AgilityEco’s team offers unrivalled knowledge and expertise in all areas of energy policy, fuel poverty programmes, energy efficiency, finance and funding.
We are always keen to find new talent to expand our expertise and help us to continue to offer an unparalleled service to our wide client base.
Job Title
Customer Service Administrator
Reports To
Customer Service Manager
Job Location
Office-based AgilityEco’s offices in Aylesbury.
Remuneration
£26,497.25 - £27,500
Hours
38.75 hours per week. Including occasional evenings and Saturdays (09:00-12:00)
25 days annual leave (increasing by 1 day per year of service up to 5 years) Plus bank holidays.
Enhanced parental leave policies.
2 paid volunteer days annually.
Purpose Statement
AgilityEco is a mission-led BCorp business that provides a range of services supporting energy efficiency and retrofit into domestic properties in Britain – especially in fuel poor and vulnerable homes.
AgilityEco has grown to become one of the leading delivery organisations for energy efficiency and retrofit programmes in Britain, supporting over 36,000 households in 2022/23, delivering nearly 95,000 energy efficiency measures and generating £75m in lifetime bill savings. Working with hundreds of partner organisations, including partnerships with 365 local authorities, we provide a range of services for energy companies, homeowners, installers, local authorities and social housing and private landlords.
We value diversity and encourage people from all backgrounds and communities to apply, our teams individual life experiences are part of what makes us great and we commit to providing a safe and inclusive environment for all.
Do you have excellent customer service skills, empathy, and the drive to reduce number of families in fuel poverty in the UK?
The Customer Service Team sit at the heart of the company. Often the initial engagement for the customer journey starts here. You will have the opportunity to assist customers throughout their journey, providing a positive experience.
You will be highly organised and be able to demonstrate an ability to work flexibly, using your initiative and judgement to manage customer queries and expectations. The nature of our programmes means that we are regularly dealing with vulnerable members of society and our team need to have the confidence, empathy, and understanding to talk effectively to these residents, and identify risks or home improvement needs. You will need to be passionate about helping people and suggesting solutions.
This role offers a fantastic opportunity for an enthusiastic individual who wants to work in an exciting and dynamic environment in a growing, successful business that makes a difference to people’s lives.
Responsibilities
Provide information and support to customers across a range of energy efficiency programmes and community scheme initiatives via telephone and email.
Confidently answer a wide variety of inbound telephone calls in line with our service level agreement, taking appropriate action to ensure customer/client satisfaction
Deliver consistent excellence in customer service delivery.
Demonstrate confident and professional dealing with customer complaints.
Ensure consistent delivery of service against key performance indicators.
Document customer engagement across business platforms
Working effectively with internal departments and industry partners to help deliver our full range of services.
Ability to decide on the most appropriate means of communication (written and oral) and accurately deliver when updating, advising, and referring information to clients, customers, and industry partners.
Recognise when to escalate queries and work opportunities to senior members of the team.
The role will involve a close working relationship with all internal teams at AgilityEco, as well as external delivery partners.
This is an office-based role in Aylesbury
Working Relationships
The role will involve a close working relationship with the AgilityEco Contact Centre and other departments to support all customers
Skills, Knowledge and Expertise
Essential Knowledge and Qualifications
Excellent verbal and written communication skills
Calm and professional manner when dealing with complaints.
Accuracy in reporting and administration
Strong attention to detail.
Methodical and organised with ability to multi-task.
Comfortable with using IT platforms.
Teamwork
Time management
Ability to deal with difficult calls.
Adaptability and flexibility
Self-motivation and ability to work without direct supervision.
Composure when faced with difficult situations / scenarios.
Person Specification
Understanding of excellent customer service
Organised and structured approach to work
Ability to manage multiple tasks.
Ability to work under pressure and to tight deadlines.
Drive to develop your own skills and career progression.
Team player
Self-motivated, driven, and proactive
Ability to maintain highest level of confidentiality
Job Title
Home Energy Manager - North
Reports To
Energy Advice Manager
Job Location
The role is home based, but regular travelling will be a key requirement predominantly covering the North of the UK, including overnight stays
Remuneration
£35,500
Hours
37.5 hours per week.
