Operations & Quality Manager

About the Role

Are you an inspiring leader, driven by developing and motivating others? If so, we’re looking for an Operation and Quality Manager to join our team here at EDF!

The Opportunity… In this role, you’ll lead the charge in delivering exceptional service across our customer operations. You’ll be responsible for overseeing multiple customer service teams and advisors across various locations, ensuring service excellence and continuous improvement remain at the heart of everything we do.

Pay, benefits and culture

Alongside a salary starting from £56,400, 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

As an Operation and Quality Manager, you will play a pivotal role in shaping and elevating customer experience across our Mid-Market operations. You’ll lead the development and delivery of our Quality Framework, ensuring consistent service excellence across multiple customer service teams and locations. In this role, you’ll:

• Champion the implementation of quality standards and processes across our Mid-Market customer operations.
• Lead and support our community of Quality Specialists, ensuring they’re equipped to deliver high levels of service and foster strong customer relationships.
• Drive continuous improvement initiatives to boost service quality, operational efficiency, and customer satisfaction, working closely with stakeholders across Mid-Market and EBS.
• Collaborate with your Team Leaders and Customer Service Advisors, coaching and empowering them to make informed decisions around service delivery, prioritisation, and financial discretion.
• Cultivate a positive team culture by focusing on engagement, development, and wellbeing, ensuring your teams feel valued and motivated.
• Work cross-functionally with Operational Managers across EBS (including Core Services, Metering, and Large Business) to align on performance, demonstrate regulatory compliance, and share best practices.

Who you are

We’re looking for a dynamic and passionate leader who places customer experience at the forefront of everything they do. You champion innovation and are always seeking ways to improve processes to exceed expectations. Quality and customer satisfaction aren’t just goals for you, they’re part of your everyday mindset. You strive to create an inclusive environment where everyone feels valued, empowered, and free to be themselves. Your ability to build strong, collaborative relationships across the business helps align service delivery with wider commercial objectives. You remain calm and resilient under pressure, handling challenges and escalations with professionalism while ensuring high-quality service in a fast-paced environment. You’re confident in leading transformation, whether it’s through adopting new technologies or implementing fresh ideas that drive success. You’re decisive, continuously learning, and not afraid to make bold moves that create meaningful impact.

Closing date for applications: 25.04.2025

Location: Exeter/Home working

What’s in it for you? Success is personal. It’s your journey, powered by us. Join us and we’ll help Britain achieve Net Zero together.