Customer Service Team Leader

Customer Service Team Leader

Salary: £24,500-£27,500 per annum (depending on experience) 

Location: Edinburgh/Blended working (home & Edinburgh office) 

Closing Date: 16 January 2024 

Ref: RD 1161 

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 

The extended hours team provides telephone and online based energy advice to a wide range of householders in Scotland to motivate and enable them to take action to reduce their fuel bills, cut carbon emissions and make their homes warmer and more comfortable. 

The role 

You will hit the ground running to lead the operational management of the advice team, providing governance through the delivery of key performance indicators for the extended hours service undertaken by the Energy Saving Trust in Scotland. 

Your total working hours will be 37.5 hours a week which will also include the extended hours periods (4.30-8.30pm Monday-Friday and 9.00-5.30pm on Saturdays). 

What you’ll do 

The role will include responsibility for operational planning, supporting and managing the advisors and working closely with the customer experience officer to ensure excellent overall customer experience. 

What you’ll bring 

▪ Self-starter with ability to work with minimal supervision. 

▪ Demonstrated experience of operational management and managing employees. 

▪ Demonstrated experience of delivering high standard of Customer Service. 

▪ Proven experience of continuous improvement and documenting processes. 

▪ Motivation to work and lead a winning team. 

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

This will need to be a full-time role. We are open to flexible working locations (within Scotland) and as standard we offer all contracts on blended (home and office-based) working. 

To apply, please visit our website where you can 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, 16 January 2024. Interviews are intended to be held week commencing 22 January 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. In order 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.