The role

Lead a high-performing customer service/contact centre team and help deliver an outstanding consumer advice service. We’re looking for an experienced Team Leader to join our Wales Advice Centre and coach a team of telephone advisors to consistently achieve targets and great customer outcomes.

As Team Leader, you’ll keep our inbound and outbound call handling running smoothly, ensuring customers receive accurate, high-quality advice; while you build capability, confidence and consistency across the team through coaching, feedback and performance management.

If you’re passionate about people leadership, data-driven performance, and continuous improvement, this is a chance to make a measurable impact.

The team

Our Consumer Advice Team is a friendly, customer-focused contact centre team. We’re proud of the difference we make for customers every day, and we’re committed to coaching, learning and continuous improvement. As Team Leader, you’ll be at the heart of that culture: setting direction, removing obstacles, and helping colleagues do their best work.

What you will do

• People leadership: lead, motivate, coach and develop a team of telephone advisors, and line manage the Customer Experience Officer (performance, absence, targets and development).

• Operational management: manage rotas, workflow allocation and call queue management (inbound/outbound) to meet service demand and deliver against service level agreements (SLAs).

• Performance management: use dashboards, targets and call monitoring insights to drive improvement, recognise strong performance and support colleagues who need extra help.

• Quality & customer experience: work with the Customer Experience Officer to improve advice quality through trend analysis, feedback and tailored coaching.

• Reporting & insight: produce routine and ad hoc reports to support formal reviews and management decisions on call volumes and resourcing.

• Continuous improvement: identify recurring issues, improve processes, document best practice and support implementation of new service offerings.

What you will bring

• Proven experience managing people in a contact centre, customer service or target-driven environment.

• Strong operational skills: planning, prioritising and allocating work to meet demand.

• Confidence using data, dashboards and reporting to improve performance and quality.

• Excellent communication skills and a practical, supportive coaching style.

• Strong IT skills (Microsoft Office, databases) and excellent numeracy.

• A continuous-improvement mindset and commitment to inclusion and equity.

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 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