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Customer Service Portfolio Manager

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Job Description

Do you have experience within a leadership role with the ability to inspire and innovate?

Are you comfortable and willing to drive change?

If so, we’re looking for a Customer Service Portfolio Manager to join our team here at EDF in our Mid-Market team!

The Opportunity…

Reporting to the Senior Manager of Mid-Market - Customer Support, you will be responsible for leading the service and deliverables for our customers.

You will help to develop and implement strategic plans and initiatives that align with organizational goals, ensuring the team contributes effectively to the overall success of Mid-Market.

Pay, benefits and culture

Alongside a salary starting from £44,800, potential to earn 5% bonus, 28 days holiday plus bank holidays and a market-leading pension scheme, your package will include a range of benefits, from the big and formal to the small and personal.

We’re talking about everything from enhanced parental leave to electric vehicle leasing, health insurance to product discounts, critical illness insurance to technology vouchers, gym membership to season ticket loans.

At EDF UK, we embrace flexibility while recognising that everyone's working needs are different. Whether you're in our office spaces, on site, or working remotely, we promote an environment that supports collaboration, connection, and comfort. No matter where you are, our priority is to make sure you feel safe, valued, and celebrated.

Here, we do right by each other and everyone’s welcome. We’re on an action-oriented journey, championing equity, diversity, and inclusion. We’d like our future workforce to have an equal gender balance, represent a broad mix of people from minority ethnic backgrounds, LGBTQ+, those with a disability and supporting social mobility.

We’re a disability confident employer and we’ll do all we can to help with your application. Please let us know if you need to request reasonable adjustments.

We take pride in fostering a dynamic and inclusive environment, where the diverse backgrounds and experiences of our employees drive fresh thinking and innovation. We understand that success means different things to different people. We believe there are multiple definitions of what it means to succeed. That’s why we support you to pursue a career that’s unique to you. Because success is personal.

What you’ll be doing

In this role, you will have end-to-end accountability for delivering the three pillars of success for EDF:

Incredible Customer Experience – ensuring customers are provided with industry-leading service that differentiates EDF from our competitors.
Incredible Employee Experience – ensuring each of our team members feel motivated, supported, and engaged in delivering for our customers.
Value and profitability – ensuring our teams drive tangible value for EDF through their daily customer interactions.

You will feel empowered to lead your team and make the decisions about how your team operates, from managing schedules and prioritising work activity to setting targets and choosing how to recognise and reward great performance.

This role will balance proactive customer engagement and relationship building with operational focus. It will require direct engagement with various stakeholders across Mid-Market and the wider EBS team to co-ordinate efforts to improve and maintain a great customer experience for our Mid-Market Customers.

You will lead, coach and develop a team of advisors, providing clear direction, support, and mentorship to team members managing the service provided to Mid-Markets Customers. You’ll help create a culture of excellence, collaboration, and continuous improvement.

Who you are

A role in operations is very fast paced and you’ll be dealing with challenging situations, so a strong work ethic and being excited to lead a high performing team is really important.

You’ll have a passion for creating and delivering great Customer Experience and you’ll feel confident in interacting with our TPIs and customers through different channels, taking over escalations and customer challenges when needed supporting the Account Managers.

Change management expertise will be required with the proven ability to lead teams through change and drive a culture of continuous improvement. You’ll have strong planning and organisational skills, able to translate business strategies into clear objectives, plans and team priorities.

If you have strong relationship building and influencing skills, then we’d love to hear from you!

Closing date for applications: 25.04.2025
Location: Exeter/Home working

Additional Information

Success is personal. It's your journey, powered by us. Join us and we'll help Britain achieve Net Zero together.

Average salary estimate

$54814 / YEARLY (est.)

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$54814K

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What You Should Know About Customer Service Portfolio Manager, EDF UK

Are you ready to take the lead in delivering exceptional customer service? Join EDF as a Customer Service Portfolio Manager and step into a pivotal role where your leadership skills will shine! Located in Exeter, UK, this position is about more than just managing; it’s about inspiring a high-performing team and driving positive change that aligns with our Mid-Market goals. You will lead our dedicated customer service advisors, ensuring they are motivated and equipped to deliver an incredible experience for our customers. Collaborating with various stakeholders, you'll engage proactivity to enhance and maintain top-notch service for our Mid-Market customers, making a real difference in their journey with us. At EDF, we value your unique contributions and support an inclusive environment where diverse perspectives fuel innovation. With a competitive salary starting at £44,800, along with a potential 5% bonus, generous holiday allowance, and a comprehensive benefits package, we prioritize your well-being and success. Get ready to manage not only customer satisfaction but also team performance, aiming for both incredible customer and employee experiences. This is more than a job; it’s your chance to be part of a culture that champions equity, diversity, and continuous improvement. If you are passionate about leading teams through change and committed to creating meaningful relationships, we want to hear from you. Join us on our mission to help Britain achieve Net Zero together, while making your mark in the world of customer service. Your journey to success starts here.

Frequently Asked Questions (FAQs) for Customer Service Portfolio Manager Role at EDF UK

What responsibilities does the Customer Service Portfolio Manager have at EDF?

As a Customer Service Portfolio Manager at EDF, key responsibilities include leading a team of advisors to provide an incredible customer experience, developing strategic plans that align with organizational goals, and ensuring both employee engagement and satisfaction. You will own the delivery on all levels, from operational efficiency to relationship building with stakeholders, ensuring our Mid-Market customers receive exceptional service.