Customer Experience Officer
- Full time
- £23,122 – £25,224
- Flexible within the UK. Home-based, blended or office working from Edinburgh, London, Cardiff, or Belfast.
- Closing 13th September 2023
- Advertised from 1st September 2023
- Salary depending on experience.
- Ref: KM 1117
Role
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 customer experience team. With the customer at the heart of everything we do, we are dedicated to understanding and continuously improving all things customer experience.
- Leaning on the expertise of project experts and teams, we consult and support on any potential customer touchpoint improvements helping advice teams to succeed.
- We collaborate closely with our internal advice teams and Home Energy Scotland (HES) subcontractors to support them to provide a world class service and meet or exceed contracted standards.
We achieve this through:
- Continuous evaluation and customer feedback analysis.
- Identifying and implementing continuous improvement areas.
- Influential coaching and feedback support.
- Ensuring quality advisor resources and training are in place to aid continuous success.
- Exploring and implementing digital engagement channels to enhance customer experience options.
The role
- Support Energy Saving Trust advice teams and Home Energy Scotland subcontractors to deliver a world class service for all our customers, meeting or exceeding contracted customer experience standards across all customer facing channels.
- Maintain and improve the quality of internal resources and develop projects that support advice teams to succeed.
- Be the team’s customer feedback specialist.
What you’ll do
- Complete comprehensive regular quality monitoring spot-checks for our advice services. Ensuring that Delivery Standards are being used consistently by local evaluators, and that feedback is effective, and results are accurate.
- Data and trend analysis from various sources and create trackers and reports that identify performance standards, trends and required focus areas.
- Develop and deliver training courses/sessions for the team to ensure performance standards are met and continuous improvement is evident for new and existing staff.
- Coach people and influence accountability to nurture a continuous improvement culture.
- Support the handling of customer feedback and complaints. This will include handling challenging customers, dealing with escalated complaints, customer satisfaction analysis, identifying trends and addressing training needs for the Advice Centre.
- Provide support on any current project-based work which contributes to the overall customer experience related objectives.
What you’ll bring
- Previous quality monitoring experience or evaluation of others’ work and/or expertise in coaching, feedback and influencing accountability in others.
- 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.
- Good analytical and research skills to identify and report on opportunities.
- Effective feedback and collaboration approaches, coupled with coaching, leadership and influencing skills which supports and develops others and promotes accountability.
- Experience of delivering training sessions is desirable.
- Good working knowledge of Microsoft Office suite.
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 the UK) and as standard we offer all contracts on blended (home and office-based) working.
Application notes
To apply, please visit our websiteand 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, 13 September 2023. Interviews are intended to be held 20 & 21 September 2023.
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.
A unique opportunity to join a successful and growing conservation charity!
The Bumblebee Conservation Trust (the Trust) is looking for a full-time Individual Giving & Membership Officer.
Your primary role will be
- To provide an excellent customer service experience to the Trust’s members, donors, and supporters.
- Day-to-day management of the individual fundraising elements of the Trust’s Microsoft Dynamics Customer Relationship Management database, ensuring it is fit for purpose.
- With the Individual Giving Manager (IGM), implement strategic initiatives to develop and grow income from Membership, Individual Giving and Merchandise.
The Individual Giving and Membership Team raises unrestricted funds for the Trust and stewards the membership lifecycle. These significantly contribute to aim 5 of the Trust’s strategy to be a sustainable organisation. The team also has a key contribution to strategic aim 2, encouraging individuals to take action to help bumblebees.
You will be a highly organised and detail-focused individual with excellent customer service skills across phone, email and written communication. Strong verbal and written communication abilities, alongside high computer literacy in Microsoft Office 365, are essential. You will manage detailed administrative tasks and be comfortable maintaining live data on the fundraising CRM database. You will work collaboratively to identify and implement system and process improvements, building effective relationships across dispersed teams. You will be a proactive team player who can independently plan and prioritise their workload, while recognising development needs and undertaking training to adopt new tools and technologies.
Please refer to the job description and person specification for more details of the role.
This is a full-time post for 35 hours per week. Some overtime work may be required and a flexitime system is in place.
This post will be employed on a permanent basis based at the Trust’s office in Stirling.
The Trust is an Equal Opportunities employer. This means that whilst seeking employment or during such employment with the Trust, we will seek to ensure equality of treatment for all persons regardless of sex, race, age, marital or civil partnership status, disability, religion or belief, sexual orientation, gender reassignment, pregnancy or maternity status.
