Customer Service Portfolio Manager

EDF Energy; Exeter; Hybrid; GBP 41,000 - 50,000; Full time

Job summary

EDF Energy is seeking a Customer Service Portfolio Manager to lead a high-performing team focused on delivering outstanding service to strategic customers. You will drive continuous improvement, manage escalations, and collaborate with stakeholders to strengthen customer relationships across multiple workstreams.

Based at Exeter in a hybrid role, you will coach colleagues, influence decisions, and translate business strategy into clear objectives while supporting EDF's mission toward An Electric

Qualifications

• Proven experience leading teams and creating a high-performance environment.
• Strong understanding of customer experience principles and how processes impact outcomes.
• Experience leading teams through change with continuous improvement initiatives.
• Excellent communication and interpersonal skills to influence stakeholders.
• Ability to manage multiple workstreams and build trust with customers.

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

Skills

Team leadership

Customer experience

Change management

Communication

Stakeholder management

Relationship building

Planning and organizing

Influence

Job description

About the Role

Join a team where your leadership can shape outstanding customer experiences and help customers feel valued every day. At EDF, Success is Personal. As a Customer Service Portfolio Manager, you’ll inspire high-performing teams, drive positive change, and make a real impact on both our customers and colleagues.

The Opportunity

As a Customer Service Portfolio Manager, you’ll lead a team responsible for delivering exceptional service to a portfolio of strategic customers and partners. You’ll bring together people, processes, and performance to create outstanding customer experiences while supporting EDF's journey towards An Electric Britain.

You’ll join us on a salary starting of £45,760 per annum. This is a 12-month fixed-term contract and is a hybrid role, with time split between home working and our #Exeter office at Gadeon House a couple of times each week, giving you flexibility alongside valuable face-to-face collaboration.

This is an opportunity to lead through change, influence business performance, and help shape the future of customer service. You’ll work closely with stakeholders across the business, develop talented colleagues, and play a key role in delivering excellent outcomes for customers and EDF

Who You Are

We're looking for a Customer Service Portfolio Manager who can lead with confidence, build strong relationships, and create a culture of continuous improvement. To be shortlisted, you need to offer:

• 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

What You'll Be Doing

• 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

Pay, Benefits and Culture

Alongside a starting salary of £45,760 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: Thursday 5th November

#SuccessIsPersonal #EDFcareers #LI-Hybrid

Success is Personal. It's your journey, powered by us. Join us and drive the transitiontowards An ElectricBritain.