EDF Energy Limited Employee Reviews for Customer Service Representative

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

Pros

Company perks

Cons

You have to be in the clique

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Great.

Customer Service Advisor (Former Employee) - Exeter - 22 September 2023

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

Customer Service Advisor (Full-time) (Former Employee) - Sunderland, Tyne and Wear - 16 September 2023

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

Customer Service Advisor (Former Employee) - Hove, East Sussex - 24 July 2023

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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Decent

Csa (Former Employee) - Doxford - 9 May 2023

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

Customer Service Advisor (Former Employee) - Sunderland, Tyne and Wear - 23 April 2023

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.

Pros

Non

Cons

Everything, 1hour to solve a million complaints

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Great experience for 1st my job

Customer Service Advisor (Former Employee) - Hove, East Sussex - 19 April 2023

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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ok

CSA - Customer Service Assistant (Former Employee) - United Kingdom - 6 April 2023

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

Customer Service Advisor (Former Employee) - Doxford Park - 5 April 2023

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

Customer Service Advisor (Full-time) (Former Employee) - Doxford Park Sunderland - 31 March 2023

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.

Pros

Free hot water

Cons

Long hours

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Jobs at EDF Energy Limited

Customer Service Representative positions

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Customer Service Advisor

Exeter

2 days ago

Fast Paced

Customer Service Advisor (Former Employee) - Sunderland, Tyne and Wear - 24 March 2023

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

Customer Service Advisor (Former Employee) - Doxford - 18 March 2023

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

Customer Service Advisor (Former Employee) - Sunderland - 7 March 2023

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.

Pros

Staff form cliques

Cons

Pay

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Good pay low morale

Customer Service Advisor (Former Employee) - Hove, East Sussex - 16 February 2023

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

Customer Service Advisor (Former Employee) - Doxford - 11 February 2023

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

Pros

bonus, benefits

Cons

stress and poor pay

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Fun at first

Customer Service Advisor (Current Employee) - Sunderland - 31 January 2023

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.

Pros

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

Cons

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

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Nasty and stressful

CSA (Former Employee) - Sunderland, Tyne and Wear - 22 September 2022

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

Customer Service Advisor (Former Employee) - Sunderland, Tyne and Wear - 20 September 2022

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

Customer Service Advisor (Former Employee) - Plymouth, Devon - 5 July 2022

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.

Pros

Great hourly rate

Cons

None

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Dynamic and ever changing job

Customer Services Advisor (Current Employee) - Sunderland - 24 June 2022

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Awful place to work

Customer Service Advisor (Former Employee) - Exeter - 25 May 2022

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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