Originally formed in 1992 by Government as an independent, impartial and not for profit company Energy Saving Trust provides advice to communities, households and organisations on how they can reduce carbon emissions and save money by using less energy. Our key objective is to be the leading voice in encouraging the sustainable use of energy and reduction of carbon emissions.
We have an exciting opportunity for you to join the Home Energy Scotland team at Energy Saving Trust working with businesses and other organisations to support employee engagement sessions on saving energy and on preventing food waste.
Home Energy Scotland is a Scottish Government programme managed by Energy Saving Trust. We are a network of local advice centres covering all of Scotland. Our expert advisors offer free, impartial advice on energy saving, renewable energy, sustainable transport, waste prevention and more.
You will be responsible for leading the employee engagement activity, working collaboratively with the Home Energy Scotland network and key stakeholders including a team of locally based outreach advisors who deliver Energy Saving Trust employee engagement workshops for Home Energy Scotland and Love Food Hate Waste to businesses, the public sector and third sector organisations. You will motivate and support the advisors so that they deliver exceptional customer service and reach contractual targets ensuring they have the tools and resources to ensure that all activity is recorded and reported accurately.
You will be responsible for building effective partnerships with national organisations, representing Energy Saving Trust and the delivery partnership which includes Resource Efficient Scotland and Love Food Hate Waste. Your ability to manage and build effective relationships with a number of businesses through exemplary communication and influencing skills will be key to your success.
As there will be extensive travel across Scotland it is desirable if the successful applicant holds a valid UK driving licence or if not can demonstrate how they would otherwise meet the mobility requirements of the role – Energy Saving Trust encourages use of public transport whenever practical and has access to an electric vehicle.
For more information, please view job description on EST Website.
We have an exciting opportunity for you to join our team to help maintain and improve the quality of advice and customer experience for people using all Energy Saving Trust (EST) advice services.
This is role is split between two areas:
Duties for this role include: monitoring calls to identify opportunities for improvement; leading on providing coaching, feedback and guidance to advisors on the quality and performances for the extended hours advice team; identifying opportunities and managing the creation and/or delivery of relevant training sessions; liaising with and supporting other advice teams to implement improvements in the quality of advice; identifying and sharing good practice; required reporting; managing operational support for the extended hours team; developing advisors; supporting the handling of customer feedback and complaints and providing support to the customer experience team via completion of day to day tasks, which contribute to the overall customer experience related objectives.
The successful candidate will have relevant experience, including a passion for customer service excellence, a track record of training or feedback provision, strong relationship building & influencing skills, effective communication skills, a high level of self-motivation and drive, an ability to plan and prioritise work in a busy environment and excellent time management. Having an eye for detail and analytical skills alongside your overall business administration skills will underpin your exceptional performance.
Working on a shift pattern covering a combination of normal and ‘out of hours’ periods each week, typical shifts will be 12.15-8.00pm Mondays to Fridays. There will be some Saturday shifts with varying hours between 9am-5pm, with adjustments to weekday shifts accordingly. While working in normal office hours you will work with the customer experience team. Whilst working 5pm-8pm weekdays or Saturdays you will work with the Home Energy Scotland extended hours advice team.
This is a permanent fixed-term position, averaging 34 hours per week.
Note that applications submitted via third party websites or those without cover letters will not be considered.
Only people with the right to work in the UK may apply for this position.