About the role

This is a project role until January 2026.
National Energy System Operator’s (NESO) strength lies in our people. Together, we’re shaping the future where clean, affordable energy is accessible for all. Every day is an opportunity to make a real difference, accelerating the progress of sustainable GB energy, keeping people connected and society thriving as we create a brighter tomorrow. Together with our wider energy ecosystem customers (from investors & developers to market participants), we are creating a cleaner, more sustainable energy future.

We have an exciting opportunity for an experienced Customer Comms & Engagement Lead to join us, supporting high profile Connections Reform activity. Working with the wider project and customer team, this role will lead the design, co-ordination and effective execution of a targeted and proactive communications & engagement plan. Ensuring that we are delivering a collaborative change journey that supports our wide-ranging customer groups through NESO’s critical connections reform delivery. Sitting within the central customer team, you will work exclusively as part of the connections project team until January 2026.

This role can be based from Wokingham, Warwick or Glasgow, 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 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 has:

• Proven experience in developing and successfully implementing customer engagement and comms strategies and stakeholder management, that create positive customer sentiment.
• A passion and working knowledge of building and enabling customer focussed change delivery through internal and external communications and engagement.
• Proven experience in successful implementing customer engagement and comms strategies, developing and stakeholder management, or related roles.
• Experience working in multidisciplinary teams, ideally working in a matrix set up.
• Experience of leading change and improvement activities.
• Strong analytical skills with the ability to interpret data and derive actionable insights.
• Strategic thinking and problem-solving capabilities.
• Ability to work collaboratively in a team environment and lead cross-functional initiatives.
• Proactive, innovative, and adaptable to changing environments.
• Strong organisational skills and attention to detail.
• Ability to manage multiple projects and prioritize effectively.
• Resilience and the ability to handle challenging situations with professionalism.
• Familiarity with the energy sector is desirable.

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.
Your 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.

The time to deliver is now. As part of our team, you won’t just be touching the lives of almost everyone in Great Britain – you’ll be shaping the way we use and consume energy for generations to come.

What you'll get

A competitive salary between £54000 – £67000 p.a. – dependent on experience and capability.
As well as your base salary, you will receive a bonus of up to 15% of your salary for stretch performance, 28 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%.

You will also have access to a comprehensive benefits package tailored to support your well-being and professional success. From a competitive salary to flexible work arrangements, we promote your work-life balance. Enjoy fit for purpose wellbeing and lifestyle offerings, ongoing skill development aligned to our Purpose and Values, and be part of a supportive community that values your individuality and where you can belong.

Key Accountabilities

• Identify and agree target customer audiences and contacts, developing a deep understanding of needs to inform activity development; building and maintaining key relationships where appropriate.
• Lead development of targeted, proactive and integrated communications plan, directed by reform’s strategic narrative and tailored to needs, to create customer understanding and support for reform delivery.
• Develop and execute customer engagement strategies, utilising appropriate mediums and channels to maximise reach and collaboration opportunities.
• Represent and champion strategic and technical connections reform project deliverables, including providing expert advice to internal and external stakeholder groups
• Support the effective operation of the External Policy and Comms working group (tripartite with Regulator and Government representatives) to maximise aligned support and messaging for Reform activity.
• Summarising customer level insight from engagement and feedback channels (including bespoke research where required) to inform content of wider Corporate Affairs internal/external briefings (political, press releases, internal comms).
• Building, aligning and iterating best practice communications and engagement models that can support Connections Reform and be utilised across wider NESO activity as part of wider customer team activity.

More Information

This role closes on 19th Jan 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 on 24th and 27th Jan 2025.
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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