Customer Experience Coordinator

**Working for Energy Saving Trust**:
At Energy Saving Trust we don’t just offer jobs - we offer careers.

Our mission is to address the climate emergency, and being a part of this effort makes working for us meaningful and rewarding.

We’re a leading and trusted organisation, dedicated to promoting:

- energy efficiency
- low carbon transport
- sustainable energy use

We work with governments, businesses and individuals to deliver the wider benefits of clean energy as the UK transitions to net zero.

We’re committed to creating an engaging, supportive and inclusive workplace for everyone, and providing opportunities for development.

We’re always looking for committed people with a diverse set of skills and experiences to help us achieve our goal.

Our roles are either blended to one of our offices, or home-based. We’re happy to chat about flexible working and our blended working model with you at the interview stage. Our offices are located in:

- London
- Edinburgh
- Cardiff
- Belfast**Customer experience coordinator - projects**:
**Issue Date**: 22 April 2025
**Closing Date**: Tuesday 6 May 2025
**Position Ref**: CL 1349
**Location**: Flexible within the UK. Home-based, blended or fully office based (from our offices in Belfast, Cardiff, Edinburgh or London). Possible travel to other offices or events, located across the UK.
**Hours**:Available full-time (see ‘Flexible working’)
**Salary**: Circa £25,000 per annum (depending on experience)

**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. Collaborating with project experts and teams, we consult and support on any potential customer touchpoint improvements helping advice teams to succeed in achieving Energy Saving Trust world class delivery objectives.
- We collaborate closely with our internal advice teams and Home Energy Scotland (HES) subcontractors to support them to provide a world class service across multiple communication channels and meet or exceed contracted standards.
- We achieve this through:

- Continuous evaluation and customer feedback analysis.
- Identifying and implementing continuous improvement areas.
- Supporting and coaching teams in influential and innovative ways.
- Ensuring quality advisor resources and training are in place to aid continuous success.
- Exploring efficiency and digital solutions.
- Collaborating with teams to ensure set up and ongoing use of the Energy Saving Trust world class framework which centres around four pillars to achieve success against our world class strategic objective.

**The role**
- To contribute to the mobilisation of new energy advice programmes by setting up, integrating and advising on the Energy Saving Trust world class framework requirements in collaboration with peers.
- Lead, coordinate, explore or contribute to work on projects that:

- Support business growth whilst maintaining high levels of customer experience.
- Investigate operational and digital efficiency solutions.
- Ensure our ongoing ability to meet or exceed the organisation’s world class strategic objective and customer experience related key performance indicators (KPIs).- Drive continuous improvement through customer voice and colleague knowledge development.
- Help embed any projects derived from areas of industry best practice- Contribute to the customer experience team’s vision, team support and overall success.

**What you’ll do**
- Integrate the Energy Saving Trust world class framework for new programmes.
- Contribute to new programme set up meetings and provide advice to mobilisation colleagues on customer experience considerations.
- Contribute to a wide range of customer experience projects to ensure their success. This includes creating content, exploring and investigating, coordinating and collaborating across teams, and adding value through innovative ideas and insights.
- Suggest innovative projects and ideas to enhance support, adapting to evolving needs and benefits.

**What you’ll bring**
- A proven track record of having a strong customer focus with a passion for customer experience excellence.
- Experience in supporting the delivery of multiple projects, a strong background in administrative support or demonstratable experience of coordinating multiple tasks and colleagues.
- Proven ability to lead and facilitate meetings with internal and external stakeholders, ensuring clear communication and actionable outcomes in both in-person and virtual settings.
- Strong communication and collaboration skills, with a positive and enthusiastic approach to engaging diverse audiences across various teams and levels of seniority.

For more information, please see job description: Job description - CX Coordinator - Projects - CL 1349

Applications close **12pm (noon)**, **Tuesday 6 May 2025**. Interviews are intended to be h