Lead Supervisor, Customer Contact

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 Supervisor, Customer Contact, in Syracuse, NY

This position is in office, 5 days a week.

As a Lead Supervisor, you will oversee other supervisors, ensuring the smooth and efficient operation of the Business Services team in alignment with departmental and National Grid standards. At higher levels, this role involves translating functional policies into procedures that enhance efficiency and performance within your team and across National Grid.

• Supervise a culturally diverse workforcethrough coaching, counseling, and team building to ensure tasks are carried out efficiently.
• Monitor performanceof allocated staff, addressing issues such as sickness, discipline, and poor work standards to ensure efficient and effective task completion, with timely feedback.
• Review and monitor the work of others, providing technical guidance when necessary to ensure accuracy and timeliness of information.
• Identify opportunities for improvementby monitoring relevant business processes.
• Develop a motivating climatethat encourages participation and employee initiative.
• Execute instructions and requests, plan and organize resources, and make appropriate arrangements to ensure work is carried out efficiently and in line with relevant policies and processes.
• Monitor Service Level targets and Key Performance Indicatorsto ensure compliance.
• Build a team environment, set expectations to improve work performance, and ensure representatives comply with standards set by regulatory bodies.
• Oversee the operational workloadof an allocated team within Business Services, ensuring staff is fully utilized to deliver against the agreed program of work.
• Promote and implement procedural best practicesto ensure all working practices (including health and safety standards) comply with National Grid policies and regulatory requirements.
• Understand and learn regulatory requirementsset forth by regulatory agencies and have experience in Emergency Response Procedures and Business Continuity plans as they relate to the area.

• Associate degree or at least 3+ years of related experience or equivalent work experience.
• Related experience of leading a team of represented personnel preferred.
• Must have working knowledge of tools and systems within designated area.
• Proficient in relevant software e.g. Microsoft Office products (Excel, Word, PowerPoint).
• Related experience of leading a team of represented and non-represented personnel.
• Excellent communication skills.

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