25 days annual leave (increasing by 1 day per year of service up to 5 years) Plus bank holidays.
Enhanced parental leave policies.
2 paid volunteer days annually.
Purpose Statement
AgilityEco is a mission-led BCorp business that provides a range of services supporting energy efficiency and retrofit into domestic properties in Britain – especially in fuel poor and vulnerable homes.
AgilityEco has grown to become one of the leading delivery organisations for energy efficiency and retrofit programmes in Britain, supporting over 36,000 households in 2022/23, delivering nearly 95,000 energy efficiency measures and generating £75m in lifetime bill savings. Working with hundreds of partner organisations, including partnerships with 365 local authorities, we provide a range of services for energy companies, homeowners, installers, local authorities and social housing and private landlords.
We value diversity and encourage people from all backgrounds and communities to apply, our teams individual life experiences are part of what makes us great and we commit to providing a safe and inclusive environment for all.
Do you have current expertise in energy efficiency solutions? Are you passionate
about helping to take people from fuel poverty in the UK?
If you’re an experienced energy advisor, empathetic and a great listener, proven to be adept at providing solutions to vulnerable members of society, and keen to join a fast- growing business that has established a leading position in energy efficiency
programmes and consultancy services, you are the person we are looking for.
Our aim is to help people to keep warm in colder months and reduce their energy
bills. The nature of our programmes means that we are regularly dealing with
vulnerable members of society and our team need to have the confidence,
empathy, and understanding to talk effectively to these residents, and identify risks
or home improvement needs. You will need to be passionate about helping people
and suggesting solutions.
You will be required to have experience or background in energy efficiency, with
recognised qualifications such as DEA or other energy efficiency qualifications, and
current expertise in traditional and renewable energy solutions. You will be able to
demonstrate an ability to support and mentor our team of home energy advisors to improve the service.
This role offers a great opportunity for an enthusiastic individual who wants to work in an exciting and dynamic environment in a growing, successful business.
Responsibilities
The successful applicant will work alongside the Energy Advice Manager to fulfil the key responsibilities outlined below:
On boarding new advisors
Mentor new HEAs when they commence carrying out visits/calls.
Undertake shadowing visits for HEAs to monitor performance.
Provide HEAs with constructive feedback and support both orally and written.
Arrange unannounced spot-check stock audits when feasible.
Assist and deliver with training requirements in the office and in the field.
Desktop data analysis and quality assurance activities to monitor HEA performance supporting the Energy Advice Manager .
Assisting with HEA capacity planning to support delivery of KPI’s
Undertake home visits/telephone advice calls.
Liaise with Contact Centre and vice versa to resolve complaints received
Manage and report on HEA performance management
Work closely with the team in LEAP and HEA Management to identify any issues and trends that may impact the delivery of the scheme.
Software support (Zoho) and problem solving
Support senior management to highlight operational risks and areas for improvement.
Recognise when to escalate queries to senior management.
Keep up to date with any business development and new product lines/schemes and any industry changes affecting the business and relaying this knowledge back to the team where required.
Seek to progress professional development both independently and through compulsory training.
Dimensions of Role
The job holder will report directly to the Energy Advice Manager
Skills, Knowledge and Expertise
Essential Knowledge and Qualifications
Customer and delivery focused
Excellent verbal and written communication skills
Accuracy and attention to detail
Experience within customer services and delivery to meet targets
Microsoft suite knowledge
Energetic and motivated
Creative thinking
Basic skills in data collection and analysis
Ability to work well within a team as well as independently
Experience of working to deadlines and meeting SLA’s
Strong coaching and people-development skills
Energetic and motivating individual
Creative thinking
Government funding solutions
Sensitivity and understanding of vulnerable residents
Full access to own vehicle
Methodical and organised with ability to multi-task.
Time management
Reserved criteria:
These skills/experiences will only be considered if there is a situation of jointly experienced candidates, please still apply if you don’t have any of these.
