Customer Service Manager

Croydon, England
24 Nov 2016
24 Dec 2016
EDF Energy
Contract Type
Full Time

EDF Energy is a core part of the EDF Group, one of the largest energy companies in Europe with key business operations in the UK, France, Italy, Belgium and Poland. We are the UK's leading generator and supplier of low carbon energy, producing around one-fifth of the nation's electricity and employing more than 15,000 people. We operate nuclear, coal and gas power stations, wind farms, and combined heat & power plants. We have a focus on safe, dependable energy generation and an ethos of service excellence. We intend to play a leading role in new nuclear build in the UK and secure a bright future for the combined business and its employees.

As one of the UK's largest energy companies, there's a huge amount of opportunity available for finance professionals here. Our Finance Division comprises various business units, including, Customers, Generation, Nuclear New Build and Corporate Finance. Each of these has its own challenges and rewards - and each will help you to build a well-rounded skill set. At EDF Energy our finance professionals are seen as part of the wider business team. And wherever you go, you'll learn how energy markets work, the challenges we face as an industry and the actions we need to take to overcome them.

Job Overview:

The Customer Service Manager is accountable to the Service Owner for improving end user satisfaction and leading the movement to a "service focused" organisation. With genuine passion for excellent customer service, the role focuses on continuous improvement of IT Operational services to our customers and end user experience.

This will be achieved through improving;

  • The quality and customer satisfaction of operational services.
  • The alignment of operational services to meet the needs of our customers.
  • The level of service provided by both internal & partner providers i.e. application & infrastructure services.
  • Customer stakeholder management & communications.
  • The financial charging model for operational services.
  • Knowledge & Skills:

  • Knowledge of the end to end value chain of an energy business, covering Generation, Optimisation & Trading, Energy Supply, Energy Services, Enterprise Services;
  • Thorough understanding of the energy supply and energy services industry in the UK and the related regulatory frameworks and requirements;
  • Through understanding of the core business processes underpinning the companies operation, the value they deliver and the control mechanisms by which they are managed;
  • Strong passion and interest in service excellence and understanding of the trends and direction of the marketplace;
  • Awareness of quality assurance and quality control procedures and standards;
  • Passion for customer service.
  • Personality driven by success in relationships and solving problems.
  • Ability to work under pressure, to high standards and tight timescales with the flexibility to switch between team member, leader and coach roles as needed;
  • Strong knowledge of the ITIL process model (IT Infrastructure Library) and Service Management Tools
  • Leadership demonstrated through hands on involvement and team management practices.
  • Ability to influence people inside & outside of the IT Operations organisation.
  • Experienced in managing internal/external service providers.
  • Highly Service oriented with a strong ability to build relationships based on partnerships.
  • Able to define, formulate and develop the role in all aspects.
  • Well-developed awareness and understanding of service models, technology and strategic direction.
  • Constructively challenges the status quo;
  • Identifies and manages risks;
  • Excellent communicator, hold gravitas, able to build strong, lasting relationships; and
  • Able to establish immediate impact and credibility;
  • Demonstrable record of contributing effectively to the business targets;
  • Qualifications & Experience:

  • Wide experience of IT service delivery and management;
  • Experience of relationship management;
  • Experience of Supplier Management;
  • A degree in a relevant discipline, or equivalent experience;
  • An ITIL/IT Service Management qualification;
  • Suitable candidates will be ITIL certified or have extensive customer service experience within an IT Environment. If not ITIL certified, the post holder will be expected to undertake ITIL training and gain the ITIL foundation qualification.