Manager- Customer Experience and Quality in London

Energy Saving Trust is an independent organisation, working to address the climate emergency. A respected and trusted voice on energy efficiency and clean energy solutions, we continue to work towards a smart, decarbonised, decentralised energy system.

This role is fixed term until 1 February 2027.

As Manager, Customer Experience and Quality, you will lead and manage all aspects of Energy Saving Trust’s customer experience (CX) framework and consultancy support programme. Your work will ensure world class service delivery across multiple internal and subcontracted advice teams and customer channels, championing a customer first culture and driving continuous improvement.

You’ll oversee the implementation and maintenance of our CX framework, ensuring new and live programmes meet requirements for training, quality monitoring and customer feedback analysis. You’ll manage a robust consultancy programme - delivered by yourself and your team - supporting cross team colleagues to achieve CX based targets, embed a customer first culture, and deliver actionable recommendations for improvement.

You’ll provide clear leadership for your direct reports, oversee daily operations, and prioritise multiple CX related projects, demonstrating strong decision making and initiative. You’ll also ensure effective use and development of CX systems, resources and tools, and manage the collation and analysis of data to inform decisions, shape service design and embed improvements.

Success in this role means delivering measurable improvements in quality, customer satisfaction and operational efficiency, while supporting Energy Saving Trust’s strategic aims and competitive advantage. You’ll act as a CX advocate across the business, influencing service design and strategic decisions, and helping to embed a customer focused culture.

By leading projects that foster innovation and efficiency - including digital and automation, you’ll contribute directly to our mission to address the climate emergency, supporting people and communities to take confident steps towards a more sustainable future.

Our Customer Experience 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. 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 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:

• Oversee the implementation and ongoing improvement of Energy Saving Trust’s customer experience framework, ensuring all programmes meet training, quality monitoring and feedback requirements.
• Lead a consultancy programme, providing expert advice and actionable recommendations to internal and subcontracted teams. Support them to achieve customer experience targets and help new programmes shape and design successful customer journeys.
• Manage, coach and develop a small team, fostering a customer first culture and ensuring high performance, engagement and accountability.
• Use data and insight from multiple sources to present reports, inform decisions, shape service design and drive measurable improvements in customer satisfaction and operational efficiency.
• Deliver or coordinate customer experience projects that drive innovation, improve processes and embed efficiencies, including digital automation, in collaboration with colleagues across the organisation.
• Act as a customer experience advocate across the organisation, collaborating with stakeholders to embed best practice, support strategic aims and maintain our competitive advantage.

What you will bring:

• Proven experience in people management, with the ability to lead, coach and develop both direct and indirect reports to achieve high performance and engagement.
• Strong operational management skills, ensuring compliance, efficiency and delivery of high-quality outcomes across multiple programmes.
• Expertise in customer experience principles and best practice, with a track record of embedding a customer first culture and driving measurable improvements.
• Excellent data analysis and insight skills, able to interpret and present information from multiple sources to inform decisions and improve service design.
• Confident communication and influencing abilities, with experience providing consultancy advice and collaborating effectively with stakeholders at all levels.

Please submit an anonymised CV and cover letter, removing your name, address, email address, and any other identifying details.

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?

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.

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. This is to ensure that we can manage application levels whilst maintaining a positive candidate experience. Unfortunately, once a vacancy has closed, we are unable to consider further applications.

Please note, that we are unable to provide visa sponsorship for this post. To apply for this post, you must be able to demonstrate your eligibility to work in the UK.