Experience with vulnerable customers
ZOHO CRM knowledge
Strong interpersonal skills to liaise with and support all members of across the Programmes Team
Strong organisational skills to manage multiple tasks
Clear DBS Check less than 3 years old from the issue date
Person Specification
Flexible, reliable and hardworking, and not a clock-watcher
Team player, keen to support all elements of the process
Self-motivated, ability to work without direct supervision when required
Willingness to learn, through CPD and training
Interactive and approachable
Committed to equality and fairness when supporting others
Ability to maintain highest level of confidentiality
Job Title
Home Energy Advisor
Reports To
HEA Manager – Telephone Advice Service
Job Location
Aylesbury/Sutton/Home based
Remuneration
Up to £28,500
Hours
38.75 hours per week.
25 days annual leave (increasing by 1 day per year of service up to 5 years) Plus bank holidays.
Enhanced parental leave policies.
2 paid volunteer days annually.
Purpose Statement
AgilityEco is a mission-led BCorp business that provides a range of services supporting energy efficiency and retrofit into domestic properties in Britain – especially in fuel poor and vulnerable homes.
AgilityEco has grown to become one of the leading delivery organisations for energy efficiency and retrofit programmes in Britain, supporting over 36,000 households in 2022/23, delivering nearly 95,000 energy efficiency measures and generating £75m in lifetime bill savings. Working with hundreds of partner organisations, including partnerships with 365 local authorities, we provide a range of services for energy companies, homeowners, installers, local authorities and social housing and private landlords.
We value diversity and encourage people from all backgrounds and communities to apply, our teams individual life experiences are part of what makes us great and we commit to providing a safe and inclusive environment for all.
Do you have current expertise in energy efficiency solutions? Are you passionate about helping to take people from fuel poverty in the UK?
If you’re a qualified energy advisor, empathetic and a great listener, proven to be adept at providing solutions to vulnerable members of society, and keen to join a fast- growing business that has established a leading position in energy efficiency programmes and consultancy services, you are the person we are looking for.
We are expanding our service and are looking for suitably qualified advisors to join our delivery team. We are recruiting for Home Energy Advisors to work as part of a team to provide telephone energy advice and solutions for a series of community programmes and initiatives to end fuel poverty across England, Scotland and Wales.
Our aim is to help people to keep warm in colder months and reduce their energy bills. The nature of our programmes means that we are regularly dealing with vulnerable members of society and our team need to have the confidence, empathy, and understanding to talk effectively to these residents, and identify risks or home improvement needs. You will need to be passionate about helping people and suggesting solutions.
You will be required to have experience or background in energy efficiency, with recognised qualifications such as DEA or other energy efficiency qualifications, and current expertise in traditional and renewable energy solutions. You will be able to demonstrate an ability to work flexibly, with minimum supervision, using your initiative and judgement to support residents with current challenges in managing their energy bills, and identifying and signposting to additional support services.
This role offers a great opportunity for an enthusiastic individual who wants to work in an exciting and dynamic environment in a growing, successful business.
Responsibilities
Confidently advise residents on most effective use of energy, relative to their individual circumstances via the telephone.
Use initiative to provide solutions to a variety of residents challenges with energy costs and usage
Working effectively with internal departments to help deliver our full range of Agility Eco services.
Accurately document all engagement with residents in line with company processes
Always ensure the safe handling of customer sensitive personal data in line with the company data protection policy
Ability to decide on the most appropriate means of communication (written and oral) and accurately deliver when updating, advising, and referring information to customers and colleagues.
Identify and follow company guidelines for safeguarding concerns.
Proficiently update CRM software systems and MS Office systems
Recognise when to escalate queries and opportunities
Ability to steer conversations and keep calls on track, whilst demonstrating empathy and understanding.
Dimensions of Role
The job holder will report directly to the HEA Manager – Telephone Advice Service
Skills, Knowledge and Expertise
Essential Knowledge and Qualifications
Confidently advise residents on most effective use of energy, relative to their individual circumstances via the telephone.
Use initiative to provide solutions to a variety of residents challenges with energy costs and usage
Undertake telephone assessment service to vulnerable individuals, providing support and general energy efficiency advice
Prompt identification for conversion to book a full energy advice call/home visit
Working effectively with internal departments to help deliver our full range of Agility Eco services.
Accurately document all engagement with residents in line with company processes
Always ensure the safe handling of customer sensitive personal data in line with the company data protection policy
Ability to decide on the most appropriate means of communication (written and oral) and accurately deliver when updating, advising, and referring information to customers and colleagues.
