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- Tasks: Shape customer experiences and drive positive change across exciting projects.
- Company: Join Energy Saving Trust, a leader in promoting sustainability and energy efficiency.
- Benefits: Flexible remote work, generous holiday, and opportunities for professional growth.
- Why this job: Make a real impact on climate change while enhancing customer experiences.
- Qualifications: Passion for customer service, project coordination skills, and strong communication abilities.
- Other info: Collaborative environment with a focus on continuous improvement and innovation.
The predicted salary is between 30000 - 42000 £ per year.
This is a fixed term role until 1 February 2027.
We are looking for a customer focused and energetic Customer Experience Coordinator to join our Customer Experience team on a fixed term contract. This is an exciting opportunity to play a consultancy style role in shaping how new programmes are mobilised and how customer experience excellence is embedded from day one and throughout the life of established programmes.
In this role, you will help bring the Energy Saving Trust world class framework to life across new and existing programmes. You will work closely with colleagues across programme, operations and customer experience teams to ensure that our principles, standards and tools are clearly understood and consistently applied. You will use practical CX methods such as journey mapping, test scenarios and insight analysis to help design and deliver experiences that support high quality customer outcomes.
You will also play a key part in a variety of customer experience projects. These may include exploring digital and operational efficiency opportunities, strengthening the use of customer voice data, supporting business growth and contributing to continuous improvement across the organisation. Your curiosity, creativity and solutions focused mindset will help identify new opportunities to enhance how we work and how we achieve our world class objective.
Success in this role means becoming a trusted partner during programme mobilisation, shaping improvements that make a meaningful difference for customers and colleagues, and driving positive change across multiple projects. Your work will directly support our mission to address the climate emergency by helping programmes operate more effectively, engage more people and deliver customer experiences that build confidence and long term impact.
If you thrive in a collaborative, fast paced environment and enjoy improving systems, experiences and outcomes for people and communities, we would love to hear from you.
The Customer Experience (CX) and Quality team sits within the Operations centre of excellence and works like consultants across Energy Saving Trust to help design, measure and continually improve service quality and customer outcomes. We collaborate with multiple programme teams to make great service repeatable, providing frameworks, tools and coaching that help colleagues deliver a consistent, world class experience.
We champion the voice of the customer by combining quality monitoring insight, satisfaction feedback and programme information to highlight trends and agree improvements or design needs. We also lead on Net Promoter Score (NPS) practice and reporting, ensuring measures and actions are robust and useful for both B2C and B2B contexts. By doing this, we also help Energy Saving Trust maintain and strengthen its strategic positioning and growth through exceptional service delivery and operational excellence.
Collaboration is at the heart of how we work. We value curiosity, support and practical problem‑solving, focusing on consultancy, coaching and evidence to drive continuous improvement. Joining us means making a meaningful impact on the journey to net zero, working with clear standards and enjoying learning opportunities through our accredited membership body.
What You Will Do
- Integrate the Energy Saving Trust world class framework across new and established programmes, working closely with programme, operational and CX colleagues to embed CX principles, tools, training and quality measures from the outset.
- Provide expert customer experience guidance during programme mobilisation, using practical methods such as journey mapping, test scenarios and insight analysis to support the design and delivery of high-quality customer outcomes.
- Lead or contribute to a range of customer experience projects, from early stage ideation and scoping through to implementation and continuous improvement, ensuring opportunities for innovation, efficiency and enhanced customer value are identified and acted on.
- Strengthen how the organisation gathers, interprets and applies customer voice and data insights by exploring automation, improved reporting and more efficient analysis approaches.
- Drive continuous improvement by applying industry best practice, supporting stakeholder engagement and championing a customer first culture across teams and programmes.
What You Will Bring
- A strong customer focus with a genuine passion for delivering excellent customer experiences and improving outcomes for people and colleagues.
- Experience supporting and coordinating multiple projects, with confidence in managing your time, staying organised and working effectively with a wide range of stakeholders.
- Strong communication and facilitation skills, with the ability to lead or contribute to discussions, build positive relationships and support colleagues in both virtual and in person settings.
- A collaborative, curious and solutions focused approach, combined with the ability to learn quickly, think creatively and bring fresh ideas to customer experience challenges.
- Confident use of Microsoft 365 tools and the ability to work independently with attention to detail in a fast-paced environment.
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. Please note, applications submitted without a cover letter may be rejected.
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 +
Customer Experience Coordinator - Projects in London employer: Energy Saving Trust
Contact Detail:
Energy Saving Trust Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Coordinator - Projects in London
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its values. Understand their mission, especially around customer experience and sustainability, so you can show how you align with their goals.
✨Tip Number 3
Practice your pitch! Be ready to explain how your skills and experiences make you the perfect fit for the Customer Experience Coordinator role. Keep it concise and focus on what you can bring to the team.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re genuinely interested in joining our mission to tackle the climate emergency.
We think you need these skills to ace Customer Experience Coordinator - Projects in London
Some tips for your application 🫡
Tailor Your CV and Cover Letter: Make sure to customise your CV and cover letter for the Customer Experience Coordinator role. Highlight your relevant experience and skills that align with the job description, especially your customer focus and project coordination abilities.
Showcase Your Passion for Customer Experience: In your application, let us see your genuine enthusiasm for delivering excellent customer experiences. Share examples of how you've improved outcomes for customers in previous roles or projects, as this will resonate well with our mission.
Be Clear and Concise: When writing your application, keep it clear and to the point. Use straightforward language and avoid jargon. This will help us quickly understand your qualifications and how you can contribute to our team.
Apply Through Our Website: We encourage you to submit your application through our website. It’s the best way to ensure your application is received and considered. Plus, it shows you’re keen on joining our team at Energy Saving Trust!
How to prepare for a job interview at Energy Saving Trust
✨Know the Customer Experience Framework
Familiarise yourself with the Energy Saving Trust's world-class customer experience framework. Understand how it applies to both new and existing programmes, and be ready to discuss how you can integrate these principles into your work.
✨Showcase Your Project Management Skills
Prepare examples of how you've successfully coordinated multiple projects in the past. Highlight your organisational skills and ability to manage time effectively while working with various stakeholders.
✨Demonstrate Your Curiosity and Creativity
Be ready to share instances where your curiosity led to innovative solutions or improvements in customer experience. Think about how you can bring fresh ideas to the table and enhance customer outcomes.
✨Communicate Effectively
Practice your communication and facilitation skills before the interview. Be prepared to discuss how you build positive relationships and support colleagues, whether in virtual settings or face-to-face.