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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 sustainable energy solutions.
- Benefits: Enjoy flexible remote work, generous holiday, and career development opportunities.
- Why this job: Make a real impact on climate change while shaping world-class customer experiences.
- Qualifications: Experience in people management and customer experience principles is essential.
- Other info: Collaborative environment focused on innovation and continuous improvement.
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. 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.
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 +
Customer Experience Manager in London 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 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 customer experience initiatives. Be ready to discuss how your skills align with their goals and how you can contribute to their mission of promoting energy efficiency.
✨Tip Number 3
Showcase your expertise! Bring examples of your past work that demonstrate your ability to drive customer satisfaction and operational efficiency. Use data to back up your claims and show how you've made a measurable impact.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. 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 Manager in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that align with the Customer Experience Manager role. Highlight your people management experience and any relevant customer experience principles you've applied in past roles.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about customer experience and how you can contribute to our mission at Energy Saving Trust. Be specific about your achievements and how they relate to the job.
Showcase Your Data Skills: Since data analysis is key for this role, make sure to include examples of how you've used data to drive improvements in customer satisfaction or operational efficiency. We love seeing how you’ve turned insights into action!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the details you need about the role and our values there!
How to prepare for a job interview at Tyde Investors, LLC
✨Know Your CX Framework
Familiarise yourself with the customer experience (CX) framework that Energy Saving Trust uses. Be ready to discuss how you would implement and improve this framework, drawing on your past experiences. Show them you understand the importance of a customer-first culture!
✨Data is Your Best Friend
Prepare to talk about how you've used data analysis in previous roles to drive improvements in customer satisfaction. Bring examples of reports you've created or insights you've derived from data, as this will demonstrate your ability to inform decisions and shape service design.
✨Showcase Your Leadership Skills
Think of specific instances where you've successfully led a team or project. Highlight how you coached and developed your team members to achieve high performance. Energy Saving Trust values strong leadership, so be ready to share your approach to fostering a customer-first culture.
✨Collaboration is Key
Be prepared to discuss how you've collaborated with various stakeholders in the past. Share examples of how you influenced service design or strategic decisions through effective communication. This will show that you can work well within their collaborative environment.