Identify and follow company guidelines for safeguarding concerns.
Proficiently update CRM software systems and MS Office systems
Recognise when to escalate queries and opportunities
Ability to steer conversations and keep calls on track, whilst demonstrating empathy and understanding.
Reserved criteria:
These skills/experiences will only be considered if there is a situation of jointly experienced candidates, please still apply if you don’t have any of these.
Experience with vulnerable customers
ZOHO CRM knowledge
Clear DBS Check less than 3 years old from the issue date
Proven qualification in energy efficiency or Domestic Energy Assessor
Current knowledge of the energy efficiency and fuel poverty space
Person Specification
Passionate about helping people
Customer focussed
Active listening skills
Composure when faced with difficult situations / scenarios
Excellent verbal and written communication skills
Solution orientated
Attention to detail.
Methodical and organised with ability to multi-task
Accuracy in reporting & administration
Comfortable with using IT platforms.
Excellent time management
Organised and structured approach to work
Ability to work under pressure and to tight deadlines
Team player
Self-motivated, driven, and proactive
Ability to maintain highest level of confidentiality
Job Title
Applications Senior Administrator
Job Location
AgilityEco offices in either Sutton or Aylesbury Town Centre
Remuneration
£27,500 - £29,000 Dependant on experience
Hours
38.75 hours per week. Including occasional evenings and Saturdays.
25 days annual leave (increasing by 1 day per year of service up to 5 years) Plus bank holidays.
Enhanced parental leave policies.
2 paid volunteer days annually.
Purpose Statement
AgilityEco is a mission-led BCorp business that provides a range of services supporting energy efficiency and retrofit into domestic properties in Britain – especially in fuel poor and vulnerable homes.
AgilityEco has grown to become one of the leading delivery organisations for energy efficiency and retrofit programmes in Britain, supporting over 36,000 households in 2022/23, delivering nearly 95,000 energy efficiency measures and generating £75m in lifetime bill savings. Working with hundreds of partner organisations, including partnerships with 365 local authorities, we provide a range of services for energy companies, homeowners, installers, local authorities and social housing and private landlords.
We value diversity and encourage people from all backgrounds and communities to apply, our teams individual life experiences are part of what makes us great and we commit to providing a safe and inclusive environment for all.
This role is part of our successful and growing Projects team, which is serving an expanding portfolio of large energy efficiency projects.
We receive a high number of enquiries for help from customers, the Projects team are responsible for processing applications for support and once eligibility has been confirmed to arrange for retrofit assessment or installation of whatever heating and home fabric improvement measures are needed to make the customer’s home more energy efficient and comfortable. This requires close liaison with internal teams and our installation partners to make sure that the process of surveying the home, designing the solution, agreeing the quote for funding and ultimately installation is as speedy and customer-friendly as possible.
The Senior Administrative Lead is responsible for overseeing all aspects of the Applications team. This includes supporting a team of Project Administrators to ensure the efficient and accurate completion of various administrative tasks related to incoming applications, eligibility checks, and customer support. Additionally, the Senior Administrative Lead is tasked with maintaining up-to-date process and training documentation, serving as the first point of contact for team escalations, providing management reporting, ensuring quality assurance, and driving continuous improvement initiatives. Overall, the Senior Administrative Lead plays a pivotal role in ensuring the smooth functioning of administrative operations and contributing to the organization's overall success.
This role offers a great opportunity for an enthusiastic individual who wants to work in an exciting and dynamic environment in a growing, successful business.
Responsibilities
Lead and manage a team of Project Administrators, providing guidance, support, and direction to ensure tasks are completed efficiently and accurately. This includes:
Conducting initial assessments of incoming applications.
Providing support to the Customer Services team in addressing application queries.
Completing required eligibility checks.
Reviewing applications for technical and economic feasibility of energy efficiency and low carbon measures.
Assigning applications to installers based on agreed criteria.
Providing support to the Customer Service team in addressing post-application queries and escalating issues to the relevant Project team.
Documentation and Training: Maintain up-to-date process and training documentation for the team's activities. Ensure that team members are adequately trained and equipped to perform their roles effectively.
