Telephone Agent

This role is fixed term maternity cover, until 1 April 2027 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. 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 focused 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. What you will 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 will 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 focused environment and complying with procedures and processes. For more information, please see the job description Please submit an anonymised CV and cover letter, removing your name, address, email address, and any other identifying details. Please note, applications submitted without a cover letter may be rejected. As part of our recruitment process, we conduct background checks on all candidates who receive a conditional offer of employment. The nature of the scheme that we are contracted to work on with Scottish Government means that we are required to comply with UK Government standards when carrying out pre‑employment checks for new starters. This check is known as the Baseline Personnel Security Standard (BPSS). BPSS checks include: • Verification of identity • Verification of right to work in the UK • Verification of your previous 3 years of employment history, including periods spent overseas • A basic criminal record check (DBS), and where relevant, criminal record information from countries where you have lived for significant periods Information obtained will only be used for the purposes of assessing your suitability for the role. Please note that if successful, any offer of employment made will be conditional pending the successful completion of the BPSS checks. To meet BPSS requirements, candidates must hold valid UK Right to Work documentation. If you have lived or worked overseas, these periods can be verified as long as the relevant evidence can be provided. More information on the checks can be found here: https://www.gov.scot/publications/baseline-personnel-security-standard-on-amiqus-processing-data-privacy-notice/ 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. Work where you thrive At Energy Saving Trust, flexibility isn’t just a policy, it’s how we work. Most of our roles can be done remotely, and many of our people choose to work from home full-time. Prefer an office environment? We have welcoming spaces in London, Edinburgh, Belfast, Cardiff and Hadleigh for those who want to connect in person. We’ll support you with: Generous holiday (25 days + bank holidays + extra Christmas leave) True flexibility in how and where you work Strong pension & life assurance Enhanced family leave Green travel perks (EV scheme, cycle to work) Professional development support Yearly wellbeing allowance These are just some of the benefits we offer. Want to know more about how we make flexibility real? Check out our Benefits and Culture page Reasonable adjustments: 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 with recruitment@est.org.uk or call reception on +44 (0)20 7222 0101. We will do our very best to support you. 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 criteria for a role. Find out more here. You can find out more about our commitment to diversity and inclusion here. 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 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