Telephone Agent Edinburgh, Scotland
Job description
Closing Date: 18 September 2023
Issue Date: 4 September 2023
Position Ref: BH 1112
Location: Edinburgh. Blended working (home & Edinburgh office). We are open to flexible working locations (within Scotland).
Salary: £21,225 per annum
Energy Saving Trust is an independent organisation working to address the climate emergency.
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.
As well as investing in our mission, we invest in our people and culture. We’re committed to creating an engaging, supportive and inclusive workplace for all and providing opportunities for development, training and growth. We also provide a range of benefits such as flexible working, an employee assistance programme and a wellbeing allowance. Please see our careers page for more information on 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
We have an exciting opportunity for a telephone agent role to join our Services Delivery team. The team administer energy saving loans and grants for individuals and small businesses. You will strive to provide a world class service and make the process of getting a grant or loan as easy as possible for applicants.
What you’ll do
You will take inbound calls and make pro-active outbound calls, answering customer enquiries about their loan and grant applications and claims.
You will deliver excellent customer service to high quality standards to support loan and grant applicants, responding to enquiries within specified service level agreements (SLA’s).
What you’ll bring
- Proven track record of delivering excellent customer service.
- Excellent telephone and customer care skills with an ability to communicate effectively by telephone with a range of audiences including vulnerable customers.
- Experience of handling customer complaints and first call resolution.
- Experience of working within a high-pressure, target focussed environment and complying with procedures and processes.
This is a permanent position. Our standard weekly hours are 37.5 hours, Monday to Friday.
This will need to be a full-time role. We are open to flexible working locations (within Scotland) and as standard we offer all contracts on blended (home and office-based) working.
Applications close Monday, 18 September 2023. Interviews are intended to be held week commencing 25 September 2023.
To apply, please send your CV and cover letter to [email protected]. In your cover letter please explain how you meet the essential areas in the job description. Please state the job reference you are applying for in the subject line. Applications submitted without a covering letter will not be considered.
If you think you may need additional support or adjustments made to any part of the application/recruitment process, please get in touch with [email protected].
The majority of our people are working from home but have access to our office locations – Edinburgh, London, Cardiff and Belfast. We will we be happy to discuss this and our blended working model at the interview stage with you.
Please note that we are unable to provide sponsorship for this post. In order to apply for this post, you must be able to demonstrate your eligibility to work in the UK.
Our commitment to creating a diverse, inclusive and equitable workplace
To address the urgent challenges posed by the climate emergency, we need a diversity of people, experiences and ideas. We strongly encourage applicants from a wide range of backgrounds and with different identities and experiences to apply for roles with Energy Saving Trust. If there is anything we can do to support you in applying, please get in touch with us at [email protected]. Please note that we will always ensure that a fair recruitment process is followed for all candidates and appointments will be made based on merit.
