EDF Energy Limited
Work wellbeing score is 67 out of 100
3.9 out of 5 stars.
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EDF Energy Limited Employee Reviews for Customer Service Representative

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Job Title
Customer Service Representative165 reviews
United Kingdom165 reviews

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3.9Work-life balance

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Productive but theres a toxic atmosphere

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The company as a whole look after the staff. The environment can be quite toxic and it has a few cliques here and there among the more younger membere of staff


Company perks


You have to be in the clique
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Great place to work for. Hardest part of the job was the emotional calls with customers. However management are there for their teams and happy to talk things out.
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Insights into EDF Energy Limited

Based on 83 survey responses
What people like
  • Time and location flexibility
  • Supportive environment
  • Inclusive work environment
Areas for improvement
  • Energising work tasks
  • Overall satisfaction

Typical Call Centre environment

Difficult job in difficult conditions with regards to the energy crisis, staff turnover contributes to poor customer service as complaints and issues are not followed up correctly
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Training was the best part

Initial training was good however when actually starting the job it became clear it wasn’t enough and the job is unrealistic to achieve anything. Very KPI oriented
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Not a bad place to work. good staff and professionally run. Varied roles including call handling and back office work, though the workforce is shrinking.
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Horrendous avoid avoid avoid

Terrible horrible place to work. Cannot retain staff. The mangers are horrendous. Lazy barstewards who avoid work at all costs. The giving you an hour a day to deal with all the complaints is ridiculous. As is blaming you if customer takes it to ombudsman.




Everything, 1hour to solve a million complaints
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Great experience for 1st my job

Great experience for my 1st job and developed a passion for Customer Service working here. There was the opportunity for career progression and support when needed.
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bad. environment is crowded, nobody got their own desk. if no space, teams were separated through out the floor as overcrowded and csa expected to handle everything and no escalations
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An experience

Enjoyed my time working there initially, but it is a very clique make up re management and teams depending on the team leader- your face has to fit, and be prepared for micromanagement.Apart from that a great work life balance, and all in all if looking for a job and not a career you could do a lot worse.
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Stressful environment

Where can I begin. Call centres are not for everyone.36 minutes for lunch is like rushing around and hurrying with your food.The people are very friendly and outgoing.There's always a restructuring every autumn where some teams are moving around the buildings, given a new management.


Free hot water


Long hours
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Jobs at EDF Energy Limited

Customer Service Representative positions
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Fast Paced

Con’s: Targets were unrealistic It’s call after call and you are only aloud 5 minutes wrap up time inbetween calls which is not enough time as calls can vary between 15 mins to 1 hour talking time with customers and most processes do take more than 5 mins to complete You are expected to deal with majority of calls even if it’s not your department and even if your not sure of what your talking about.Management treat you like your a kid, they email you are approach you asking why your over 5 mins wrap up or why is your break long. You are worked to the bone and it’s soo stressful. Pro’s: Flexi Shifts / Good Pay / Don’t work after 6pm Free hot water so can make tea/coffee
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People nice

Very little training and massive expectations. You’re put on the phones after a few weeks and expected to deal with extremely difficult and complex situations
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Cliquey place to work

Pay isn’t bad and the work isn’t difficult. If you don’t fit into one of the cliques you may find it difficult. Bullying form staff often dismissed by managers. Some managers only want to do the bare minimum and try their hardest not to take any escalated calls.


Staff form cliques


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Good pay low morale

13 years working for Edf while the pay and benefits was good there was always something being picked up by managers which became stressful very little training on using the software and no support if you needed additional help for training
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Depends where you end up

Worked in few departments, best is major business, then business if you end up in residental general customer service, nothing else matter but how many calls you answer


bonus, benefits


stress and poor pay
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Fun at first

Training is 4 weeks in a classroom looking at slides, then thrown in at the deep end from week 5, answering calls and having to problem solve when you have no idea how the industry works. Dependent on your manager is whether or not you’ll like your role and want to stick around, there’s some truly lovely ones, and then there are some with all the empathetic capabilities of a boiled potato. There’s a lot of pressure, clients crying and shouting down the phone. A system that requires constant hard work with no easy days, ever. If you’re a smoker like me - then forget about being able to have a smoke break, once you’ve signed in for your shift you’re not allowed to leave the building unless for lunch or end of work day.


Trainers & some managers - brilliant. Working from home once passed probation.


Lousy pay, 36min lunch break, really easy to lose your job.
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Nasty and stressful

Nasty, nasty. Admit they used us as an "experiment" for the new system. Which doesn't work. Can't even access most of the things you need to. Ask 5 different people the same question, get 5 different answers. Have to log EVERY complaint and not given more than an hour a day to work on them. Phone call targets. Off shore call centres disgraceful and cause most of the complaints. Same with outsourcing to Kura and Parseque. They say anything to get customers off the phone, or hang up on them. Metering department off shore, will do anything to avoid work. Managers won't help with anything but blame you when customers go to ombudsman. Stressful and awful
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Productive Workplace

Business keeps evolving and changing their work style in order to achieve their business goals so it's a challenging job, staff is good people are always there to support you in any kind of situation professional or personal.
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Interesting and fun place to work

Really enjoyed my time at EDF. I didn’t want to leave but with the office closure, I had no choice. I enjoyed every day, they are such a supportive company, really take care of their employees.


Great hourly rate


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Dynamic and ever changing job

Business keeps evolving and changing their work style in order to achieve their business goals so it's a challenging job, staff is good people are always there to support you in any kind of situation professional or personal.
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Awful place to work

Wanting more and more work to be done. With little pay, no support from management and felt pushed out. Had mental health problems and although had counselling they just expect that to work magic and make it disappear.
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Customer Service Representative at EDF

Estimated salary
£23,014 per year

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Overall rating

Based on 2,098 reviews

Ratings by category

3.9 out of 5 stars for Work/Life Balance
3.9 out of 5 stars for Salary/Benefits
3.5 out of 5 stars for Job security/advancement
3.4 out of 5 stars for Management
3.7 out of 5 stars for Culture

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