Service Development and Improvement Manager

  • Full time
  • £41,916 – £45,093
  • Edinburgh or Inverness (with hybrid working from home)
  • Closing 24th May 2022

  • Advertised from 13th May 2022
  • 35 hours per week


Changeworks has been leading the way in delivering low-carbon living and tackling fuel poverty for 35 years, and we need an experienced leader to help us shape our ambitious programme for the future. You will be at the forefront of developing brand new, customer-focused services and be able to directly trace your impact from conception to execution.

We need a leader passionate about developing advice services that have a real impact on energy use in the home. Your start point will be the development of services alongside the PAS2035 retrofit standards, developing outwards into behaviour change services. You will have proven experience in developing, trialling and evaluating services and in customer journey definition work. You are adept at building effective strategic partnerships, and nurturing funder relationships.

You successfully lead high-performing teams, and are adept at planning and people management, and collaboration. You will have excellent communication skills at senior management, external stakeholder and employee levels. A sound knowledge of working in either a grant-funded or commercial delivery context is critical.

Changeworks is expanding to significantly impact the decarbonisation of Scotland’s homes and tackle the climate emergency and fuel poverty at this crucial time. To do this, the organisation needs to co-ordinate its activity around a common customer journey which will be the backbone to engagement, delivery, development, quality and reporting.

The Service Development and Improvement Manager is responsible for creating and championing Changeworks’ customer journey as well as for developing new energy advice services. You will build plans, collaborate with colleagues and ensure all targets, performance measures and reporting requirements are successfully met. This is a new role with significant potential to influence change.

This is a senior and strategically important role and the Service Development and Improvement Manager will report to Changeworks’ Operations Director.

Changeworks is a great place to work. We hold Investors in People Platinum accreditation (something only a few organisations in Scotland have), and we were nominated for employer of the year by the Edinburgh Chamber of Commerce this year. Our staff overwhelmingly would recommend us as an employer too.

The Climate Emergency has resulted in ambitious national targets to reduce carbon emissions from the built environment and reduce rates of fuel poverty. This has driven a significant increase in the number of pilot and large-scale interventions delivered by Changeworks and external organisations in this area. These include area-based domestic energy efficiency retrofit and decarbonisation projects and programmes.

We are a growing organisation, and this role is crucial to the delivery of our ambitious objectives. We want to decarbonise homes in Scotland on a massive scale, and that needs talented individuals like you to help us deliver on our objectives.

We offer a wide range of staff benefits including flexible working, bike to work scheme, an excellent pension scheme and 26 days paid holiday plus 9 public holidays per year.

Application notes

To apply: please visit our website to complete an online application - Working at Changeworks | Changeworks

Closing date for applications: 11am, Tuesday 24th May 2022

1st Interviews: Tuesday 31 May 2022

2nd Interviews: Monday 13 June 2022

For further information about this post please contact Laura Webb by email -

Changeworks ~ delivering positive low carbon living