At the Trust, we have a clear goal: to be the place where a diverse mix of talented people want to come, to stay and do their best work. We pride ourselves on reaching for our vision, through the hard work and dedication of our passionate and creative employees.
Community Fundraising and Events Officer
- Part time
- £30,450 pro-rata
- On site: Perth
- Closing 19th January 2026
The Community Fundraising and Events Officer will be responsible for driving income generation to support the growth and sustainability of Trauma Healing Together via community fundraising initiatives. The post-holder will lead on planning, delivering, and evaluating a programme of community events, working creatively to engage individuals, volunteers, groups, and local businesses. This is an exciting opportunity for a motivated and organised fundraiser to make a tangible difference by generating the vital funds needed to expand our trauma-informed services.
Full job description is available to download below.
ABOUT TRAUMA HEALING TOGETHER
As a charity we work closely with people who have experienced psychological trauma and are living with the symptoms of this. We work in partnership with trauma survivors to improve their quality of life through therapy, training and personal development, shaping future services and the understanding of trauma through research projects. We promote a holistic and multi-faceted approach to treating all types of psychological trauma, prioritising mutual understanding and respect of clients, staff and volunteers. As an organisation we thrive to be transparent, consistent and autonomous. We are looking for a person who shares our values and has skills that can contribute to shape a small growing charity.
Do you care deeply about nature and its impact on people’s lives? The Loch Lomond & The Trossachs Countryside Trust (LLTCT) is seeking a new Trustee to serve as Treasurer and help guide us through the next exciting stage of our journey.
About Us:
Established in 2012, we’re a Scottish charity dedicated to nature restoration and community wellbeing within Loch Lomond & The Trossachs National Park. Our projects connect people with nature and build resilient landscapes.
As Treasurer, you’ll provide strategic financial leadership, monitor performance, and ensure compliance. You’ll help the board make sound financial decisions and support our vision for a healthier environment and community. Explore our 2023-2030 Strategy online.
What We’re Looking For:
- Strong financial management experience (charity sector ideal)
- Strategic thinker and team player
- Commitment to our values and mission
Commitment:
Around 6 hybrid board meetings per year plus occasional tasks.
Careers that care!
Do you have a passion for connecting with people to achieve their goals in life, and enjoy the sense of achievement in empowering vulnerable people?
If so, we have a fabulous Service Manager opportunity for you to join our awesome team, leading our Dumfries & Galloway Learning Disability service. Because People Matter at Turning Point Scotland, why not join us to reach your full potential.
Embark on an emotionally rewarding journey and apply today!
About the role
As the Registered Manager, you will be an experienced leader leading a team working with individuals who have a wide range of support needs, providing them with practical and emotional support and encouraging them to achieve their own personal outcomes in all aspects of their daily lives e.g. keeping safe, meaningful activities, community involvement, physical health, relationships, emotional health and wellbeing.
As the Registered Manager you will:
- Maintain the continuing relevance of services to individuals’ needs and purchaser requirements by ongoing planning, monitoring and evaluation.
- Oversee the financial aspects of the service, managing significant budgets, ensuring efficient use of resources and making financial decisions.
- Where a need or an opportunity is identified, lead on the development of new services, support business growth and maintain reputational excellence.
- Comply with governance, law and legislation including local authority compliance, Care Inspectorate (at level 5 and above), SSSC and safeguarding procedures.
- Support the senior management team in the streamlining, promotion and monitoring of quality assurance systems which meets the needs of individual services as well as the overall service delivery in the region.
- Develop, monitor and implement supervision and appraisal systems for staff.
About You
You will have passion and drive to take forward a well-established Service and Team. Be passionate; and committed to the overall aims and objectives of the service and have the belief that people can live fulfilling lives with the right support in place.
You should also have:
- Experience of working with vulnerable people and leading a service delivery team, including managing the provision of a safe operating environment in a relevant context.
- The ability to negotiate with a wide range of internal and external partners and build positive relationships including local authorities and housing associations.
- Excellent planning and organisational skills with the ability to effectively prioritise your own time and workload to meet a number of different and competing tasks in sometimes pressurised environment.
- Social Service and Health Care at level 9 (SCQF) or other speciality/qualification recognised by the SSSC for registration purposes as well as a relevant management qualification.
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