Operations & Quality Manager

As an Operations & Quality Manager at EDF, you will oversee various customer service teams, implement quality standards, and drive continuous improvement initiatives. You'll be responsible for developing our Quality Framework while ensuring the highest levels of service excellence. Additionally, you will collaborate with Team Leaders and Customer Service Advisors to enhance customer relationships and operational efficiency, making your role crucial for both team engagement and customer satisfaction.

The ideal candidate for the Operations & Quality Manager position at EDF should have a strong background in customer service, quality assurance, and team leadership. Proficiency in driving process improvements and implementing quality standards is essential. Experience in the utilities or energy sector can be beneficial, along with a passion for creating an inclusive environment. Leadership skills and the ability to navigate a fast-paced, dynamic setting are also critical for success in this role.

EDF is dedicated to championing equity, diversity, and inclusion within the workplace. As an Operations & Quality Manager, you will be part of a culture that values diverse backgrounds and experiences, encouraging fresh thinking and innovation. The company actively supports professional development and aims for a balanced workforce, ensuring that every employee feels valued and empowered to contribute their unique perspectives.

As an Operations & Quality Manager at EDF, you can expect a comprehensive benefits package that includes a starting salary of £56,400, potential for a 5% bonus, and 28 days of annual leave plus bank holidays. Additional perks include a market-leading pension plan, enhanced parental leave, health insurance, and technology vouchers, ensuring you have the support you need both personally and professionally.

Critical skills for success as an Operations & Quality Manager at EDF include strong leadership and team development abilities, a focus on customer experience, and an aptitude for quality assurance. You should be adept at driving initiatives that enhance service delivery and operational efficiency. Emotional resilience, collaboration across departments, and a proactive approach to problem-solving are also vital for thriving in this dynamic environment.

When prioritizing tasks as an Operations & Quality Manager, it's essential to assess the impact on customer satisfaction and operational efficiency. I would begin by identifying urgent issues that affect service quality, followed by initiatives that align with long-term strategic goals. Collaboration with team members for input and a focus on data-driven decision-making also play key roles in my prioritization process.

In my previous role, I led a quality improvement initiative where we revamped our service feedback loop. By implementing structured feedback channels, training sessions for staff, and regular monitoring, we achieved a 20% increase in customer satisfaction scores. I ensured the team felt supported and engaged throughout the process, emphasizing the importance of our collective goals.

Handling conflict within a team involves open communication and active listening. I encourage team members to express their concerns and work collaboratively towards solutions. I maintain a calm demeanor and strive to understand each perspective, ultimately fostering an environment of mutual respect and collaboration, which is essential for team cohesion.

I motivate my team by setting clear expectations and celebrating small wins. Regular one-on-one check-ins provide opportunities for feedback and recognition, which boosts morale. Encouraging professional development through training and creating a culture of collaboration helps team members feel valued and engaged in our collective objectives.

Success in customer service operations can be measured using key performance indicators (KPIs) such as customer satisfaction scores, response times, and resolution rates. I also value internal assessments, team feedback, and customer testimonials, which provide valuable insights into our performance and areas for continuous improvement.

Empathy is the most important quality for an Operations & Quality Manager in my view. Understanding the perspectives of both customers and team members allows me to foster a supportive environment and make informed decisions that enhance service quality while ensuring team engagement and morale.

To implement a new quality standard, I would start by clearly communicating the benefits and expectations of this standard to the team. I would provide thorough training sessions to ensure everyone is aligned and comfortable with the changes. Ongoing support and regular monitoring would follow to address any questions and refine our approach as needed.

Technology plays a crucial role in improving customer service quality by streamlining processes, providing real-time data for decision-making, and enhancing communication channels. Implementing CRM tools can help personalize interactions and track customer feedback, thereby enabling more efficient service delivery and continuous improvement.

My approach to stakeholder collaboration involves open lines of communication and regular check-ins to align on objectives and share best practices. I believe in building strong relationships and fostering a sense of partnership, which encourages input from diverse stakeholders and ultimately leads to improved outcomes across our teams.

If a customer issue escalates, I promptly assess the situation and gather all relevant information. I would communicate transparently with the customer about what steps we’re taking and escalate the issue to appropriate management levels if needed. My goal is to ensure the customer feels heard and to work collaboratively towards a resolution.