Customer Experience Specialist - Digital Services

Location: Home working or blended (between home and office working) in either Edinburgh, London or Cardiff. Some travel to other offices may be required.

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

• An exciting opportunity to become part of Energy Saving Trust's consumer advice team. With the customer at the heart of everything we do, we are dedicated to understanding and continuously improving all things Customer Experience.
• We collaborate closely with our internal advice teams to support them to provide a world class service and meet or exceed contracted standards.
• We manage the delivery of different advice services, for a range of clients, supporting householders with reducing their energy bills and the transition to net zero.
• Leading our programme of digital evolution, driven by customer needs, to enhance experiences and accessibility options. This includes improving existing tools and introducing new digital products.
• Driving the development of service design and development of a digital workplan, progressing this in collaboration with colleagues and stakeholders, ensuring digital experiences are integrated, smooth, inclusive, accessible and consistent.
• Meeting customer and delivery needs, ensuring high levels of customer satisfaction via digital advice channels, whilst ensuring advisors are supported to succeed in quality of delivery.
• Using a collaborative and influential approach, supporting the integration of Digital Services into the day-to-day delivery of the England and Wales advice services.
• Management of a digital resource budget.

The role

Supporting different advice services in England and Wales which help people create warmer homes, reduce their energy bills, and lower their carbon footprint.

As the Customer Experience digital specialist for the advice centre services managed from Cardiff, primary aspects of this role include:

What you'll do

• With a customer focus, you will develop the advice centre's digital ‘roadmap', prioritising the enhancement of existing products or the development of new products appropriately.
• Introduce digital channels into services, incorporate digital delivery into our company quality and feedback framework and support the advice centre management to successfully deliver the service digitally, meeting or exceeding KPIs.
• Collaborate with internal colleagues including the Digital CX Specialist in Scotland and stakeholders to ensure the best end to end journeys whilst ensuring a joined-up approach and alignment with other internal systems.
• Analyse user and Customer Experiences, web analytics and other sources to identify ways to continuously improve and extend reach digitally, then implement required actions.
• Manage the digital resource budget.

What you'll bring

• A Customer Experience-led approach to digital service design.
• Project and change management experience.
• Experience in coordinating, collaborating with and influencing others across a range of internal and external teams with varying digital knowledge, and working in a cross functional manner.
• Self-starter, able to work on own initiative whilst prioritising tasks within a demanding environment and the ability to meet deadlines.

This is a permanent position. Our standard weekly hours are 37.5 hours, Monday to Friday. This is a full-time role.

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

To apply, please visit our website and send your CV and cover letter. In your cover letter please explain how you meet the essential areas 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.

Applications close 5pm, Monday 22 January 2024.

Interviews are intended to be held during first week of February 2024

If you think you may need additional support or adjustments made to any part of the application/recruitment process, please get in touch.

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.

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

Our commitment to creating a diverse, inclusive and equitable workplace

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. If there is anything we can do to support you in applying, please get in touch with us. Please note that we will always ensure that a fair recruitment process is followed for all candidates and appointments will be made based on merit.