not sure you tick every box, we still want to hear from you. process where everyone has the opportunity to show their talents. We celebrate the difference people can bring into our organisation, and welcome and encourage applicants with diverse experiences and backgrounds.