Energy Saving Trust Hiring for Customer Experience Officer (CX team) at Orissa Full Time

Closing Date: 18 April 2022
Issue Date: 8 April 2022
Position Ref: CL 858
Location: Home or blended working (with potential occasional travel)

Salary: £22,000-£24,000 per annum (depending on experience)

The role

Working within our Customer Experience team, you will collaborate with our various Energy Saving Trust advice services and Home Energy Scotland subcontractors to maintain and improve the quality and customer experience for people using these services. You will identify required improvement areas and support teams to embed actions and deliver an exceptional service across multi-channel platforms. You will coach team leaders so they can support advisors to perform well. You will also support customer experience projects, processes and handle high-level complaints.

What you’ll do

• Monitor the quality of customer interactions, spot-check local quality monitoring evaluations and review customer feedback to gain an understanding of performance and service delivery standards.
• Data and trend analysis and reporting to identify and recommend consequent improvement solutions that you then collaboratively act on.
• Coach people and influence accountability to nurture a continuous improvement culture.
• High level complaint handling and support customer experience project work.

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.
• Strong data extraction and analytical skills with a meticulous eye for detail and the ability to recommend consequent improvement solutions. Excellent reporting and administrative skills, including confident use of all Microsoft office apps.
• Effective feedback and collaboration approaches, coupled with coaching, leadership and influencing skills which supports and develops others and promotes accountability.

This is a permanent position. Home or blended (home and office-based) working is possible for this role. Occasional travel to regional offices may be required.

For more information, please see job description.

Applications close Monday 18, April 2022, 12pm. Interviews will be held circa 26 and 27 April 2022.

To apply, please forward your CV and cover letter to recruitment@est.org.uk. In your cover letter please outline how you meet the knowledge, skills and qualifications required section in the job description. Please state the job reference you are applying for in the subject line. Applications submitted without a covering letter will not be considered.

To address the urgent challenges posed by the climate emergency, we need a diversity of people, experiences and ideas. We strongly encourage applicants from a wide range of backgrounds and with different identities and experiences to apply for roles with Energy Saving Trust.

Find out more about our commitment to creating a diverse, inclusive and equitable workplace here.

If you think you may need some additional support or reasonable adjustments made to any part of the application/recruitment process, please get in touch with recruitment@est.org.uk.

Due to current restrictions on office capacity the majority of our staff are working from home. Will we be happy to discuss how we are managing this and the transition to a blended working model at the interview stage with you.

Please note that we are unable to provide sponsorship for this post. In order to apply for this post, you must be able to demonstrate your eligibility to work in the UK.