At a Glance
- Tasks: Enhance customer experiences and drive service excellence in a supportive team.
- Company: Join Energy Saving Trust, a leader in promoting sustainable energy solutions.
- Benefits: Enjoy flexible working, generous holiday, and professional development opportunities.
- Other info: Be part of a diverse team committed to continuous improvement and innovation.
- Why this job: Make a real impact on climate change while developing your skills.
- Qualifications: Experience in customer service or coaching, with strong communication skills.
The predicted salary is between 30000 - 40000 £ per year.
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.
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’ll support you with generous holiday, true flexibility in how and where you work, strong pension & life assurance, enhanced family leave, green travel perks, professional development support, and a 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.
Customer Experience Officer Operations - Operational Delivery - Services Delivery · Edinburgh employer: Energy Saving Trust Limited
At Energy Saving Trust, we pride ourselves on being a purpose-driven organisation that not only offers meaningful careers but also fosters a supportive and collaborative work culture. Our commitment to employee growth is evident through our extensive professional development support, generous holiday allowances, and true flexibility in work arrangements, allowing you to thrive in your role as a Customer Experience Officer in Edinburgh while making a tangible impact on the climate emergency.
Contact Details:
Energy Saving Trust Limited Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Officer Operations - Operational Delivery - Services Delivery · Edinburgh
✨Tip Number 1
Get to know the company! Research Energy Saving Trust and their mission. Understanding their values and goals will help you tailor your approach during interviews and show that you're genuinely interested in making a difference.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info about the role and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for those tricky interview questions! Think about how your experience aligns with the responsibilities of the Customer Experience Officer role. Use the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your skills.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a thank-you email expressing your appreciation for the opportunity. It’s a great way to reinforce your interest in the position and keep you top of mind for the hiring team.
We think you need these skills to ace Customer Experience Officer Operations - Operational Delivery - Services Delivery · Edinburgh
Some tips for your application 🫡
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Make sure to highlight your passion for customer experience and how your skills align with the role. We want to see your personality, so don’t be afraid to let it show!
Tailor Your CV:When applying, tailor your CV to reflect the key skills mentioned in the job description. Focus on your experience in customer service and any coaching or training roles you've had. This helps us see how you fit into our team!
Showcase Your Achievements:Don’t just list your responsibilities; showcase your achievements! Use specific examples of how you’ve improved customer journeys or driven service excellence in previous roles. Numbers and results speak volumes!
Apply Through Our Website:We encourage you to apply through our website for a smooth application process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from our team!
How to prepare for a job interview at Energy Saving Trust Limited
✨Know Your Stuff
Before the interview, dive deep into Energy Saving Trust's mission and values. Understand their approach to customer experience and how they aim to address the climate emergency. This knowledge will help you connect your skills and experiences to their goals during the conversation.
✨Showcase Your Coaching Skills
Since the role involves coaching and training, prepare examples of how you've successfully developed others in previous roles. Think about specific situations where your guidance led to improved performance or customer satisfaction, and be ready to share these stories.
✨Be Data-Driven
The job requires analysing quality and customer satisfaction data. Brush up on your analytical skills and be prepared to discuss how you've used data to identify trends or improve processes in past positions. This will demonstrate your ability to contribute to continuous improvement initiatives.
✨Emphasise Collaboration
Energy Saving Trust values a collaborative approach. Be ready to talk about times when you've worked effectively with teams or cross-functional groups. Highlight your ability to communicate clearly and build relationships, as this will resonate well with their team-oriented culture.
