We are looking for a customer focused and energetic Customer Experience Coordinator to join our Customer Experience team on a fixed term contract. This is an exciting opportunity to play a consultancy style role in shaping how new programmes are mobilised and how customer experience excellence is embedded from day one and throughout the life of established programmes.

In this role, you will help bring the Energy Saving Trust world class framework to life across new and existing programmes. You will work closely with colleagues across programme, operations and customer experience teams to ensure that our principles, standards and tools are clearly understood and consistently applied. You will use practical CX methods such as journey mapping, test scenarios and insight analysis to help design and deliver experiences that support high quality customer outcomes.

You will also play a key part in a variety of customer experience projects. These may include exploring digital and operational efficiency opportunities, strengthening the use of customer voice data, supporting business growth and contributing to continuous improvement across the organisation. Your curiosity, creativity and solutions focused mindset will help identify new opportunities to enhance how we work and how we achieve our world class objective.

Success in this role means becoming a trusted partner during programme mobilisation, shaping improvements that make a meaningful difference for customers and colleagues, and driving positive change across multiple projects. Your work will directly support our mission to address the climate emergency by helping programmes operate more effectively, engage more people and deliver customer experiences that build confidence and long term impact.

If you thrive in a collaborative, fast paced environment and enjoy improving systems, experiences and outcomes for people and communities, we would love to hear from you.

The team

Our Customer Experience (CX) 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.

What you will do

Integrate the Energy Saving Trust world class framework across new and established programmes, working closely with programme, operational and CX colleagues to embed CX principles, tools, training and quality measures from the outset.

Provide expert customer experience guidance during programme mobilisation, using practical methods such as journey mapping, test scenarios and insight analysis to support the design and delivery of high-quality customer outcomes.

Lead or contribute to a range of customer experience projects, from early stage ideation and scoping through to implementation and continuous improvement, ensuring opportunities for innovation, efficiency and enhanced customer value are identified and acted on.

Strengthen how the organisation gathers, interprets and applies customer voice and data insights by exploring automation, improved reporting and more efficient analysis approaches.

Drive continuous improvement by applying industry best practice, supporting stakeholder engagement and championing a customer first culture across teams and programmes.

What you will bring

• A strong customer focus with a genuine passion for delivering excellent customer experiences and improving outcomes for people and colleagues.
• Experience supporting and coordinating multiple projects, with confidence in managing your time, staying organised and working effectively with a wide range of stakeholders.
• Strong communication and facilitation skills, with the ability to lead or contribute to discussions, build positive relationships and support colleagues in both virtual and in person settings.
• A collaborative, curious and solutions focused approach, combined with the ability to learn quickly, think creatively and bring fresh ideas to customer experience challenges.
• Confident use of Microsoft 365 tools and the ability to work independently with attention to detail in a fast-paced environment.

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
• These are just some of the benefits we offer.

Reasonable adjustments: 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.

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 we ringfence a minimum number of interview slots for candidates who apply via the Disability Confident scheme and meet the criteria for a role.

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.

Lead the change you want to see

Set the agenda for community action on climate change

FEL is the Scottish environmental charity that’s changing our world for the better, project by project.

We believe that powerful change can be simple to make.

From e-bike libraries to vertical gardens, we bring innovative solutions that combine the latest technology with a hands-on approach. By working with communities, we show people how to make everyday improvements that help them, their neighbours, and the planet.

Now we’re looking for the best people to keep us striding in the right direction.

Could you be an FEL Trustee?

We are seeking new Trustees to join our Board and help shape FEL’s long-term direction.

If you care about community-led climate action, can think strategically, and are willing to offer constructive challenge and support, this could be a meaningful role for you.

We are particularly interested in people with experience in:

• Digital and technology
• Impact and evaluation
• Finance
• HR and organisational development
• Community sports, education or youth engagement
• Community or sustainable energy
• Equality, diversity and inclusion

However, we welcome interest from people of all backgrounds. Different perspectives strengthen our governance, and your experience may be exactly what we need.

We are especially keen to diversify our Board in terms of age, background and lived experience. We encourage applications from younger people, individuals from ethnic minority communities, and anyone who has participated in or benefited from FEL’s work.

Previous Board experience is not essential. We provide induction, mentoring and ongoing support to help you contribute with confidence.

FEL is a registered charity committed to equality, diversity and inclusion, and we actively encourage applications from all sections of the community.

What’s involved?

FEL Trustees play an important role in setting our strategic goals and in making sure we have the structure and resources to achieve them. They promote and represent our vision, mission and values. They agree the policies and procedures through which we work and offer support and advice to the FEL board, staff and volunteers. They make sure we’re monitoring and reporting on what we do correctly, that we comply with regulations, meet our legal obligations and manage our finances properly.

