At a Glance
- Tasks: Enhance customer journeys and drive service excellence through coaching and analysis.
- Company: Join Energy Saving Trust, a leader in promoting sustainable energy solutions.
- Benefits: Enjoy flexible working, generous holiday, and professional development support.
- Other info: Be part of a diverse team committed to continuous improvement and innovation.
- Why this job: Make a real impact on customer experiences while tackling the climate emergency.
- Qualifications: Experience in customer service or coaching with strong communication skills.
£27,227 per annum (depending on experience) Edinburgh - Flexible within Scotland. Home-based, blended or fully office based (from our office in Edinburgh).
The role
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. At Energy Saving Trust, we’re working to address the climate emergency by helping people and organisations reduce carbon emissions and make sustainable energy choices. 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. If you enjoy developing people, spotting opportunities to improve processes and creating positive customer outcomes, we’d love to hear from you.
The team
You’ll be joining a supportive and collaborative Services Delivery team that’s 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. We’re a people-focused team that values continuous learning, knowledge sharing and innovation. Everyone is encouraged to contribute ideas, identify improvements and help shape how we deliver our services. 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
- 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
Who we are
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.
Work where you thrive
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.
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
These are just some of the benefits we offer. Want to know more about how we make flexibility real? Check out our Benefits and Culture page.
Reasonable adjustments: We want to ensure that our recruitment process is inclusive of and accessible for everyone. If you think you may need additional support or reasonable adjustments made to any part of the recruitment process, please get in touch. We will do our very best to support you.
Diversity and inclusion
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. We are a Disability Confident Committed employer and we ringfence a minimum number of interview slots for candidates who apply via the Disability Confident scheme and meet the criteria for a role.
Customer Experience Officer in Edinburgh employer: Energy Saving Trust
Energy Saving Trust is an exceptional employer that prioritises flexibility and employee well-being, offering generous holiday allowances, a strong pension scheme, and professional development support. Our collaborative work culture fosters continuous learning and innovation, empowering employees to make a meaningful impact in addressing the climate emergency while enjoying the benefits of remote or office-based work in Edinburgh. Join us to be part of a purpose-driven team dedicated to delivering outstanding customer experiences and contributing to a sustainable future.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Officer in Edinburgh
✨Tip Number 1
Get to know the company inside out! Research Energy Saving Trust's mission and values, especially their focus on sustainability. This will help you connect your passion for customer experience with their goals during interviews.
✨Tip Number 2
Practice your coaching and training skills! Since the role involves delivering engaging sessions, think of examples from your past experiences where you've successfully trained or improved others. Be ready to share these stories!
✨Tip Number 3
Show off your analytical side! Brush up on how to analyse customer satisfaction data and identify trends. Being able to discuss how you've used data to drive improvements in previous roles will set you apart.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining our team at Energy Saving Trust.
We think you need these skills to ace Customer Experience Officer in Edinburgh
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your application to highlight how your experience aligns with the role of Customer Experience Officer. Use keywords from the job description to show that you understand what we're looking for.
Show Your Passion:We want to see your enthusiasm for improving customer journeys and driving service excellence. Share specific examples of how you've made a positive impact in previous roles to demonstrate your commitment to customer experience.
Be Clear and Concise:When writing your application, keep it straightforward and to the point. Use clear language and structure your thoughts logically so we can easily see your qualifications and fit for the role.
Apply Through Our Website:Don't forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity at Energy Saving Trust.
How to prepare for a job interview at Energy Saving Trust
✨Know Your Customer Experience Stuff
Make sure you brush up on customer experience principles and best practices. Be ready to discuss how you've improved customer journeys in the past, as this role is all about enhancing service quality.
✨Show Off Your Coaching Skills
Since you'll be delivering training and coaching sessions, think of examples where you've successfully coached others. Prepare to share your approach to developing skills and improving performance.
✨Analyse Like a Pro
Get familiar with analysing customer satisfaction data and trends. Be prepared to discuss how you've used data to identify areas for improvement and how that led to better customer outcomes.
✨Emphasise Collaboration
This role involves working closely with various teams, so highlight your collaborative experiences. Share examples of how you've worked with others to drive service excellence and foster a culture of continuous improvement.
