This vacancy has now closed

Programme Manager - Customer Experience & Learning and Development

  • Full time
  • Circa £35,000
  • Hybrid: Home-based, blended or fully office based (from our office in Edinburgh).
  • Closing 16th June 2024

  • Advertised from 7th June 2024
  • Ref: RW 1249


Please note that for this role, applicants must be based within Scotland.

As a successful Programme Manager focusing on Customer Experience and Learning and Development, you will work closely with the Programme Lead and Senior Programme Manager for Support Functions to enable and drive through culture change within services delivery, to ensure that the customer is truly at the heart of everything we do.

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 focussed 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

• You will own the customer satisfaction (CSAT) survey and results and other customer-related reporting mechanisms, working to improve our scores and achieve measurable success.

• You will be responsible for ensuring consistent use of efficient processes and meeting all targets and service levels within available budgets.

• You will continuously challenge the norm by actively improving systems and processes.

• You will play a vital role in effective stakeholder management and act as a key contact for government and commercial funders where appropriate (with the relevant scheme-related Programme Manager/s).

What you’ll do

• Support, enable and empower your team to learn how to handle a wider range of processes and situations, to allow them to develop their knowledge and skills, enhance their job satisfaction and create capacity for you to focus on the strategic elements of programme management.

• Programme management, including identifying and managing risks, taking corrective actions and ensuring full adoption of new processes.

• Plan, track and report on outputs and outcomes by providing scheme management information (MI) that meets the needs/requirements of funders ensuring the information produced is highly accurate, on-time, clear, concise and reconciled.

• Ensure delivery of world-class customer service, including working collaboratively with the Programme Managers for our schemes, to hold all to account for customer experience in a supportive and helpful manner.

What you’ll bring

• A customer focused lens to our loans and grants schemes

• Programme management experience

• A dedication to continuous improvement, with a core focus on customer experience

• A desire to keep developing personally and professionally, and to support your team to do likewise

• A motivational and collaborative/coaching style of leadership.

Application notes

To find out more and apply please visit our website

Applications close 23:59, Sunday 16 June 2024. Interviews are intended to be held week commencing 24 June 2024.

We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.

As part of our recruitment process, we conduct background checks on all candidates who receive a conditional offer of employment. The nature of the scheme that we are contracted to work on with Scottish Government means that we are required to comply with UK Government standards when carrying out pre-employment checks for new starters. This check is known as the Baseline Personnel Security Standard (or BPSS) check.

The BPSS checks will include a basic criminal record check (DBS check), verification of identity, verification of right to work in the UK and your previous 3 years employment history. Information obtained will only be used for the purposes of assessing your suitability for the role. Please note that if successful, any offer of employment made will be conditional pending the successful completion of the BPSS checks.

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.