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About the Role

As a Product Support Specialist, you'll use problem-solving, service improvement, and product operations skills to create lasting change and help shape how a critical digital product evolves. This role offers the opportunity to grow your impact while improving the experience of over 50,000 users.

Responsibilities

Managing and prioritising incidents, requests and service issues across a critical enterprise platform
Investigating problems and identifying root causes of recurring issues
Analysing trends and support data to uncover improvement opportunities
Working with suppliers and technology partners to resolve issues effectively
Challenging existing processes and identifying ways to improve service delivery
Supporting automation and process improvement initiatives
Collaborating with stakeholders across the business to understand user needs
Driving accountability and transparency with third-party providers
Contributing to product and service improvement activities
Supporting governance, compliance and operational processes

Requirements

Strong analytical and problem-solving skills, including the ability to identify trends, recurring issues and root causes
Knowledge of process management, process analysis or continuous improvement approaches
Experience working within a regulated or complex environment such as energy, utilities, nuclear, financial services or healthcare
Confidence to work with internal stakeholders, suppliers and support teams to drive issues through to resolution
Proactive approach to questioning existing processes and identifying opportunities to improve user experience, service quality and operational performance
Understanding of compliance requirements and the importance of structured governance and controls
Ability to work effectively within changing priorities and agile environments
Experience supporting, administering or working closely with enterprise learning platforms, digital products or SaaS applications is desirable but not essential

Skills

Problem-solving
Service improvement
Product operations
Analytical skills
Process management
Process analysis
Continuous improvement
Stakeholder management
Agile environments

Location

London
Gloucester

Work Type

Hybrid
Flexible

Experience Level

Entry level
Mid level

Salary/Compensations

£32,000 to £55,000 per annum

Benefits

Market-leading pension scheme
Customisable benefits
Electric vehicle leasing
Discounted gym membership
Life assurance
Tech vouchers
Experience days

About the Company

EDF's Customers business is helping to shape a smarter, energy-saving future across smart meters, heating and electric vehicles.
Proud to be a Sunday Times Best Places to Work Top 10 Very Big Organisation for two years running.
Proud to be a Highly Commended workplace for disabled employees.
Success is Personal – it’s your journey, powered by us.
Committed to building a workforce that reflects gender balance, social mobility, and inclusion of minority ethnic backgrounds, LGBTQ+ communities, and those with disabilities.
A Disability Confident employer.

Equal Opportunity

Everyone is welcome at EDF; we’re committed to building a workforce that reflects gender balance, social mobility, and inclusion of minority ethnic backgrounds, LGBTQ+ communities, and those with disabilities.
As a Disability Confident employer, we're committed to creating an accessible recruitment process and encourage candidates to tell us about any support they may need. Should you disclose a disability and meet the minimum criteria for the role, you’ll be progressed to the first stage of the selection process.