About the Role
Make a real difference for millions of customers
At EDF, our purpose is simple to help our customers thrive. In our Portfolio Service & Experience team,youllplay a key role in delivering outstanding service to business customers and partners, making sure every interaction counts.
This is your chance to lead, shape, and inspire a high-performing team, while owning the end-to-end experience for a portfolio of brokers, consultants, and strategic customers.
WhatYoullBeDoing
As aCustomer Service Portfolio Manager,youlllead from the front driving performance, building relationships, and creating exceptional experiences.Youll:
- Take full ownership of the customer journey, ensuring seamless service across all channels
- Lead and develop a hybrid onshore/offshore team (approx. 1115 people), creating a culture of high performance and accountability
- Manage relationships with our strategic Third-Party Intermediaries (TPIs), including brokers and energy consultants, acting as a trusted partner
- Lead regular client meetings, both virtually and face-to-face
- Act as the key point of escalation, resolving complex customer challenges
- Gather and translate customer feedback into actionable insights, influencing internal stakeholders
- Collaborate across our Business & Wholesale (BWS) teams to continuously improve the service we deliver
- Drive performance across three key areas, customer experience, employee engagement, and Business value & results
Youllalso have the freedom to shape how your team works from priorities and schedules to recognising success and driving improvement.
Who You Are
Werelooking for someone who combines strong leadership with deep customer focus and the confidence tooperatein a complex, fast-moving environment.Youllthrive in this role if youbring:
- Essential experience from the energy industry, ideally in a portfolio, customer service or support leadership role
- Successful leadership of teams across onshore/offshore models
- Confidence in working with strategic customers, TPIs or consultants, building long-term relationships
- Excellent stakeholder management skills, with the ability to clearly communicate customer insight and influence decisions
- Experience of handling escalations and high-profile customer interactions
- An organised, resilient and abled management of competing priorities in a fast-paced environment
- A natural collaborative approach, bringing people together to solve problems and improve outcomes
Ifyourea commercially driven
