Customer Experience Coach & Quality Lead in Edinburgh

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.

As Customer Experience Officer, you’ll help embed a culture of continuous improvement and customer excellence across the team. Your responsibilities will include:

• Delivering engaging customer experience training and coaching sessions
• Monitoring customer calls and emails to identify strengths and improvement opportunities
• Analysing quality and customer satisfaction data to identify trends and insights
• Supporting managers and advisors with structured feedback and performance improvement plans
• Helping improve processes, guidance materials and customer communications
• Supporting the handling and resolution of complex customer complaints
• Championing best practice in customer service across the organisation
• Producing 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

For more information, please see the job description. Please submit an anonymised CV and cover letter, removing your name, address, email address, and any other identifying details. Applications submitted without a cover letter may be rejected.

As part of our recruitment process, we conduct background checks on all candidates who receive a conditional offer of employment. The nature of the scheme that we are contracted to work on with Scottish Government means that we are required to comply with UK Government standards when carrying out pre‑employment checks for new starters. This check is known as the Baseline Personnel Security Standard (BPSS).

BPSS checks include:

• Verification of identity
• Verification of right to work in the UK
• Verification of your previous 3 years of employment history, including periods spent overseas
• A basic criminal record check (DBS), and where relevant, criminal record information from countries where you have lived for significant periods

Information obtained will only be used for the purposes of assessing your suitability for the role. Please note that if successful, any offer of employment made will be conditional pending the successful completion of the BPSS checks. To meet BPSS requirements, candidates must hold valid UK Right to Work documentation. If you have lived or worked overseas, these periods can be verified as long as the relevant evidence can be provided.

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 we don’t just offer jobs – we offer careers. For our people, being part of the effort to address the climate emergency makes working for us truly meaningful and rewarding.

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. Prefer an office environment? We have welcoming spaces in London, Edinburgh, Belfast, Cardiff and Hadleigh for those who want to connect in person.