We’re looking for a passionate and proactive Customer Experience Officer to join our Services Delivery team. This is an exciting opportunity for someone who thrives on improving customer journeys, coaching others, analysing performance and driving service excellence.

In this role, you’ll play a key part in ensuring customers across Scotland receive a consistent, high-quality experience. You’ll work closely with advisors and managers to improve service standards through coaching, training, quality monitoring and continuous improvement initiatives.

If you enjoy developing people, spotting opportunities to improve processes and creating positive customer outcomes, we’d love to hear from you.

The team

You’ll be joining a supportive and collaborative Services Delivery team that’s passionate about delivering outstanding customer experiences and helping households across Scotland access trusted energy advice and support.

The team works at the heart of Energy Saving Trust’s mission, supporting customers through meaningful conversations that help people reduce energy costs, improve energy efficiency and make more sustainable choices.

We’re a people-focused team that values continuous learning, knowledge sharing and innovation. Everyone is encouraged to contribute ideas, identify improvements and help shape how we deliver our services. You’ll work closely with advisors, team leaders and managers across the organisation, playing an important role in developing skills, improving quality standards and embedding a culture of customer excellence.

This is a fantastic opportunity to join a purpose-driven organisation where your work will have a direct impact on both customer outcomes and the UK’s transition to net zero.

What you’ll do

As Customer Experience Officer, you’ll help embed a culture of continuous improvement and customer excellence across the team. Your responsibilities will include:

• Delivering engaging customer experience training and coaching sessions
• Monitoring customer calls and emails to identify strengths and improvement opportunities
• Analysing quality and customer satisfaction data to identify trends and insights
• Supporting managers and advisors with structured feedback and performance improvement plans
• Helping improve processes, guidance materials and customer communications
• Supporting the handling and resolution of complex customer complaints
• Championing best practice in customer service across the organisation
• Producing performance reports and recommendations to support service improvements

Reasonable adjustments: 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.

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 criteria for a role.

• Experience in customer service, customer experience, quality assurance or coaching
• Strong written and verbal communication skills
• Confidence delivering training, coaching or presentations
• Excellent organisational and analytical skills
• Ability to manage competing priorities and meet deadlines
• A collaborative approach and commitment to continuous improvement
• Self-motivated with the ability to work independently