Product Support Specialist

EDF Energy Limited; Gloucester; Hybrid; GBP 32,000 - 55,000; Full time

Benefits offered by this job

Market-leading pension scheme

Electric vehicle leasing

Discounted gym membership

Life assurance

Tech vouchers

Experience days

Job summary

EDF Energy Limited is seeking a Product Support Specialist to help evolve a critical digital product. You’ll combine analytical thinking, problem solving and process improvement to deliver real impact across regulatory environments and major UK projects.

The role offers two office bases (London or Gloucester) with hybrid attendance as needed, and a starting salary between £32,000 and £55,000 per annum. A collaborative culture supports development and impact in a large energy organisation.

Qualifications

• Strong analytical and problem-solving capabilities with ability to identify trends.
• Knowledge of process management or continuous improvement approaches.
• Experience in regulated or complex environments such as energy/utilities/healthcare.
• Ability to work with internal stakeholders, suppliers and support teams to drive issues to resolution.
• Proactive in questioning processes to improve user experience and service quality.
• Understanding of compliance requirements and governance controls.
• Ability to adapt to changing priorities and agile environments.
• Experience with enterprise learning platforms or SaaS is desirable but not essential.

Responsibilities

• Managing and prioritising incidents, requests and service issues across a critical enterprise platform.
• Investigating problems and identifying root causes of recurring issues.
• Analysing trends and support data to uncover improvement opportunities.
• Working with suppliers and technology partners to resolve issues effectively.
• Challenging existing processes and identifying ways to improve service delivery.
• Supporting automation and process improvement initiatives.
• Collaborating with stakeholders across the business to understand user needs.
• Driving accountability and transparency with third-party providers.
• Contributing to product and service improvement activities.
• Supporting governance, compliance and operational processes.

Skills

Analytical thinking

Problem solving

Process management

Agile environments

Stakeholder collaboration

Regulated environment experience

SaaS/enterprise learning platforms

Job description

About the Role

Ready to move beyond traditional support and help shape how a critical digital product evolves? As a Product Support Specialist, you'll use problem-solving, service improvement and product operations skills to create lasting change. At EDF, Success is Personal, giving you the opportunity to grow your impact while helping improve the experience of more than 50,000 users.

The Opportunity

As a Product Support Specialist, you'll join a growing team at an exciting stage of its journey. These newly created roles offer the opportunity to challenge existing ways of working, identify improvement opportunities and help shape the future of a critical enterprise learning platform supporting colleagues, partners and major energy projects across the UK.

Alongside a starting salary of between £32,000 to £55,000 per annum, this flexible role can be based in either our #London or #Gloucester office. We work collaboratively and expect regular office attendance based on project needs, which may range from one day per week to up to four days per week during key project phases. Collaboration is central to how the team works and succeeds.

You’ll help improve the support, performance and user experience of a platform that operates in a highly regulated environment. Working closely with stakeholders, suppliers and product colleagues, you’ll gain exposure to product management, service improvement, process analysis, automation and digital transformation while contributing to EDF’s journey towards An Electric Britain.

Across smart meters, heating and electric vehicles, EDF’s Customers business is helping to shape a smarter, energy-saving future. We’re proud to be a Sunday Times Best Places to Work Top 10 Very Big Organisation for two years running and a Highly Commended workplace for disabled employees.

Who You Are

We’re looking for a Product Support Specialist who enjoys investigating problems, identifying patterns and improving how services are delivered. You’ll bring a mix of relevant experience, skills and knowledge, including:

• Strong analytical and problem-solving skills, including the ability to identify trends, recurring issues and root causes
• Knowledge of process management, process analysis or continuous improvement approaches
• Experience working within a regulated or complex environment such as energy, utilities, nuclear, financial services or healthcare
• The confidence to work with internal stakeholders, suppliers and support teams to drive issues through to resolution
• A proactive approach to questioning existing processes and identifying opportunities to improve user experience, service quality and operational performance
• Understanding of compliance requirements and the importance of structured governance and controls
• The ability to work effectively within changing priorities and agile environments
• Experience supporting, administering or working closely with enterprise learning platforms, digital products or SaaS applications is desirable but not essential.

We’re looking to fill two positions and recognise that strong candidates may bring different combinations of skills and experience. If you don't meet every requirement listed above but believe you could be successful in the role, we'd still encourage you to apply.

What You’ll Be Doing

• Managing and prioritising incidents, requests and service issues across a critical enterprise platform
• Investigating problems and identifying root causes of recurring issues
• Analysing trends and support data to uncover improvement opportunities
• Working with suppliers and technology partners to resolve issues effectively
• Challenging existing processes and identifying ways to improve service delivery
• Supporting automation and process improvement initiatives
• Collaborating with stakeholders across the business to understand user needs
• Driving accountability and transparency with third-party providers
• Contributing to product and service improvement activities
• Supporting governance, compliance and operational processes

Pay, Benefits and Culture

Alongside a starting salary of between £32,000 to £55,000 per annum, 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're committed to creating an accessible recruitment process and encourage candidates to tell us about any support they may need. Should you disclose a disability and meet the minimum criteria for the role, you’ll be progressed to the first stage of the selection process. Some of our roles at EDF attract large volumes of applications. When this happens, we’ll apply the Disability Confident scheme’s guidance on taking practical and appropriate steps to select disabled candidates who best meet the minimum criteria for the job.

Closing date for applications: Thursday 19th November.

Assessment and interview activities are expected to take place on 25 and 26 November 2026.