Customer Service Advisor

Customer Service Advisor

• Salary: £24,570 per annum
  
  
• Hours: Full-time (see 'Flexible working')
  
  
• Location: Flexible within Scotland. Home-based or blended working (home and office-based from our office in Edinburgh)
  
  
• Closing Date: 13 July 2025
  
  While the role is officially titled Programme Assistant, it closely aligns with customer service positions and would suit individuals with experience in customer-facing or support roles.
  
  As our Programme Assistant, you will play a vital role in delivering exceptional customer service, exceeding call quality standards, and ensuring every enquiry is handled efficiently and professionally.
  
  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:
  
  
• 25 days of annual leave plus bank holidays, with additional leave earned through length of service
  
  
• Three extra days off over the Christmas period as a gesture of goodwill
  
  
• A competitive pension scheme with generous employer contributions
  
  
• Flexibility in our ways of working – work from home, in the office, or a mix of both, depending on your role
  
  
• Two paid volunteering days per year – a chance to give back to the causes that matter most to you
  
  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
  
  Business Energy Scotland is funded by the Scottish Government to provide free, impartial support and access to funding to help small and medium-sized enterprises (SMEs) save energy, carbon and money. As Scottish businesses try to overcome the twin challenges of record energy prices and playing their part in reducing carbon emissions, our work is more important than ever.
  
  The role
  
  You will be the first point of contact for SMEs seeking expert advice on energy efficiency, low carbon heat, and renewable technologies. In this engaging role, you’ll handle enquiries via phone, web chat, and email, provide essential back-office support, and help guide customers through their sustainability journey.
  
  What you’ll do
  
  You will be the first point of contact, responding promptly to enquiries via helpline and emails, while accurately recording and tracking customer interactions.
  
  Your attention to detail will help maintain high data quality, supporting colleagues in providing expert advice to SMEs. Working closely with internal teams and external consultants, you will ensure a seamless customer journey, proactively following up and contributing to the team's success in meeting key targets.
  
  What you’ll bring
  
  
• Effective interpersonal and communication skills.
  
  
• Proficiency in written and numerical tasks.
  
  
• Good working knowledge of Microsoft Office applications (including Word, Excel, Teams, and Outlook).
  
  
• Experience of using administrative, tracking, and reporting systems.
  
  
• Background in roles that support team operations.
  
  To apply please visit our recruitment portal via the apply button.
  
  Applications close 23.59, 13 July 2025. Interviews are intended to be held week commencing 21 July 2025.
  
  To avoid disappointment, you are advised to submit your application as soon as possible as we reserve the right to close the vacancy early if a high volume of applications are received. This is to ensure that we can manage application levels whilst maintaining a positive candidate experience. Unfortunately, once a vacancy has closed, we are unable to consider further applications.
  
  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.
  
  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 minimum criteria for a role