EDF UK
Customer Services Portfolio Manager
Exeter
£45.8k/yr
Posted 9 days ago
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Customer Services Portfolio Manager
## About EDF and the Role
Make a **real difference** for millions of customers.
At **EDF**, our purpose is simple – to help our customers thrive.
In our **Portfolio Service & Experience** team, you’ll play a **key role** in delivering outstanding service to business customers and partners, ensuring every interaction counts.
This is your chance to:
- Lead, shape, and inspire a **high-performing team**
- Own the **end-to-end experience** for a portfolio of brokers, consultants, and strategic customers
## Key Responsibilities
As a **Customer Service Portfolio Manager**, you’ll drive performance, build relationships, and deliver **exceptional customer experiences**. Your key responsibilities include:
### Customer Experience
- Take **full ownership** of the customer journey, ensuring **seamless service** across **all channels**
- Act as the **key point of escalation**, resolving **complex customer challenges**
- Gather and translate **customer feedback** into **actionable insights**, influencing **internal stakeholders**
- Collaborate across **Business & Wholesale (BWS)** teams for **continuous improvement**
### Team Leadership
- Lead and develop a **hybrid onshore/offshore team** (approx. 11–15 people), fostering a culture of **high performance and accountability**
- Shape **priorities, schedules, recognition, and improvement initiatives**
### Relationship Management
- **Manage relationships** with strategic **Third-Party Intermediaries (TPIs)**, including **brokers and energy consultants**, as a trusted partner
- Conduct **regular client meetings**, both **virtually and face-to-face**
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Performance & Growth
- Drive performance across three core areas: customer experience, employee engagement, and business value & results
- Enjoy the freedom to shape team operations and foster growth.
Requirements
We’re looking for someone who combines strong leadership, a deep customer focus, and the ability to thrive in a complex, fast-moving environment. You’ll bring the following:
- Essential experience: From the energy industry, ideally in portfolio, customer service, or support leadership roles
- Team leadership experience: Managing hybrid onshore/offshore teams
- Account management skills: Establishing long-term relationships with strategic customers, TPIs, or consultants
- Stakeholder management: Ability to communicate customer insights and influence decisions
- Escalation & crisis management: Experience handling high-stakes customer interactions
- Resilience & adaptability: Organised yet resilient, capable of managing competing priorities in a fast-paced environment
- Collaborative approach: Bringing people together to solve challenges and improve customer outcomes
- A commercially driven mindset, with a passion for building relationships and delivering growth.
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Location & Remuneration
Work Arrangements
- Location: Gadeon House, Exeter (primary office)
- Hybrid model: Required to work at the Exeter office 2 days per week
- Travel expected: Nationwide for customer meetings potentially annually or for extended periods, and internationally to meet **strategic partners
Compensation
- Starting salary: Circa £45,760 p.a., but subject to existing salary, competence, experience, and qualifications
- Additional benefits:
- Potential for an annual bonus
- Market-leading pension scheme
- Customisable benefits:
- Electric vehicle leasing
- Discounted gym membership
- Life assurance
- Tech vouchers & experience days
Benefits & Culture
At EDF, success is personal. Our focus is on your unique career journey, supported by us.
We believe in:
- Inclusion & diversity: Committed to gender balance, social mobility, and representing minority ethnic backgrounds, LGBTQ+ communities, and those with disabilities. Supported as a Disability Confident employer.
- Multiple paths to success: Flexibility in shaping your professional growth.
- Career freedom: Exciting opportunities to drive transition towards an Electric Britain.
Closing Date
Sunday, 5th July 2026
#SuccessIsPersonal #EDFcareers #LI-Hybrid
**Note**: [Markdown code Placeholder removed; see rules for formatting.]
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Skills
Leadership
Customer Experience Management
Stakeholder Management
Account Management
Escalation Handling
Onshore/Offshore Team Management
Strategic Relationship Building
Performance Driving
Customer Insight Analysis
Collaborative Problem Solving
Portfolio Management
Commercial Drive
Location