(Fixed-term Contract/Secondment ending March 2026)

Location: Edinburgh & Livingston

Salary: £24.8k - £29k per annum (Dependent on skills & qualifications)

Reference: REQ4284

Do you want to be a part of an innovative and supportive team, where there are great opportunities for career progression and development?

Working with our Customer Experience team, you’ll be responsible for in person customer engagement in communities, before, during and after planned works. You’ll work alongside our operational teams to identify any customers that require extra help as we go about our works and put plans in place to ensure any potential disruption is minimised.

Through identifying customers in vulnerable situations within our community you’ll have the opportunity to provide extra help services designed to support our customers to stay safe and warm at home. This could be through the provision of SGNs Additional Services or through connecting eligible customers into trusted partner organisations that address their specific customer needs.

I help to keep people safe and warm by…

• Being responsible for providing proactive front-line customer engagement for vulnerable or at-risk customers as part of our planned work to ensure that their needs are identified, and reasonable provisions are put in place along agreed customer journeys from notification to work completion.
• Supporting vulnerable customers with relevant offers through SGN’s Additional Services and local support schemes designed to help customers in vulnerable situations use energy safely, efficiently, and affordably.
• Identifying opportunities to engage vulnerable customer groups in community centres to provide safeguarding support services that help them use energy safely, efficiently, and affordably, including advice on resilience to utility outages.
• Working alongside our operational and customer experience teams to support the implementation of initiatives that help customer-facing teams 'never walk away from a customer in need’ through promotion and feedback.
• Collaborating with our operational and customer experience teams to look for opportunities to improve customer experience and reduce customer complaints by sharing customer feedback and insights.
• Supporting our customer service and operational teams with customer welfare support where required during gas emergencies, both during working hours and via the regional standby rota.

What you’ll need

• We are looking for someone with experience in delivering great customer service, providing advice services and energy efficiency, so a NVQ, City and Guilds or equivalent experience in Advice & Guidance, Customer Service and / or Energy Efficiency would be preferential
• Excellent communication skills - these are essential to the role to ensure customers value and get the best outcomes from the support services provided
• Excellent team working skills - building impactful and trusted working relationships are essential to support customer action plans are successful
• Drive to deliver great customer and partner experience, working well with people to deliver sector leading performance
• Strong IT and written skills - the role will require reporting and on occasion written communications with customers and colleagues
• Strong ethical standards and the ability to confidently work autonomously and collaboratively within our team
• Successful applicants will learn and become an expert in customer information related to GDPR, Vulnerable Customer Journeys, Guaranteed Standards of Performance, Energy Advice services (level 3), Car to Van training and Customer Enquiries / Complaints
• Holds a UK driving licence as significant travel is required in the role driving one of our safe and warm vehicles.

If you don’t have all the qualifications, we would still love to hear from you… we provide our own specialised learning and development programs, providing access to learning tools to help you acquire the skills needed to excel in our environment.