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- Tasks: Lead and enhance customer experience initiatives to drive satisfaction and operational efficiency.
- Company: Join Energy Saving Trust, a leader in promoting sustainability and energy efficiency.
- Benefits: Enjoy flexible working, generous holiday, and professional development support.
- Why this job: Make a real impact on climate change while developing your career in a supportive environment.
- Qualifications: Experience in people management and customer experience principles is essential.
- Other info: Collaborative culture with opportunities for growth and innovation.
The predicted salary is between 36000 - 60000 ÂŁ per year.
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 you 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.
The team 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. 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.
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.
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.
Well 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
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.
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 ring‑fence 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 is 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.
Job details
- Fixed term until 1 February 2027
- Flexible within the UK. Home‑based, blended or fully office based (from our offices in Belfast, Cardiff, Edinburgh or London).
- Closing date 01 February 2026
- Ref CL 1447
Customer Experience Manager employer: Tyde Investors, LLC
Contact Detail:
Tyde Investors, LLC Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Manager
✨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 culture. Understand their customer experience values and think about how your skills align with their mission. This will help you stand out as a candidate who truly gets what they’re about.
✨Tip Number 3
Practice your interview skills with a friend or mentor. Get comfortable talking about your experiences and how they relate to the role of Customer Experience Manager. The more you practice, the more confident you'll feel when it’s showtime!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who are genuinely interested in joining our mission to tackle the climate emergency.
We think you need these skills to ace Customer Experience Manager
Some tips for your application 🫡
Tailor Your CV and Cover Letter: Make sure to customise your CV and cover letter for the Customer Experience Manager role. Highlight your relevant experience in customer service, management, and data analysis, showing how you can contribute to our mission at Energy Saving Trust.
Showcase Your Leadership Skills: We want to see your people management skills shine! Share examples of how you've led teams, fostered a customer-first culture, and driven improvements in previous roles. This will help us understand your approach to coaching and developing others.
Demonstrate Your Data Savvy: Since data analysis is key for this role, include specific instances where you've used data to inform decisions or improve service design. We love seeing how you can turn insights into actionable recommendations!
Apply Through Our Website: Don't forget to submit your application through our website! It’s the best way to ensure we receive your details correctly and gives you a chance to explore more about us and our values.
How to prepare for a job interview at Tyde Investors, LLC
✨Know Your CX Framework
Before the interview, make sure you understand the customer experience (CX) framework that Energy Saving Trust uses. Familiarise yourself with their approach to quality monitoring and customer feedback analysis. This will help you speak confidently about how you can contribute to their goals.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully managed and developed teams in the past. Highlight your ability to foster a customer-first culture and drive high performance. Be ready to discuss specific strategies you've used to coach team members and achieve customer experience targets.
✨Data-Driven Decision Making
Brush up on your data analysis skills! Be prepared to discuss how you've used data to inform decisions and improve service design in previous roles. Bring examples of reports or insights you've generated that led to measurable improvements in customer satisfaction.
✨Collaboration is Key
Energy Saving Trust values collaboration, so think of instances where you've worked effectively with stakeholders across different teams. Be ready to share how you’ve influenced service design and strategic decisions through teamwork, showcasing your communication and consultancy skills.
