Customer Support Manager

Customer Support Manager

Do you have strong people management, with the ability to Lead and develop a high performing teams to deliver a world class customer experience, driving new growth and retention if so we want to hear from you!

The Opportunity

As the Customer Support Manager, you’ll Lead and develop a high performing team within Metering & Solutions to deliver a world class customer experience, driving new growth and retention for EBS.

As part of the management team within EBS, the post holder will be responsible for all aspects of proactive customer service management for serving over 5000 customers.

Pay, benefits and culture

Alongside a competitive salary and a market-leading pension scheme, we offer a range of flexible benefits to support our people across all aspects of their lives.

Your rewards package includes a choice of benefits, such as electric vehicle leasing, enhanced parental leave, health insurance, discounts, and employee pricing.

Flexible working means you can work from home (if you wish) and we’ll provide a suite of IT equipment to ensure that you can work remotely comfortably and effectively.

At EDF, everyone’s welcome. We strive to create an inclusive and diverse environment where everyone has a voice and where you feel confident being yourself. We’re committed to equality, 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.

We’re a disability confident employer and we’ll do all we can to help with your application, making adjustments as you need.

We’ll value the difference you bring and offer opportunities for you to thrive and succeed.

What you’ll be doing

You’ll work with the MOP Operations manager and wider EBS teams to design and implement the customer service strategy including providing enhanced levels of service to our top tier customers.

• Design and lead the implementation of a solution to monitor customer experience
• Design and implement the end to end revenue management journey with a view to managing the M&S debt position
• Oversee the relationship with external partners such as TCS and external debt collection agencies and ensure that the appropriate quality checks are in place
• Define and lead the transformation activity including systems and processes including ensuring the correct team structure and performance monitoring is in place
• Manage and take ownership of complaint resolution working with teams across the wider EDF business to resolve issues in a timely manner
• Oversee the entire end to end customer journey post sale including all contract fulfilment activity 
• Lead the Customer Support team tasked to deliver proactive, customer centric with all processes being deployed to meet expected quality, compliance and regulatory requirements
• Continuously assess team performance, setting appropriate and achievable goals and targets for team members
• Coach and mentor the team to drive performance improvement
• Develop the capability of the operation to meet both current and future service requirements through employee development, continuous improvement, right sourcing and effectively adapting to emerging changes.
• Keep up to date on the B2B electricity industry, business and market drivers in order to construct Commercial Insights that will link achievement of customer / TPI objectives to EDF Energy’s solutions.
• Build and maintain knowledge of market changes, regulation and policy issues, the energy landscape and how it impacts our business customers and the current trends and developments relating to energy and carbon efficiency
• Develop and maintain strong networks with internal and external stakeholders.
• Gather and internally share the latest customer information in order to enhance Marketing and Customer Strategy teams’ customer intelligence.
• Support the coaching of customer / TPI stakeholders to build consensus for EDF Energy’s solutions within their organisation.
• Apply the correct HR policies and procedures ensuring timeliness, consistency and liaising with support services as appropriate. Key activities and involvement in relation to; absence management, engagement, performance management capability and conduct.
• Ensure all activities are conducted in line with our zero harm commitments.
• Lead your teams to exceed customer expectations by setting clear CFP objectives, managing the performance against KPI measures and working with quality assurance and training functions for ongoing development.

Who you are

You’ll be able to demonstrable the ability to provide inspirational direction and leadership and motivate teams to achieve goals and deliver against KPI’s and objectives. With strong knowledge of the business energy supply market, you’ll developing strategic customer contact plans and optimising profitability being able to establish and maintain effective business relationships with key stakeholders at all levels with strong influencing skills, whilst building excellent relationship, managing external senior customers and stakeholders.

You’ll need extensive experience and proven delivery in managing either financial, commercial or customer services in a highly regulated environment.

As a people leader you’ll have strong coaching, development, and communication skills, fostering an environment of teamwork to deliver against objectives.

Caring about employee experience, making sure our EBS teams see and feel our behaviours in all that we do each day.

If this sounds like you then we’d love to hear from you!

Closing date for applications: Sunday 28th April 2024

Join us and together we can help Britain achieve Net Zero.