At a Glance
- Tasks: Lead the charge in improving customer experiences across IT services.
- Company: Join EDF, a forward-thinking company committed to personal success.
- Benefits: Starting salary of £50,000, flexible working, and customisable benefits.
- Other info: Be part of a diverse team driving towards An Electric Britain.
- Why this job: Make a real impact by simplifying IT services for colleagues.
- Qualifications: Experience in customer journeys and strong collaboration skills.
The predicted salary is between 50000 - 50000 £ per year.
Ready to make IT services simpler, clearer and easier to use for colleagues across EDF? Do you enjoy turning customer insight into meaningful improvements and shaping experiences that deliver real value? At EDF, Success is Personal. As a Service Lead, you’ll help create better customer journeys that make every interaction with IT more seamless and effective.
The Opportunity
As a Service Lead, you’ll help shape and improve end-to-end customer experiences across Enterprise IT. You’ll act as a champion for customer journeys, ensuring services are easy to access, simple to navigate and focused on delivering the outcomes colleagues need most. This is a 12-month fixed term contract, where you’ll join us on a salary starting of £50,000 per annum, with the potential for an annual bonus. This role offers flexible working across the UK, with occasional travel to our offices in London, Exeter and other EDF locations when needed.
Working at the heart of service improvement, you’ll use customer feedback, performance insights and data to identify opportunities for change. Your work will support EDF’s journey towards An Electric Britain, helping create more connected, efficient and customer-focused services while building strong partnerships across teams and suppliers.
Who You Are
We’re looking for a Service Lead who is customer-focused, collaborative and comfortable influencing across a wide range of teams and stakeholders. You’ll enjoy solving problems, simplifying complex journeys and turning insight into action.
Are you experienced in…?
- Understanding customer journeys and identifying where services can be made simpler, clearer or easier to use
- Building effective relationships and influencing internal service teams, product teams, external partners and business stakeholders to improve service outcomes
- Using feedback, service performance data, surveys or insight to identify improvement opportunities
- Reducing customer effort by removing duplication, avoidable transfers, repeated requests for information and unclear ownership
- Designing accessible and inclusive journeys, language and channels that work for different user groups and support needs
- Translating customer pain points into clear actions, priorities and measurable improvements
Knowledge of ITIL, ServiceNow, Service Catalogue, Knowledge Management, Request Management or self-service would be valuable but aren’t essential. We’d also welcome someone with strong customer focus, sound judgement and the ability to make improvements happen in practice.
What You’ll Be Doing
- Owning and improving key IT customer journeys, focusing on the moments that matter most to colleagues
- Simplifying customer experiences by removing unnecessary steps, duplication and unclear ownership across teams and suppliers
- Improving self-service, knowledge and service catalogue experiences so customers can find the right help more easily
- Turning customer feedback, service data and insight into prioritised improvement plans with measurable outcomes
- Building strong partnerships across Enterprise IT, suppliers and business stakeholders to deliver joined-up service improvements
Pay, Benefits and Culture
Alongside a salary starting of £50,000 per annum, potential for an annual bonus, and a market-leading pension scheme, your package will include customisable benefits such as electric vehicle leasing, discounted gym membership, life assurance, tech vouchers, experience days, and more. At EDF, we believe there are multiple definitions of what it means to succeed. That’s why we offer you the freedom to develop a career that’s unique to you. Here, Success is Personal – it’s your journey, powered by us.
Everyone is welcome at EDF; we’re committed to building a workforce that reflects gender balance, social mobility, and inclusion of minority ethnic backgrounds, LGBTQ+ communities, and those with disabilities. As a Disability Confident employer, we will support applicants requiring adjustments. Join us and find your success at EDF!
Closing date for applications: Monday 7th September
Service Lead - Customer Experience employer: Jobless
At EDF, we pride ourselves on being an excellent employer, offering a supportive and inclusive work culture that values personal success and career development. As a Service Lead in Customer Experience, you'll enjoy flexible working arrangements, a competitive salary starting at £50,000, and a range of customisable benefits designed to enhance your work-life balance. Join us in shaping meaningful customer journeys while contributing to our mission of creating a more connected and efficient service environment across the UK.
StudySmarter Expert Advice🤫
We think this is how you could land Service Lead - Customer Experience
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Jobless.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Jobless. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Service Lead - Customer Experience
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Jobless.
How to prepare for a job interview at Jobless
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Jobless's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Jobless offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
