Customer Service Advisor

Energy Saving Trust; Remote; GBP 24,000 - 26,000; Full time

Job summary

An organization focused on sustainability is hiring an Energy Advisor to provide telephone-based advice across the North East of England. The role involves motivating customers to reduce energy use and lower costs through practical solutions. Ideal candidates will have strong customer service skills, be passionate about sustainability, and have a Level 3 Award in Domestic Retrofit Advice (or willingness to achieve). This full-time position offers flexible working and training opportunities.

Benefits

25 days of annual leave

Generous pension scheme

Flexibility to work from home

Paid volunteering days

Extra days off during Christmas

Qualifications

• Proven track record in delivering excellent customer service.
• Ability to explain complex information clearly and empathetically.
• Confidence in using Microsoft Office and databases.

Responsibilities

• Deliver accurate energy advice by phone to customers.
• Record customer information following data protection guidelines.
• Maintain high standards of customer experience within the team.

Skills

Excellent customer service

Strong communication skills

Microsoft Office proficiency

Time management

Passion for sustainability

Education

Level 3 Award in Domestic Retrofit Advice

Job description

Energy Advisor (Customer Service Advisor Externally)

• £24,570 per annum, increasing to £25,070 when qualifications are obtained and probationary period passed
• Full Time Home Based
• Closing date 25 / 11 / 2025
• Ref RD 1435

As a Customer Service Advisor (internal job title is Energy Advisor Retrofit), you’ll provide tailored, telephone-based advice to householders across the North East of England. You’ll motivate and enable people to take practical steps to reduce energy use, cut costs, and lower their carbon footprint. This role is perfect for someone passionate about sustainability and providing world-class customer service. You’ll receive full training to give expert, impartial advice on everything from insulation and renewables to affordable warmth schemes, helping customers find solutions that work for their homes and their budgets.

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

Please see our careers page for the full list of benefits we have to offer and why Energy Saving Trust is a great place to work.

The team

The Energy Team’s purpose is to enable households, small businesses, and communities to have affordable energy costs and reduce carbon emissions that contribute to climate change. We provide trusted energy advice, renewable energy expertise, and manage loans and grants for energy-saving and low or zero-carbon improvements on behalf of governments, local authorities and businesses. We deliver programmes across the UK, and our reach is growing as demand increases. Collaboration is at the heart of how we work. We share knowledge, support one another, and continually innovate to deliver a world-class customer experience. You’ll join the Consumer Advice part of this team; a passionate, service-focused group that thrives on making a difference. Seeing the positive impact our advice has on people’s comfort, wellbeing and finances is what motivates us every day.

What you’ll do

• Deliver clear, engaging, and accurate energy advice by phone to a wide range of customers.
• Tailor support to each household’s needs, from energy efficiency measures to renewable energy and low carbon heating options.
• Record customer information and advice accurately in our database, following data protection guidelines.
• Signpost and refer customers to additional support programmes or funding schemes where appropriate.
• Contribute to maintaining high standards of customer experience, accuracy, and performance within the team.
• Continuously learn and apply new knowledge in energy efficiency and retrofit best practice.

What you’ll bring

• A proven track record of delivering excellent customer service, ideally in an advice or support role.
• Strong communication skills – able to explain complex information clearly and empathetically.
• Confidence using Microsoft Office and databases while handling live calls.
• The ability to work independently, manage your time and stay organised.
• A genuine passion for helping people reduce energy costs and carbon emissions.
• Level 3 Award in Domestic Retrofit Advice (or willingness to achieve upon starting, which will be fully funded).

To apply please visit our recruitment portal via the apply button.

Applications close 23.59, on 25 November. Interviews are intended to be held in the week commencing 1 December.

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.

Flexible working : 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