Customer Service Portfolio Manager — Hybrid Leader

EDF Energy; Exeter; Hybride; GBP 41 000 - 50 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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

Connaissances

Team leadership

Customer experience

Change management

Communication

Stakeholder management

Relationship building

Planning and organizing

Influence

Description du poste

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