Customer Experience Portfolio Lead

EDF (UK); Exeter; Hybrid; GBP 41,000 - 50,000; Full time

Benefits offered by this job

Electric vehicle leasing

Discounted gym membership

Life assurance

Tech vouchers

Experience days

Market-leading pension scheme

Job summary

EDF (UK) is seeking a Customer Service Portfolio Manager to lead a team delivering exceptional service to strategic customers and partners. You’ll combine people, processes, and performance to create outstanding customer experiences while supporting EDF's journey towards An Electric Britain.

The role is hybrid, with time split between home working and the Exeter office, and a starting salary of £45,760 per year on a 12‑month fixed-term contract.

Qualifications

• Proven experience leading teams and creating a high-performance environment.
• Strong understanding of customer experience principles and how operational processes impact customer experience.
• Demonstrable experience leading teams through change and embedding continuous improvement initiatives.
• Exceptional communication and interpersonal skills with the ability to influence and inspire teams and stakeholders.
• Experience navigating changing priorities with resilience, adaptability, and sound decision-making.
• Strong relationship-building and stakeholder management skills across multiple workstreams.
• Confidence engaging directly with customers and TPIs to build trust and support strong, effective relationships.
• Excellent planning and organisational skills, with the ability to translate business strategy into clear objectives and priorities.

Responsibilities

• Leading, coaching, and developing a team to deliver excellent customer service and performance outcomes.
• Driving a culture of continuous improvement, accountability, and high performance.
• Managing customer service delivery, escalations, complaints, and service level commitments.
• Engaging directly with customers and TPIs to understand their needs, build trust, and support strong, effective relationships.
• Building strong relationships with internal stakeholders to improve customer outcomes and operational performance.
• Supporting the development and delivery of strategic plans aligned to business objectives.

Job description

EDF (UK) is seeking a Customer Service Portfolio Manager to lead a team delivering exceptional service to strategic customers and partners. You’ll combine people, processes, and performance to create outstanding customer experiences while supporting EDF's journey towards An Electric Britain.

The role is hybrid, with time split between home working and the Exeter office, and a starting salary of £45,760 per year on a 12‑month fixed-term contract.