Customer Experience Coordinator- Projects

Energy Saving Trust; City of Edinburgh; Remote; GBP 26,000 - 38,000; Full time

Job description

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• Remote: Flexible within the UK. Home-based, blended or fully office based (from our offices in Belfast, Cardiff, Edinburgh or London). Possible travel to other offices or events, located across the UK.
• Closing 6th May 2025
• Advertised from 23rd April 2025
• CL 1349

Role

We are looking for a Customer Experience Coordinator to join our team and contribute to the mobilisation of new energy advice programmes by setting up, integrating and advising on the Energy Saving Trust world class framework requirements in collaboration with peers.

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.

Here are some of the benefits we offer:

• 25 days of annual leave plus bank holidays, with additional leave earned through length of service
• Three extra days off over the Christmas period as a gesture of goodwill
• A competitive pension scheme with generous employer contributions
• Flexibility in our ways of working – work from home, in the office, or a mix of both, depending on your role
• Two paid volunteering days per year – a chance to give back to the causes that matter most to you

The team

An exciting opportunity to become part of Energy Saving Trust’s customer experience team. With the customer at the heart of everything we do, we are dedicated to understanding and continuously improving all things customer experience. Collaborating with project experts and teams, we consult and support on any potential customer touchpoint improvements helping advice teams to succeed in achieving Energy Saving Trust world class delivery objectives.

We collaborate closely with our internal advice teams and Home Energy Scotland (HES) subcontractors to support them to provide a world class service across multiple communication channels and meet or exceed contracted standards.

We achieve this through:

• Continuous evaluation and customer feedback analysis.
• Identifying and implementing continuous improvement areas.
• Supporting and coaching teams in influential and innovative ways.
• Ensuring quality advisor resources and training are in place to aid continuous success.
• Exploring efficiency and digital solutions.
• Collaborating with teams to ensure set up and ongoing use of the Energy Saving Trust world class framework which centres around four pillars to achieve success against our world class strategic objective.

The role

Lead, coordinate, explore or contribute to work on projects that:

• Support business growth whilst maintaining high levels of customer experience.
• Investigate operational and digital efficiency solutions.
• Ensure our ongoing ability to meet or exceed the organisation’s world class strategic objective and customer experience related key performance indicators (KPIs).
• Drive continuous improvement through customer voice and colleague knowledge development.
• Help embed any projects derived from areas of industry best practice.
• Contribute to the customer experience team’s vision, team support and overall success.

What you’ll do

• Integrate the Energy Saving Trust world class framework for new programmes.
• Contribute to new programme set up meetings and provide advice to mobilisation colleagues on customer experience considerations.
• Contribute to a wide range of customer experience projects to ensure their success. This includes creating content, exploring and investigating, coordinating and collaborating across teams, and adding value through innovative ideas and insights.
• Suggest innovative projects and ideas to enhance support, adapting to evolving needs and benefits.

What you’ll bring

• A proven track record of having a strong customer focus with a passion for customer experience excellence.
• Experience in supporting the delivery of multiple projects, a strong background in administrative support or demonstrable experience of coordinating multiple tasks and colleagues.
• Proven ability to lead and facilitate meetings with internal and external stakeholders, ensuring clear communication and actionable outcomes in both in-person and virtual settings.
• Strong communication and collaboration skills, with a positive and enthusiastic approach to engaging diverse audiences across various teams and levels of seniority.
• An innovative, creative and solutions focused mindset to add value to projects, with a self-motivated willingness to learn a vast amount of information across a range of subjects and scope out new things.

Application notes

Applications close 12pm (noon), Tuesday 6 May 2025. Interviews are intended to be held Wednesday 14 May 2025 and Thursday 15 May 2025.

Please click 'apply online' via our recruitment portal. We will ask for your personal details, work history and a supporting statement. Applications submitted without a supporting statement will not be considered.

In your supporting statement please explain how you meet the essential areas in the job description. Applications submitted via email or without a supporting statement will not be considered.

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.

Reasonable adjustments:

We are a Disability Confident Committed employer. 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 with [e-mail] or call reception on [phone]. We will do our very best to support you.

We offer a range of flexible working arrangements, including working from home, compressed or part-time hours, job shares and other arrangements. There is no need to justify your preferred working pattern and we encourage our people to work in whichever way helps them to perform at their best.

We will be happy to discuss this and our blended working model at the interview stage with you.

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.

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 minimum criteria for a role.