Customer Service Portfolio Manager

HPC Jobs Service; Exeter; Hybrid; GBP 41,000 - 50,000; Full time

Benefits offered by this job

Hybrid work model

Bonus potential

Pension scheme

Job summary

EDF is seeking a Customer Service Portfolio Manager in Exeter on a 12-month fixed-term, hybrid basis (home and Exeter office). Starting salary £45,760 per year. You’ll lead a team delivering exceptional service to strategic customers and partners, shaping customer experiences and driving performance.

You will collaborate across the business, support talent development, and influence outcomes for customers and EDF as part of a broader transformation in UK customer service.

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

Company Description

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.

Job Description

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.

Closing date for applications: Thursday 5th November

#SuccessIsPersonal #EDFcareers #LI-Hybrid

Additional Information

Success is Personal. It's your journey, powered by us. Join us and drive the transition towards An Electric Britain.