Above all, our Trustees use their skills, knowledge and experience to help our Board make the right decisions that will keep us changing our world for the better. Project by project.

Greener Kirkcaldy is a community-led charity working locally to bring people together, take positive action on the climate emergency and support people through fuel poverty and food insecurity. We deliver a range of projects, events and skills training to achieve the needs and goals of local people – building resilience as a community and working towards a future where everyone can live better and tread more lightly on our planet.

Based in the heart of Kirkcaldy – with a community building, training kitchen, bike shop and garden – we carry out activities across Kirkcaldy and work with partners to deliver projects across Fife.

We lead the Cosy Kingdom partnership, a free and impartial energy advice service available to all tenants and homeowners across Fife. We help people save energy, stay warm while spending less on fuel and develop skills and confidence to take more control of their energy use and bills. Our work plays a vital role supporting people in, or at risk of, fuel poverty and makes an important contribution to tackling carbon emissions and climate change.

The Role

We are looking for an energy advisor to join our team.

This role sits alongside a team of dedicated energy advisors working throughout Mid and West Fife. Your day will be varied and rewarding. You will deliver energy advice to householders in their own homes, by telephone or at drop-in energy advice surgeries. You will deliver practical advice and support to help people stay warm and well at home, empower them to take control of their energy bills and make their homes more climate friendly. You will connect people with the right support by referring on to a range of support options and partner agencies.

Our energy advisors deliver events, talks and workshops to raise the profile of the service and educate people on saving energy. You will also train frontline workers on how to ‘spot and refer’ people in, or at risk of, fuel poverty.

We don’t expect you to know everything from the start. We provide a supportive three-month induction and full training, including a City & Guilds Energy Advice qualification.

Working at Greener Kirkcaldy

We want our town to be a good place to live and work. We believe in a future where everyone has a say in what happens locally, people are working together to protect our environment and those in hardship are supported to live well. That includes our staff and volunteers.

Working at Greener Kirkcaldy involves being part of a positive, collaborative and social team. Our culture is really important to us. We promote equality, diversity and openness. We have a strong focus on staff wellbeing and development and encourage staff initiative and ideas.

Benefits of working for Greener Kirkcaldy

• Flexible and hybrid working
• Enhanced maternity, paternity and sick pay
• Excellent Wellbeing, training and development opportunities
• Generous annual leave: 33 days, inclusive of public holidays per annum pro rata, going up to 37 days after 5 years service. Plus, an additional 5 days of annual leave (pro rata) over the Christmas period
• Social events

Diversity and inclusion

We want Greener Kirkcaldy to be an inclusive and diverse charity where everyone feels supported, valued and able to be themselves. We take part in Fife Centre for Equalities’ Equality Pathfinders programme. We also take part in the Race Equality Environmental Programme facilitated by CEMVO Scotland. Our Equalities Action Plan sets out the steps we are taking to improve diversity and inclusion.

To achieve our vision of Kirkcaldy as a greener and fairer place to live, we need a diverse team. We encourage applications from people of any background. We know that our sector particularly lacks staff and volunteers with Minority Ethnic backgrounds and disabled people. If you identify as Minority Ethnic or have a disability, we welcome your application.

Do you want to be part of something life changing?

At Columba 1400, we enable young people, especially those from tough realities, and the key adults in their lives to lead lives of purpose, meaning and contribution. We believe everyone already holds greatness within them, and your role would be to help them discover it.

If you are someone who comes alive when working with people; someone who can create warm, brave spaces where young people and adults feel seen, listened to, valued, and able to explore who they are and who they might yet become, then you then you may be exactly who we are looking for.

What makes this role special?

You will contribute to changing lives, schools and communities by providing powerful, heart to heart facilitation for young people and key adults in their lives, guiding them through transformational, values based leadership experiences across each phase of the Columban journey.

You will deliver these experiences in schools and communities across Scotland, and at our breathtaking purpose-built Community and International Leadership Centre in Staffin on the Isle of Skye.

Your ideas, insight and creativity will help us continually evolve and enhance the Columban experience so that each leadership experience becomes a catalyst for real, lasting change.

You will lead and build meaningful relationships with our trusted partners, ensuring every interaction reflects our warmth of welcome, warmth of hospitality and the warmth of being on a shared journey - our founding principles.

You will be part of a warm and supportive team, united by purpose and committed to each other’s growth through our approach to values-based leadership.

About you

You are an experienced facilitator who brings energy, presence, and curiosity into every session. You create the conditions for trust, hope and belonging, and you help people discover their values, their skills, and their confidence.

You are also a natural relationship builder, confident in leading partnerships and nurturing the kind of trusting, values based relationships that allow real change lasting to flourish.

You communicate with warmth and clarity. You are adaptable, compassionate, reflective and energised by work that genuinely transforms lives and communities.