Customer Experience Officer - Edinburgh, United Kingdom - Energy Saving Trust

Energy Saving Trust

Verified Company

Edinburgh, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Closing Date: 30 January 2023

Issue Date:16 January 2023

Position Ref:
RD 998

Location:
Blended working (home/Edinburgh office) or home-based.

Salary:
£22,000-24,000

Job family & category:
Customer Excellence

Officer

Energy Saving Trust is an independent organisation working to address the climate emergency.

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.

As well as investing in our mission, we invest in our people and culture.

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

We also provide a range of benefits such as flexible working, an employee assistance programme, and a wellbeing allowance. Please see our careers page for more information on why Energy Saving Trust is a great place to work.

The team
Our extended hours-based advice centre delivers programmes for Scottish Government and service partners across the UK. Our team strive to achieve excellent quality results and advice to customers who require our support and guidance.

We empower householders to make better choices, deliver transformative programmes for governments and support businesses with strategy, research, and assurance - enabling everyone to play their part in building a sustainable future.

We bring a collaborative approach to the challenges our customers face, whilst always bringing the knowledge, leadership, and expertise whilst providing a world class customer service.

The role

The role includes measuring and monitoring staff performance on customer experience as well as identifying areas for improvement and implementing positive change (via coaching and training) to ensure the team have the knowledge and ability to deliver a consistent customer experience.

You will also support customer experience projects, processes and handle high-level complaints.

What you'll do

Monitor the quality of customer interactions and review customer feedback to gain an understanding of performance and service delivery standards.
Develop and deliver training courses/sessions for the team to ensure performance standards are met and continuous improvement is evident for new and existing staff.
Coach people and influence accountability to nurture a continuous improvement culture.
Support the handling of customer feedback and complaints. This will include handling challenging customers, dealing with escalated complaints, customer satisfaction analysis, identifying trends and addressing training needs for the Advice Centre.

What you'll bring

A strong customer focus with a passion for customer experience excellence who is solution focused, driven by success and results who challenges high standard performances of self and others.
Good analytical and research skills to identify and report on opportunities
Effective feedback and collaboration approaches, coupled with coaching, leadership and influencing skills which supports and develops others and promotes accountability.
Experience of delivering training sessions.
Good working knowledge of Microsoft Office suite.

This is a permanent position. Our standard weekly hours are 37.5 hours.

The shift pattern for this role is Monday-Friday, 12pm-8pm (with occasional Saturday cover).

We are open to flexible working locations (within Scotland) and as standard we offer all contracts on blended (home and office-based) working.

Applications close
5pm, Monday 30 January 2023. Interviews are intended to be held W/C 6 February 2023.

The majority of our people are working from home but have access to our office locations - Edinburgh, London, Cardiff and Belfast.

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

**Our commitment to creating a diverse, inclusive and equitable workplace