Customer Experience Officer

Energy Saving Trust

  • Part Time

To apply for this job please visit energysavingtrust.org.uk.

Closing Date: 2 August 2021
Issue Date:
22 July 2021
Position Ref No: CL 756

Location: Scotland (Edinburgh or home based)

Salary: Around £23,000 per annum, pro rata (depending on experience)
Contract type: Permanent, part time (19 hours a week)

We have an exciting opportunity for you to join Energy Saving Trust’s Customer Experience team.

You will support the team by collaboratively maintaining and improving the quality of advice and service given to customers of Home Energy Scotland and Energy Saving Trust advice teams, ensuring we continue to deliver a world class service for all our customers.

You will accurately monitor calls and digital communications to identify opportunities for improvement and support advice teams to meet or exceed contracted standards of service by coaching evaluators and advisors, delivering feedback and providing useful guidance. You will produce reports and trackers and assist in the co-ordination of any training and project work, as well as the handling of customer feedback and escalated complaints, whilst addressing any training needs and trends.

You will have a passion for customer service excellence and possess strong relationship building skills and exceptional communication/feedback skills. Your excellent organisational and analytical qualities, attention to detail and dedication to succeed will underpin your success in this role.

This is a permanent, part time position (19 hours a week) based in Scotland from either our Edinburgh office when current restrictions allow and/or home based with occasional travel to Edinburgh.

Applications close 12pm, Monday 2 August. Interviews expected to take place on 11/12 August 2021.

To be considered, please forward your curriculum vitae and tailored cover letter that clearly outlines your suitability for the post (based on the job description) to recruitment@est.org.uk, citing the position reference number you are applying for in the subject line.

Only people with the right to work in the UK may apply for this position.

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