Telephone Advisor Operations - Operational Delivery - Advice Delivery

Energy Saving Trust Limited; Cardiff; Hybrid; GBP 22,000 - GBP 28,000; Full time

Job summary

A leading energy efficiency organization in Cardiff is seeking a customer service representative to handle enquiries and promote energy-saving initiatives. The role requires a passion for customer excellence and proven call centre experience. Key responsibilities include answering enquiries promptly, ensuring accurate records, and providing follow-ups. The organization offers flexible working arrangements and various benefits, making this an excellent opportunity for those passionate about sustainability.

Benefits

Generous holiday (25 days + bank holidays + extra Christmas leave)

True flexibility in work location

Strong pension & life assurance

Enhanced family leave

Green travel perks

Professional development support

Yearly wellbeing allowance

Qualifications

• Proven ability to deliver high standards of customer service.
• Experience working in a call centre environment.
• Strong attention to detail for data input and quality.

Responsibilities

• Ensure all enquiries are answered and recorded accurately.
• Encourage householders towards energy-efficient improvements.
• Provide timely and proactive follow-up communications.

Skills

Call centre experience

Customer service excellence

Good IT skills

Written communication

Telephone skills

Job description

The role

If you have experience working in a call centre, proven ability of delivering high standards of customer service and are interested in energy saving initiatives, we want to hear from you!

We are looking for individuals to join our team who can work independently whilst working towards team targets. We’re looking for someone who has good IT skills, excellent telephone, written and customer care skills.

In this role you will ensure all enquiries are answered and accurately recorded within specified service levels and time scales. You will also be encouraging householders to take the next steps towards making energy efficient improvements to their home.

The team

Our Wales based advice centre delivers programmes for Welsh Government and service partners across the UK. Our team strive to achieve excellent quality results and advice to customers who require our support and guidance.

We bring a collaborative approach to the challenges our customers face whilst always bringing the knowledge, leadership, and expertise to deliver a zero-carbon society.

What you will do

• Provide excellent customer service, exceeding the minimum standard of call quality required.
• Ensure all enquiries are answered within specified service levels.
• Ensure all enquiries are accurately recorded within specified timescales.
• Provide timely and proactive follow-up information via telephone and via email.

What you will bring

• A passion for customer excellence.
• Excellent communication, listening and advice skills.
• Attention to detail for data input and quality.

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.

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 [e-mail] or call reception on [phone]. 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