As Manager, Customer Experience and Quality, you will lead and manage all aspects of Energy Saving Trust’scustomer experience (CX) framework and consultancy support programme. Your work will ensure world class service delivery across multiple internal and subcontracted advice teams and customer channels, championing a customer first culture and driving continuous improvement.

You’ll oversee the implementation and maintenance of our CX framework, ensuring new and live programmes meet requirements for training, quality monitoring and customer feedback analysis. You’ll manage a robust consultancy programme -delivered by yourself and your team - supporting cross team colleagues to achieve CX based targets, embed a customer first culture, and deliver actionable recommendations for improvement.

You’ll provide clear leadership for your direct reports, oversee daily operations, and prioritise multiple CX related projects, demonstrating strong decision making and initiative. You’ll also ensure effective use and development of CX systems, resources and tools, and manage the collation and analysis of data to inform decisions, shape service design and embed improvements.

Success in this role means delivering measurable improvements in quality, customer satisfaction and operational efficiency, while supporting Energy Saving Trust’s strategic aims and competitive advantage. You’ll act as a CX advocate across the business, influencing service design and strategic decisions, and helping to embed a customer focused culture.

By leading projects that foster innovation and efficiency - including digital and automation, you’ll contribute directly to our mission to address the climate emergency, supporting people and communities to take confident steps towards a more sustainable future.

The team

Our Customer Experience and Quality team sits within the Operations Centre of Excellence and works like consultants across Energy Saving Trust to help design, measure and continually improve service quality and customer outcomes. We collaborate with multiple programme teams to make great service repeatable, providing frameworks, tools and coaching that help colleagues deliver a consistent, world class experience.

We champion the voice of the customer by combining quality monitoring insight, satisfaction feedback and programme information to highlight trends and agree improvements. We also lead on Net Promoter Score (NPS) practice and reporting, ensuring measures and actions are robust and useful for both B2C and B2B contexts. By doing this, we also help Energy Saving Trust maintain and strengthen its strategic positioning and growth through exceptional service delivery and operational excellence.

Collaboration is at the heart of how we work. We value curiosity, support and practical problem‑solving, focusing on coaching and evidence to drive continuous improvement. Joining us means making a meaningful impact on the journey to net zero, working with clear standards and enjoying learning opportunities through our accredited membership body.

What you will do

• Oversee the implementation and ongoing improvement of Energy Saving Trust’s customer experience framework, ensuring all programmes meet training, quality monitoring and feedback requirements.
• Lead a consultancy programme, providing expert advice and actionable recommendations to internal and subcontracted teams. Support them to achieve customer experience targets and help new programmes shape and design successful customer journeys.
• Manage, coach and develop a small team, fostering a customer first culture and ensuring high performance, engagement and accountability.
• Use data and insight from multiple sources to present reports, inform decisions, shape service design and drive measurable improvements in customer satisfaction and operational efficiency.
• Deliver or coordinate customer experience projects that drive innovation, improve processes and embed efficiencies, including digital automation, in collaboration with colleagues across the organisation.
• Act as a customer experience advocate across the organisation, collaborating with stakeholders to embed best practice, support strategic aims and maintain our competitive advantage.

What you will bring

• Proven experience in people management, with the ability to lead, coach and develop both direct and indirect reports to achieve high performance and engagement.
• Strong operational management skills, ensuring compliance, efficiency and delivery of high-quality outcomes across multiple programmes.
• Expertise in customer experience principles and best practice, with a track record of embedding a customer first culture and driving measurable improvements.
• Excellent data analysis and insight skills, able to interpret and present information from multiple sources to inform decisions and improve service design.
• Confident communication and influencing abilities, with experience providing consultancy advice and collaborating effectively with stakeholders at all levels.

Please submit an anonymised CV and cover letter, removing your name, address, email address, and any other identifying details.

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.

Work where you thrive

At Energy Saving Trust, flexibility isn’t just a policy, it’s how we work. Most of our roles can be done remotely, and many of our people choose to work from home full-time. Prefer an office environment? We have welcoming spaces in London, Edinburgh, Belfast, Cardiff and Hadleigh for those who want to connect in person.

We’ll support you with:

• Generous holiday (25 days + bank holidays + extra Christmas leave)
• True flexibility in how and where you work
• Strong pension & life assurance
• Enhanced family leave
• Green travel perks (EV scheme, cycle to work)
• Professional development support
• Yearly wellbeing allowance

About Urban Roots

Urban Roots is a community-led environmental and health improvement charity based in the Southside of Glasgow. For over ten years we have worked alongside local residents and volunteers to establish and support a network of community gardens and woodlands. We also deliver healthy cooking programmes and outdoor learning and play activities for children and young people.

The Role

We are seeking an experienced and organised Volunteer Coordinator to lead on the recruitment, training, and ongoing support of volunteers across our community and environmental projects.

You will be responsible for managing volunteer enquiries, promoting volunteering opportunities, ensuring best practice in volunteer involvement, and supporting colleagues to work effectively with volunteers to deliver high-quality, inclusive programmes.

Strong experience in volunteer coordination is essential. Experience of working in the third sector and/or an interest in environmental or community-based work is highly desirable.

If you are passionate about people, inclusion, and making a positive difference in communities, we would love to hear from you.

More information about our work can be found at urbanroots.org.uk

The Royal Scottish Forestry Society is seeking new Trustees!

Are you interested in taking on a new challenge for a new year?

In response to expanding the capacity of the Board and succession planning, the Royal Scottish Forestry Society is seeking up to five new trustees.

We anticipate that you can provide evidence of transferable skills at senior level, or experience of operating as a trustee or non-executive director.

Applications of those with experience of the following areas will be prioritised:

• Communications, stakeholder engagement and public relations;
• Involvement in forestry, woodland management, or timber utilisation at senior level;
• Forest education and vocational learning, including CPD;
• People, HR, employment law and organisational culture;
• Business, finance or operations at senior executive level.

About RSFS

The Royal Scottish Forestry Society, formed in 1854, is an educational charity focussing on promoting the understanding of trees, woods and forestry. Every year RSFS puts on what we believe to be the most extensive programme of practical forestry events across Scotland.

The Society has published a semi-academic journal,Scottish Forestry, since 1858 promoting all aspects of good practice in forestry. All back issues are available to Members via our website.

The Society has a mix of individual and organisational Members. Our membership includes professional foresters and managers, woodlands owners and many others with an interest in trees and woods.

RSFS is also the parent entity of Cashel Forest Trust, a charity based near Balmaha, in East Loch Lomond.

Who we are looking for:

We would like applicants to:

• Empathise with our vision, mission and aims;
• Demonstrate a willingness and ability to devote the necessary time and effort;
• Exercise sound and independent judgement;
• Think and apply knowledge creatively and strategically;
• Keep themselves and the charity mission-focused;
• Analyse and evaluate information and other evidence in the execution of their duties.

It’s an exciting time to join the Ramblers as we have recently refreshed our strategy to support the delivery of our long-term ambitions.

We need your drive, knowledge, skills, and creativity to help us raise awareness of the Ramblers and what we stand for, enabling the charity to grow its supporter base and open up the joys and wellbeing benefits of walking to many more people.

Context and Purpose of the role

The Community Outreach Project (Scotland) an initiative to bring the Ramblers strategy to life, and open the outdoors to some of the groups that have the most barriers to getting out walking. The project works with community-based contacts in urban areas with a focus on refugees, asylum seekers and people from global majority communities.