Customer and Stakeholder Coordinator Advanced Apprentice - Warwick
NATIONAL GRID PLC
Gallows Hill (CV34 6DA)
Closes on Thursday 19 February 2026
Posted on 17 November 2025
Contents
Summary
National Grid is at the heart of the energy future, and our people are at the heart of National Grid. We’re 30,000 colleagues strong. In the UK, National Grid don’t generate or sell energy – we join the dots to get energy from A to B.
- Wage
-
£24,306 a year
Check minimum wage rates (opens in new tab)
25 days holiday Pensions and share-option scheme Flexible Benefits & Working Close mentorship and regular feedback Volunteering opportunities
- Training course
- Customer service specialist (level 3)
- Hours
-
Monday – Friday, daytime hours (08:00 - 1600, 09:00 - 17:00)
37 hours a week
- Start date
-
Tuesday 1 September 2026
- Duration
-
1 year 6 months
- Positions available
-
2
Work
Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.
What you'll do at work
As a Customer & Stakeholder Engagement Advanced Apprentice at National Grid you’ll be part of our Customer Network Development (CND) team, playing a key role in connecting homes, businesses, and communities to the energy network.
Within this role, you will contribute to National Grid’s mission to enable the energy transition and support a more sustainable future. The Customer Network Development (CND) team is actively redesigning how customers are connected to energy, focusing on reducing lead times and improving customer satisfaction. The team is committed to building and maintaining strong relationships with customers and industry partners. As a Customer & Stakeholder Engagement Advanced Apprentice, you’ll play a key role in driving this innovation and helping shape the future of energy connections. Within this role you, you’ll gain experience in enhancing the customer and stakeholder experience including:
- Providing support to enhance customer and stakeholder engagement by managing complaints, maintaining customer data, and contributing to performance reporting.
- Assisting in key projects and initiatives, including the Quality of Connections customer satisfaction incentive and stakeholder engagement plans.
- Facilitate customer journey workshops and help design processes that improve overall experience and satisfaction.
- Ensure compliance with business management systems and contribute to continuous improvement efforts.
- Provide flexible team support, helping coordinate activities that align with the wider strategy to enhance customer and stakeholder interactions.
Stakeholder and site-based meetings are likely to occur in this role too which may involve travelling to locations that are not your office base. Whilst you do not require a driving license for this role you will be required to ensure that you meet travel requirements to Eakring etc. as required for training, this can be through means of public transport if you do not drive.
Where you'll work
National Grid House
Warwick Technology Park
Gallows Hill
CV34 6DA
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
NATIONAL GRID PLC
Training course
Customer service specialist (level 3)
Understanding apprenticeship levels (opens in new tab)
What you'll learn
Course contents
- Business focused service delivery: Demonstrate a continuous improvement and future focussed approach to customer service delivery including decision making and providing recommendations or advice
- Business focused service delivery: Resolve complex issues by being able to choose from and successfully apply a wide range of approaches
- Business focused service delivery: Find solutions that meet your organisations needs as well as the customer requirements
- Providing a positive customer experience: Through advanced questioning, listening and summarising negotiate mutually beneficial outcomes
- Providing a positive customer experience: Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy
- Providing a positive customer experience: Use clear explanations, provide options and solutions to influence and help customers make choices and agree next steps
- Providing a positive customer experience: Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction
- Providing a positive customer experience: Demonstrate a cost conscious mind-set when meeting customer and the business needs
- Providing a positive customer experience: Identifying where highs and lows of the customer journey produce a range of emotions in the customer
- Providing a positive customer experience: Use written and verbal communication to simplify and provide complex information in a way that supports positive customer outcome in the relevant format
- Working with customers/customer insights: Proactively gather customer feedback, through a variety of methods. Critically analyse, and evaluate the meaning, implication and facts and act upon it
- Working with customers/customer insights: Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your service
- Customer Service performance: Maintain a positive relationship even when you are unable to deliver the customer’s expected outcome
- Customer Service performance: When managing referrals or escalations take into account historical interactions and challenges to determine next steps
- Service Improvement: Analyse the end to end service experience, seeking input from others where required, supporting development of solutions
- Service Improvement: Make recommendations based on your findings to enable improvement
- Service Improvement: Make recommendations and implement where possible, changes in line with new and relevant legislation, regulations and industry best practice
Training schedule
Level 3 Customer Service Specialist
Requirements
Essential qualifications
GCSE in:
Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
Skills
- Communication skills
- Attention to detail
- Organisation skills
- Problem solving skills
- Presentation skills
- Number skills
- Analytical skills
- Logical
- Patience
- Adaptable
- Safety
- Reliable
- Responsible
About this employer
National Grid is at the heart of the energy future, and our people are at the heart of National Grid. We’re 30,000 colleagues strong. In the UK, National Grid don’t generate or sell energy – we join the dots to get energy from A to B. From making a cup of tea in the morning, to keeping the lights on in hospitals, our electricity network puts power in the hands of people. Without it, the world as we know it would grind to a halt. The world of energy is changing beyond recognition as we focus on building a cleaner, greener future. Working at National Grid, you won’t just be touching the lives of almost everyone in the UK – you’ll be shaping the way we use and consume energy for generations to come. Net-zero targets are transforming the way we work and increasing the scope of the positive impact we can make. Right now, we’re looking for apprentices to join us. Our people in Network Services work across a number of teams to keep the lights on for our customers. They might be helping a customer who has lost supply or supporting a developer building a multi-million pound project. They maintain a 24/7 service from faults and maintenance, asset replacement to new connections, working outdoors with underground cables, overhead lines and substations that operate between 230 and 132,000 volts, their work is critical to everything we do.
https://www.nationalgrid.com/uk (opens in new tab)
Disability Confident
A fair proportion of interviews for this apprenticeship will be offered to applicants with a disability or long-term health condition. This includes non-visible disabilities and conditions.
You can choose to be considered for an interview under the Disability Confident scheme. You’ll need to meet the essential requirements to be considered for an interview.
After this apprenticeship
- To be determined
Ask a question
The contact for this apprenticeship is:
NATIONAL GRID PLC
The reference code for this apprenticeship is VAC2000000793.
Apply now
Closes on Thursday 19 February 2026
Sign in with your GOV.UK One Login to apply.
After signing in, you’ll apply for this apprenticeship on the company's website.