Telephone Agent

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

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.