Customer Experience Coach & Quality Lead

The role at Energy Saving Trust involves addressing the climate emergency by helping people and organisations reduce carbon emissions and make sustainable energy choices. We’re looking for a passionate and proactive Customer Experience Officer to join our Services Delivery team. This is an exciting opportunity for someone who thrives on improving customer journeys, coaching others, analysing performance and driving service excellence.

In this role, you’ll play a key part in ensuring customers across Scotland receive a consistent, high-quality experience. You’ll work closely with advisors and managers to improve service standards through coaching, training, quality monitoring and continuous improvement initiatives.

The team is supportive and collaborative, passionate about delivering outstanding customer experiences and helping households across Scotland access trusted energy advice and support. The team works at the heart of Energy Saving Trust’s mission, supporting customers through meaningful conversations that help people reduce energy costs, improve energy efficiency and make more sustainable choices.

You’ll work closely with advisors, team leaders and managers across the organisation, playing an important role in developing skills, improving quality standards and embedding a culture of customer excellence. This is a fantastic opportunity to join a purpose-driven organisation where your work will have a direct impact on both customer outcomes and the UK’s transition to net zero.

What you’ll do:

• Deliver engaging customer experience training and coaching sessions
• Monitor customer calls and emails to identify strengths and improvement opportunities
• Analyse quality and customer satisfaction data to identify trends and insights
• Support managers and advisors with structured feedback and performance improvement plans
• Help improve processes, guidance materials and customer communications
• Support the handling and resolution of complex customer complaints
• Champion best practice in customer service across the organisation
• Produce performance reports and recommendations to support service improvements

What you’ll bring:

• Experience in customer service, customer experience, quality assurance or coaching
• Strong written and verbal communication skills
• Confidence delivering training, coaching or presentations
• Excellent organisational and analytical skills
• Ability to manage competing priorities and meet deadlines
• A collaborative approach and commitment to continuous improvement
• Self-motivated with the ability to work independently

Energy Saving Trust is a leading and trusted organisation, dedicated to promoting energy efficiency, low carbon transport and sustainable energy use. We aim to address the climate emergency and deliver the wider benefits of clean energy as we transition to net zero.

At Energy Saving Trust, flexibility isn’t just a policy, it’s how we work. Most of our roles can be done remotely, and many of our people choose to work from home full-time. We have welcoming spaces in London, Edinburgh, Belfast, Cardiff and Hadleigh for those who want to connect in person.

We’ll support you with:

• Generous holiday (25 days + bank holidays + extra Christmas leave)
• True flexibility in how and where you work
• Strong pension & life assurance
• Enhanced family leave
• Green travel perks (EV scheme, cycle to work)
• Professional development support
• Yearly wellbeing allowance

Energy Saving Trust is committed to creating a diverse, inclusive and equitable workplace where everyone can be themselves, with support to be their best. We strongly encourage applicants from a wide range of backgrounds and with different identities and experiences to apply for roles with Energy Saving Trust.

To avoid disappointment, you are advised to submit your application as soon as possible as we reserve the right to close the vacancy early if a high volume of applications are received.