Customer Services Team Manager

Customer Services Team Manager
 

Are you passionate about delivering exceptional experiences for our public sector customers? 
 

If so, we have an exciting opportunity for a Customer Services Team Manager to join our team!
 

The Opportunity…
 

Reporting directly to the Manager of CX and Contract Delivery, as The Customer Contact Team Manager, you will play a pivotal role in shaping exceptional customer experience for EDF’s Public Sector Framework Customers.
 

With a deep understanding of customer needs and expectations, your enthusiasm for enhancing the customer journey will not only elevate the service we provide but also drive the success and long-term growth of EDF’s Large Business division.
 

Pay, benefits and culture
 
Alongside a salary starting from £34,000, potential to earn 5% bonus, 28 days holiday plus bank holidays and a market-leading pension scheme, your package will include a range of benefits, from the big and formal to the small and personal.
 

We’re talking about everything from enhanced parental leave to electric vehicle leasing, health insurance to product discounts, critical illness insurance to technology vouchers, gym membership to season ticket loans. 
 

At EDF UK, we embrace flexibility while recognising that everyone's working needs are different. Whether you're in our office spaces, on site, or working remotely, we promote an environment that supports collaboration, connection, and comfort. No matter where you are, our priority is to make sure you feel safe, valued, and celebrated. You will however need to attend our office in Exeter once a week.
 

Here, we do right by each other and everyone’s welcome. We’re on an action-oriented journey, championing equity, diversity, and inclusion. We’d like our future workforce to have an equal gender balance, represent a broad mix of people from minority ethnic backgrounds, LGBTQ+, those with a disability and supporting social mobility. The team usually meet up at the office in Hove once a month, the rest of the time you can work remotely or go into the office as you wish.
 
We’re a disability confident employer and we’ll do all we can to help with your application. Please let us know if you need to request reasonable adjustments.
 
We take pride in fostering a dynamic and inclusive environment, where the diverse backgrounds and experiences of our employees drive fresh thinking and innovation. We understand that success means different things to different people. We believe there are multiple definitions of what it means to succeed. That’s why we support you to pursue a career that’s unique to you. Because success is personal.
 
What you’ll be doing
 

Leading, coaching, and inspiring a team of dedicated Customer Service Advisors, you’ll empower them to deliver top-tier service with every interaction. Collaboration is key—you’ll work closely with both onshore and offshore EDF Business Solutions (EBS) teams to ensure customer queries and complaints are resolved swiftly and to the highest standard.
 

But that’s not all. In this role, you’ll have the opportunity to make a real impact by identifying recurring challenges and driving innovative solutions that enhance the overall customer journey. If you’re ready to lead from the front and make a difference, this is the role for you!
 

Who you are
 

In this role, you’ll bring inspirational and innovative leadership, fostering a culture of continuous improvement, adaptability, and high performance. By equipping your team with the right skills and behaviours, you’ll ensure they excel in delivering an outstanding service.
 

As the leader of our Customer Contact team, you’ll drive consistent, compliant, and sustainable performance, meeting and exceeding key performance indicators (KPIs), medium-term plans (MTPs), and strategic objectives, all contributing to EDF Energy’s bottom line.
 

With strong planning and organisational abilities, you’ll transform business strategies into clear goals, actionable plans, and team priorities. Your exceptional relationship building and influencing skills will help you engage with diverse workstreams, ensuring seamless delivery and performance. 
 

Additionally, you’ll serve as the go-to expert, handling escalations and resolving the most complex customer complaints.
 

If you thrive in a fast paced environment and are ready to lead with passion and purpose, this role is your opportunity to make a lasting impact!
 

Closing date for applications: 30.01.2025
Location: Exeter/Home working
 

Success is personal. It’s your journey, powered by us. Join us and we’ll help Britain achieve Net Zero, together.