Job Description

Working for Energy Saving Trust

-----------------------------------


At Energy Saving Trust we don't just offer jobs - we offer careers.



Our mission is to address the climate emergency, and being a part of this effort makes working for us meaningful and rewarding.



We're a leading and trusted organisation, dedicated to promoting:


energy efficiency low carbon transport sustainable energy use

We work with governments, businesses and individuals to deliver the wider benefits of clean energy as the UK transitions to net zero.



We're committed to creating an engaging, supportive and inclusive workplace for everyone, and providing opportunities for development.



We're always looking for committed people with a diverse set of skills and experiences to help us achieve our goal.



Our roles are either blended to one of our offices, or home-based. We're happy to chat about flexible working and our blended working model with you at the interview stage. Our offices are located in:


London Edinburgh Cardiff Belfast

- ###

Customer experience coordinator - projects

Issue Date:

22 April 2025

Closing Date:

Tuesday 6 May 2025

Position Ref:

CL 1349

Location:

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.

Hours:

Available full-time (see 'Flexible working')

Salary

: Circa 25,000 per annum (depending on experience)

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

To 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. 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 demonstratable 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. For more information, please see job description: Job description - CX Coordinator - Projects - CL 1349



Applications close

12pm (noon)

,

Tuesday 6 May 2025

. Interviews are intended to be held

Wednesday 14 May 2025

and

Thursday 15 May 2025

.

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.

. 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.

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 recruitment@est.org.uk or call reception on +44 (0)20 7222 0101. We will do our very best to support you.

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.



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. Find out more here.

How do I apply for a vacancy?

---------------------------------


Please use our recruitment portal to apply. The application form will ask you for:


your personal details your employment history a supporting statement

In your supporting statement, clearly outline your suitability for the role and why you want to apply for the job. We're unable to accept email applications.



You can check the progress of your application by logging into the recruitment portal at any time. We review every application we get and if you're shortlisted for interview we'll let you know as soon as we can.



Due to the volume of applications we get, we can't reply to everyone. If your application is successful, you should hear from us within three weeks.