Title:  Connections Reform Customer Communications Manager - NESO

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.

We have an exciting opportunity for an experienced Customer Communications Manager to join us, supporting high profile Connections Reform activity. Working with the wider project and customer team, this role will lead the evolution, co-ordination and effective execution of a targeted and proactive communications & engagement plan with a small team.

There is huge opportunity for the successful candidate to make this role their own while ensuring that we are delivering a collaborative change journey that supports our wide-ranging customer groups through NESO’s critical connections reform delivery. This is a challenging and rewarding programme of work, critically aligned with GBs energy priorities.

This role can be based in Wokingham, Warwick, 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.

Key accountabilities

• Leading communications and engagement strategies for customers across the reform programme, together with a small team. This includes the development of targeted, proactive and integrated communications plans, directed by reform’s strategic narrative and tailored to needs, to create customer understanding and support for reform delivery.
• Identifying and agreeing target customer audiences and contacts, developing a deep understanding of needs to inform activity development and building and maintaining key relationships where appropriate.
• Developing and executing customer engagement strategies, utilising appropriate mediums and channels to maximise reach and collaboration opportunities.
• Representing and championing strategic and technical connections reform project deliverables, including providing expert advice to internal and external stakeholder groups.
• 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).

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:

• Proven experience in developing and successfully implementing customer engagement and comms strategies and stakeholder management, that create positive customer sentiment in challenging environments. 
• 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 a team of communications professionals
• Strong analytical skills with the ability to interpret data and derive actionable insights.
• Strategic thinking and problem-solving capabilities.
• Proactive, innovative, and adaptable to changing environments.
• Strong organisational skills and attention to detail.
• Ability to manage multiple projects and prioritize effectively.
• Familiarity with the energy sector is desirable.
  

About what you'll get

A competitive salary between £69,000 - £82,000pa – 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.

About us

The creation of National Energy System Operator (NESO) is driven by an urgent need to unify and optimise our approach to energy. A more integrated and coordinated strategy is needed to meet the unprecedented challenges of climate change, ensuring secure energy supply, and keeping costs manageable for consumers.

Join us and empower your potential, energise our team, and be part of something bigger.

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.  

NESO, 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.

More information

This role closes on 17/11/2025 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.

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.

#LI-JW1
#LI-HYBRID