Total 2 Manager customer service job vacancies in Bridgwater, TA5 2AT

An excellent opportunity for an experienced Customer Service Manager to join a well-established company

Job Type: Full-Time, Permanent.
Salary: £32,000 - £35,000 Per Annum, Depending on Experience.
Location: Bridgwater, Somerset TA6.

About The Role:

The Customer Service Manager (CSM) is responsible for overseeing and improving customer service operations, ensuring that the team delivers exceptional service to clients, and resolving escalated customer inquiries. The CSM will manage a team of customer service representatives, analyse service metrics, and implement strategies to enhance overall customer satisfaction

Key Duties:

Leadership & Team Management

• Lead, mentor, and manage the customer service team, providing guidance and support
• Set performance goals, conduct regular performance evaluations, and manage staffing needs
• Develop training programs to ensure that the team is knowledgeable and effective in their roles

Customer Support Operations

• Ensure timely and effective resolution of customer inquiries and complaints via various channels (email, phone, chat, social media)
• Develop and enforce customer service policies and standards to maintain service consistency
• Handle escalated customer issues and resolve complex inquiries or complaints

Performance Metrics & Analysis

• Track key customer service metrics such as response time, customer satisfaction, first-call resolution, and case handling times
• Analyse customer feedback and identify areas for improvement to enhance the customer experience
• Prepare reports and present insights to upper management, offering recommendations for operational improvements

Continuous Improvement

• Implement tools and systems to streamline the customer service process, such as CRM software or ticketing systems
• Stay updated with industry trends and best practices to continually improve customer service strategies
• Collaborate with other departments (e.g., sales, product development) to ensure alignment and customer-centric initiatives

Customer Relationship Management

• Build strong, long-lasting relationships with key customers and clients, addressing their needs and concerns proactively
• Act as a point of contact for high-level customer interactions and inquiries
• Gather customer feedback to influence product or service enhancements

Candidate Requirements:

• Education: Business Administration, Communications, or a related field preferred. In the absence of formal qualifications, relevant previous experience will be considered
• Experience: Minimum of 3-5 years of experience in customer service, with at least 2 years in a supervisory or managerial role

Skills:

• Strong leadership and people management skills
• Excellent communication and interpersonal skills
• Ability to handle difficult or escalated customer situations calmly and professionally
• Proficient in customer service software (e.g., CRM systems) and Microsoft Office Suite
• Analytical skills to interpret service metrics and customer feedback
• Strong problem-solving skills and a customer-first mindset

Company Benefits:

• Company Pension contributions
• 31 days holiday entitlement (Including Bank Holidays)
• Extra holiday entitlement (following 2 years of service)
• Work Uniform


If you feel that you have the relative skills/attributes to fulfil this role then please apply now for immediate consideration.


The company is an Equal Opportunity Employer that does not discriminate based on race, religion, sexual orientation, age or disability. The employer welcomes applications from all candidates who match their requirements and their decision for employment will be based purely on your skills/qualifications.

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 and Belgium. We're the UK’s largest producer of low-carbon electricity, the biggest supplier of electricity by volume in Great Britain, the largest supplier to British businesses and we employ more than 13,000 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 are playing a leading role in new nuclear build in the UK to secure a bright future for the combined business and its employees.
Telecoms Service Manager

Are you experienced in managing telecoms services to ensure they are compliant, cost-effective, and aligned with business needs? Are you capable of maintaining and improving Service Level Agreements, ensuring they remain aligned with business priorities? Are you skilled in identifying telecoms requirements, addressing service gaps, and proactively collaborating with suppliers for effective service delivery?

If so, we have an exciting opportunity for you to join us as our next Telecoms Service Manager here at Hinkley Point!

The Opportunity

As the Telecoms Service Manager, you'll ensure HPC Telecoms services are compliant, cost-effective, and aligned with business needs. You'll identify HPC's service requirements and ensure their effective delivery, track performance, and promote continuous improvement. Additionally, you'll maintain key relationships within HPC and IT Operations, acting as the go-to person for resolving issues.

Pay, benefits and culture

In addition to a salary starting from £65,000 depending on experience, we offer flexible benefits that support our employees’ physical, emotional, and financial wellbeing. Examples include: a market-leading company pension scheme, a bonus plan, health cover, electric vehicle leasing, mental health support and employee discounts.

At EDF, everyone is welcome. We strive to create an inclusive and diverse environment where everyone has a voice and where you feel confident being yourself. We are committed to equality, diversity, and inclusion. We would 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 are a disability confident employer and will do all we can to support you through your recruitment journey with us. If you would like to talk about adjustments, or support you may need, please note this within your application.

We will value the difference you bring and give you opportunities to thrive and succeed.

What you will be doing…

In this role, you’ll provide management and intelligent customer oversight for all applications provided to HPC and contracted third parties, ensuring regulatory compliance. Identify HPC’s telecoms requirements and work proactively with suppliers to address any service gaps, ensuring effective delivery. Actively maintain Service Level Agreements to align with NNB business priorities. Proactively identify opportunities for service improvements and collaborate with partners to implement them, promoting a culture of continuous improvement. Other responsibilities in this role also include:


- Understand IT cost drivers and recommend cost-effective service delivery.
- Serve as the primary interface between NNB and partners for telecoms services issue escalation.
- Maintain visibility of risks related to operational application services, identifying effective mitigation and appropriate escalation.
- Define system performance measures and monitor, measure, and report on IT systems performance, including oversight of third-party support contracts.
- Assess and manage planned changes to production services, minimising business operations impact.
- Represent HPC in corporate initiatives, ensuring HPC requirements and priorities are understood and reflected in decision-making.
- Ensure the successful transition of Telecoms Services from delivery to operations.


Who you are…

As our next Telecoms Service Manager, you will have a recognised professional qualification in Information Technology or Computer Science, along with substantial experience leading application teams. Previous team management experience and a proven record of success in this role are essential. Additionally, the candidate must have demonstrable experience in delivering IT services within a regulated industry. We’re also looking for you to hold:


- Extensive experience in IT service management, with expertise in best practice IT processes and controls (e.g., COBIT / ITIL).
- Strong background in System Administration support.
- Proven track record of delivering service improvements and managing IT service delivery in a growing business unit, including financial management.
- Highly service-oriented, with the ability to build strong, partnership-based relationships.
- Demonstrable experience in managing and developing partnerships with external service providers.
- Skilled in SLA development and management.
- Experienced in developing services to meet evolving business needs.


Applications for this role close: Sunday 23rd June

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