Telephone Agent - Energy Saving Loans and Grants

About the role

The Energy Saving Trust's Services Delivery team administers energy saving loans and grants for individuals and small businesses, supporting low or zero carbon improvements to homes and businesses on behalf of governments, local authorities and businesses. The Edinburgh Telephone Agent role provides a world-class service and makes the process of getting a grant or loan as easy as possible for applicants.

Key responsibilities

• Take inbound calls and make proactive outbound calls, answering customer enquiries about loan and grant applications and claims
• Deliver excellent customer service to high quality standards, responding to enquiries within specified service level agreements (SLAs)

Required profile

• Proven track record of delivering excellent customer service
• Excellent telephone and customer care skills, able to communicate effectively with a range of audiences including vulnerable customers
• Experience handling customer complaints and first call resolution
• Experience in a high-pressure, target-focused environment, complying with procedures and processes
• UK right to work; no visa sponsorship is available

Candidates apply through the online application form with an anonymised CV and cover letter (personal details removed); applications without a cover letter may be rejected. Background checks (BPSS) are carried out on all conditional offers.

What we offer

• Salary of £26,227.50 per year, full-time (37.5 hours a week)
• Flexible working: home-based, blended or fully office based, with most roles able to be done remotely
• 25 days holiday plus bank holidays and extra Christmas leave
• Pension and life assurance, enhanced family leave
• Wellbeing allowance and professional development support