Customer Service Advisor

Customer Service Advisor 

Salary: £23,520, increasing to £24,003 upon successful completion of qualification and probation (pro rata 27.5hrs pw) 

Hours: Part-time (27.5 hours) 

Location: Home-based, blended or fully office based (from our office in Edinburgh) 

Closing Date: 1 May 2024 
Ref: RD 1163 

Internally the job title will be Energy Advisor. 

We have an exciting opportunity for you to join our extended hours team as an Energy Advisor, which forms part of Home Energy Scotland’s award winning service, to enable us to support as many householders as possible during the winter period.  

Who we are 

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. 

Here are some of the benefits we offer: 

• We offer an outstanding pension scheme including employer contributions of up to 9%, 11% or 13% (age-linked). 

• Enhanced parental leave. 

• Private BUPA insurance. 

• 25 days annual leave plus bank holidays, with service-linked increases as well as three goodwill days over the Christmas period. 

• Staff wellbeing allowance of up to £25 per month / £300 per year. 

The team 

You will be one of three new advisors joining the team and will be responsible for providing energy advice to householders. Home Energy Scotland prides itself on delivering excellent Customer Service, therefore your passion for Customer Service and effective delivery of customer journeys is essential. You will speak with a wide range of customers on the phone and online therefore your ability to listen, empathise and help customers to act defines success in this role.  

The role      

You will be responsible for providing energy advice to householders to motivate and enable them to take action to reduce their fuel bills, cut carbon emissions and make their homes warmer and more comfortable via online and digital platforms along with inbound/outbound calls. 

We pride ourselves in upskilling our people and we will start to grow your knowledge of our services and energy efficiency straight away. The Home Energy Scotland advisor induction programme is an SQA accredited qualification, as well as this, you will also complete the City and Guilds, Energy Awareness in the Home qualification. 

We will support you throughout your training with ongoing mentoring, coaching and development. 

Your total working hours will be 27.5 hours a week covering the period of: 4.30pm -8:30pm Monday-Friday and Saturday, 9am-5pm. You will also work on a rota shift to cover the morning shift 8-9am which is paid in addition to your annual salary. The role is home-based therefore you will be able to work remotely anywhere within Scotland. IT equipment will be provided. 

What you’ll do   

• Provide advice over many different aspects of loans, grants, and schemes within Scotland. 

• Providing world class Customer Service via email and Inbound/outbound calls in the evenings. 

• Cover a wide range of knowledge and support to all areas in Scotland. 

What you’ll bring   

• A proven track record of delivering excellent Customer Service in an advice setting. 

• The ability to learn and apply new knowledge quickly. 

• Excellent verbal and written communication skills; including ability to communicate technical subject matter clearly and effectively with vulnerable customers. 

• Ability to record data accurately while speaking to a customer. 

• The ability to work under own initiative with minimal supervision. 

• Sound knowledge of using MS Office suite. 

To apply 

Please click the apply button to visit our recruitment portal. We will ask for your personal details, work history and a supporting statement. Applications submitted without a supporting statement will not be considered. 

Applications close 23.59, 1 May 2024. Interviews are intended to be held week commencing 6 May 2024. 

Applications submitted via email will not be considered. In your supporting statement please explain how you meet the essential areas in the job description. 

Reasonable adjustments: We are a Disability Confident Committed employer. 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.  

Flexible working: We offer a range of flexible working arrangements, including working from home, compressed or part-time hours, job shares and other arrangements. There is no need to justify your preferred working pattern and we encourage our people to work in whichever way helps them to perform at their best. 

We will be happy to discuss this and our blended working model at the interview stage with you. 

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

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 offer guaranteed interviews for disabled applicants who meet the minimum criteria for a role.