At a Glance
- Tasks: Lead a high-performing team to deliver exceptional customer service and manage key client relationships.
- Company: Join EDF, a leader in the energy sector focused on customer success.
- Benefits: Hybrid working model, competitive salary, and opportunities for professional growth.
- Other info: Dynamic role with the freedom to innovate and improve team operations.
- Why this job: Make a real impact by shaping customer experiences and driving team performance.
- Qualifications: Experience in customer service leadership within the energy industry is essential.
The predicted salary is between 50000 - 60000 £ per year.
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, you'll play 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.
What You'll Be Doing
- Take full ownership of the customer journey, ensuring seamless service across all channels.
- Lead and develop a hybrid onshore/offshore team (approx. 11-15 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.
You’ll also have the freedom to shape how your team works - from priorities and schedules to recognising success and driving improvement.
Who You Are
We’re looking for someone who combines strong leadership with deep customer focus and the confidence to operate in a complex, fast-moving environment. You’ll thrive in this role if you bring:
- 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 able management of competing priorities in a fast-paced environment.
- A natural collaborative approach, bringing people together to solve problems and improve outcomes.
Customer Services Portfolio Manager - Hybrid - Exeter, UK in Whiston employer: EDF
At EDF, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters collaboration and innovation in Exeter. Our commitment to employee growth is evident through tailored development opportunities and a supportive environment where your contributions truly matter. Join us to make a meaningful impact while enjoying the benefits of a hybrid working model and a strong focus on work-life balance.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Services Portfolio Manager - Hybrid - Exeter, UK in Whiston
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at EDF. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like EDF before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Services Portfolio Manager - Hybrid - Exeter, UK in Whiston
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to EDF:Your cover letter is your chance to shine! Tell us why you want to work at EDF specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at EDF!
How to prepare for a job interview at EDF
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
