Telephone Agent

Telephone agent

Issue Date:  14 May 2024

Closing Date: 28 May 2024
Position Ref: BH 1233

Location: Home-based, blended or fully office based (from our office in Edinburgh). We are open to flexible working locations in Scotland.

Hours: Full-time (see 'Flexible working') fixed term until 28 February 2025.

Salary: £23,400 per annum

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.

Please see our careers page for the full list of benefits we have to offer and why Energy Saving Trust is a great place to work.

The team

The services delivery team manage and administer loans and grants for energy saving and low or zero carbon improvements to homes and businesses on behalf of governments, local authorities, and businesses.

Our work is customer service focused and seeing the impact we have on the lives of people we support is what brings us to work each day. We collaborate and support each other, sharing expertise and best practice and innovating to deliver world class customer experience.

The role

We have an exciting opportunity for a Telephone Agent role to join our Services Delivery team. The team administer energy saving loans and grants for individuals and small businesses. You will strive to provide a world class service and make the process of getting a grant or loan as easy as possible for applicants.

What you’ll do

You will take inbound calls and make pro-active outbound calls, answering customer enquiries about their loan and grant applications and claims.

You will deliver excellent customer service to high quality standards to support loan and grant applicants, responding to enquiries within specified service level agreements (SLA’s).

What you’ll bring

• Proven track record of delivering excellent customer service.
• Excellent telephone and customer care skills with an ability to communicate effectively by telephone with a range of audiences including vulnerable customers.
• Experience of handling customer complaints and first call resolution.
• Experience of working within a high-pressure, target focused environment and complying with procedures and processes.

For more information, please see job description above.

Applications close 23.59, 28 May 2024. Interviews are intended to be held week commencing 3 June 2024.

Please click 'apply online' via our recruitment portal below. We will ask for your personal details, work history and a supporting statement. Applications submitted without a supporting statement will not be considered.

Please copy the following URL in your browser and select Apply online

https://ce0827li.webitrent.com/ce0827li_webrecruitment/wrd/run/ETREC179GF.open?WVID=5281252Jze

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 with recruitment@est.org.uk or call reception on +44 (0)20 7222 0101. We will do our very best to support you.

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. Find out more here.

You can find out more about our commitment to diversity and inclusion here.

Job Type: Permanent

Pay: £23,400.00 per year

Benefits:

• Casual dress
• Company pension
• Health & wellbeing programme
• Work from home

Schedule:

• Monday to Friday
• No weekends

Experience:

• customer service: 1 year (preferred)

Work Location: In person

Application deadline: 28/05/2024
Reference ID: BH 1233
Expected start date: 03/07/2024