Escalation Point: Serve as the first point of contact for team escalations, resolving issues promptly and effectively to ensure smooth operations.
Management Reporting: Provide regular tailored management information (MI) reporting to the Applications Manager, highlighting key performance indicators, trends, and areas for improvement. Act as the 1st point of contact for any new reporting from PM’s.
Quality Assurance: Responsible for ensuring all transactions are completed in accordance with established procedures. Identify any areas of non-conformity or areas for improvement and put in place appropriate coaching/corrective action.
Continuous Improvement: Proactively identify opportunities to streamline processes, improve efficiency, and enhance customer satisfaction. Implement changes as necessary to drive continuous improvement.
Dimensions of Role
This role sits within AgilityEco’s Projects team reporting to the Applications team manager. It is expected that the Applications Team Lead will work closely across the AgilityEco organisation, including supporting both ECO and Community Schemes teams on referrals, installers and installations and compliance requirements.
Skills, Knowledge and Expertise
Essential Knowledge and Qualifications
Experience in working in a customer facing role involving in-home installation activities, job scheduling or workforce management.
Line management experience
Excellent verbal and written communication skills
Accuracy in reporting & administration
Attention to detail.
Methodical and organised with ability to multi-task.
Comfortable with using IT platforms.
Team-working
Time management
Energy, determination, and work-rate
Adaptability and flexibility
Self-motivation and ability to work without direct supervision.
Composure when faced with difficult situations / scenarios
Person Specification
Strong attention to detail
Organised and structured approach to work with the ability to manage multiple tasks
Ability to work under pressure and to tight deadlines
Drive to develop your own skills and career progression
Team player
Self-motivated, driven, and proactive
Ability to maintain highest level of confidentiality
The Data Analyst will work within the Sales and Marketing team to build our analytics capabilities across the breadth of activities in lead generation. This is a new role and so it is a good opportunity for the analyst to build and shape the capabilities in the Sales and Marketing team as time goes on.
Download the full job description and apply to hr@agilityeco.co.uk
The Marketing function is responsible for direct to consumer sale and marketing activity, marketing support with our funders and installers, and interfaces with MGS Group for corporate marketing plans and PR.
Sales and Marketing encompasses marketing strategy and planning, lead generation, funnel conversion and marketing evaluation in the domestic market. In line with our growth plans, maturing and optimising our marketing capabilities is a priority.
This role sits within the Marketing team in the Transformation function. The Marketing Executive will work closely with Senior Marketing Managers and internal stakeholders across the business to develop marketing plans and materials, build and deliver a range of marketing activity – including online and offline campaigns, engaging creative, copy and digital marketing, through owned and supported partner channels.
The Marketing Executive will communicate with internal colleagues and external stakeholders on marketing activities and plans, ensuring stakeholders are kept abreast of lead demand creation activities. They will work as a champion and challenger for positive change to increase both understanding and emphasis on the role of marketing and lead generation within the business, improving creative, data management, process, results reporting and customer experience.
Download the full job description and apply to hr@agilityeco.co.uk
PAS 2035 is a publicly available specification which outlines the necessary standards for the future of domestic retrofit. It is designed to enhance retrofit standards, improve processes and introduce new skills, capabilities and roles.
The built environment professionals responsible for facilitating, managing and delivering retrofit work to the PAS 2035 standard are Retrofit Coordinators and ensure compliance with the procurement, specification, and delivery of measures in all domestic retrofit projects, essentially guiding the decision-making process protecting the resident or homeowner’s interest from survey to handover.
Our Retrofit Coordinator role takes responsibility for all aspects of complying with PAS2035 for internal projects as well as providing services to external clients.
Download the full job description and apply to hr@agilityeco.co.uk.
AgilityEco is a dynamic and fast-growing business that has established a leading position in the origination and delivery of energy efficiency and fuel poverty programmes. Our clients include many of the major energy supply companies, network operators, Local Authorities, and industry supply chain partners. An important aspect of our business is managing large scale energy efficiency and fuel poverty projects, such as:
Work in this area of the business is dynamic and fast-paced owing to the agile nature of the business and the ongoing development of new projects. As such the projects the Project Management is responsible for may change over time.
Download the full job description and apply to hr@agilityeco.co.uk.