Manager- Customer Experience and Quality Operations - Operational Delivery - Consumer Advice

This role is fixed term until 1 February 2027 The role

As Manager, Customer Experience and Quality, you will lead and manage all aspects of Energy Saving Trust’s customer experience (CX) framework and consultancy support programme. Your work will ensure world class service delivery across multiple internal and subcontracted advice teams and customer channels, championing a customer first culture and driving continuous improvement.

You’ll oversee the implementation and maintenance of our CX framework, ensuring new and live programmes meet requirements for training, quality monitoring and customer feedback analysis. You’ll manage a robust consultancy programme – delivered by yourself and your team – supporting cross team colleagues to achieve CX based targets, embed a customer first culture, and deliver actionable recommendations for improvement.

You’ll provide clear leadership for your direct reports, oversee daily operations, and prioritise multiple CX related projects, demonstrating strong decision making and initiative. You’ll also ensure effective use and development of CX systems, resources and tools, and manage the collation and analysis of data to inform decisions, shape service design and embed improvements.

Success in this role means delivering measurable improvements in quality, customer satisfaction and operational efficiency, while supporting Energy Saving Trust’s strategic aims and competitive advantage. You’ll act as a CX advocate across the business, influencing service design and strategic decisions, and helping to embed a customer focused culture.

By leading projects that foster innovation and efficiency – including digital and automation – you’ll contribute directly to our mission to address the climate emergency, supporting people and communities to take confident steps towards a more sustainable future.

Our Customer Experience and Quality team sits within the Operations Centre of Excellence and works like consultants across Energy Saving Trust to help design, measure and continually improve service quality and customer outcomes. We collaborate with multiple programme teams to make great service repeatable, providing frameworks, tools and coaching that help colleagues deliver a consistent, world class experience.

We champion the voice of the customer by combining quality monitoring insight, satisfaction feedback and programme information to highlight trends and agree improvements. We also lead on Net Promoter Score (NPS) practice and reporting, ensuring measures and actions are robust and useful for both B2C and B2B contexts. By doing this, we also help Energy Saving Trust maintain and strengthen its strategic positioning and growth through exceptional service delivery and operational excellence.

Collaboration is at the heart of how we work. We value curiosity, support and practical problem‑solving, focusing on coaching and evidence to drive continuous improvement. Joining us means making a meaningful impact on the journey to net zero, working with clear standards and enjoying learning opportunities through our accredited membership body.

• Oversee the implementation and ongoing improvement of Energy Saving Trust’s customer experience framework, ensuring all programmes meet training, quality monitoring and feedback requirements.

• Lead a consultancy programme, providing expert advice and actionable recommendations to internal and subcontracted teams. Support them to achieve customer experience targets and help new programmes shape and design successful customer journeys.

• Manage, coach and develop a small team, fostering a customer first culture and ensuring high performance, engagement and accountability.

• Use data and insight from multiple sources to present reports, inform decisions, shape service design and drive measurable improvements in customer satisfaction and operational efficiency.

• Deliver or coordinate customer experience projects that drive innovation, improve processes and embed efficiencies, including digital automation, in collaboration with colleagues across the organisation.

• Act as a customer experience advocate across the organisation,…