Coach - Energy

Are you ready to take the next step in your operational management journey? We're offering a permanent opportunity for a dedicated and driven individual to step into a Coach role within the Energy Ombudsman.

As a Coach, you will play a critical role in supporting and developing our team of DREs (Dispute Resolution Executives) to deliver fair and impartial outcomes for our customers. This role is ideal for someone who thrives in a collaborative environment and is passionate about coaching others while managing complex cases with precision.

This role is ideal for someone who thrives on problem-solving, is passionate about delivering excellent customer experiences, and wants to grow their career within a trusted, independent organisation that supports fair resolutions and improves standards across the energy sector.

The Energy Ombudsman has been helping consumers and energy providers resolve disputes fairly and independently for over 20 years. We’re part of the Trust Alliance Group, formed in 2022, which brings together several businesses previously part of Ombudsman Services. As a group, we’re developing diverse capabilities in areas such as digital alternative dispute resolution and case management technology — all aligned to our purpose of building and maintaining trust between consumers and businesses.

Together, we’re committed to raising industry standards and delivering outcomes that make a real difference for the people and organisations we support.

• Leading and coaching your team of DREs, ensuring they receive the necessary support and guidance to excel in their roles.
• Providing constructive feedback to DREs, facilitating continuous improvement in their performance and skills.
• Adopting a motivational environment that promotes high performance and engagement among team members.
• Offering expertise and support in handling complex or sensitive cases, ensuring fair and efficient resolution.
• Conducting regular performance reviews to evaluate and enhance the progress of DREs.
• Setting and supporting the achievement of challenging targets related to productivity, quality, and values-driven behaviours.
• Ensuring your community is engaged in solving operational and organisational challenges, always feeling able to provide feedback and contribute to our success.
• Delivering expert technical advice to DREs, aiding them in resolving disputes within established frameworks.
• Collaborating with colleagues across TAG to enhance front-line knowledge and streamline processes.
• Ensuring we communicate decisions clearly and effectively to promote transparency and understanding with customers.
• Supporting the Business Unit Operations Leader in embedding continuous improvement initiatives across the team.

• Experience providing case advice and support within a similar framework.
• A proven ability to manage complex cases while maintaining empathy and impartiality.
• Strong communication skills, including advanced report writing and the ability to deliver clear verbal feedback.
• A proactive approach to coaching and developing others, with a focus on solutions.
• Familiarity with dispute resolution frameworks and regulatory environments (desirable).
• Hybrid working on offer
• Market leading salary

The Energy Ombudsman was founded in 2006 to provide independent dispute resolution services, aiming to put consumers back into the position they were in before the issue occurred, whilst helping suppliers understand their consumers and improve their experience.

With over 2,500 energy companies signed up to our scheme, the Energy Ombudsman is the only alternative dispute resolution scheme in the UK energy sector. We're approved by Ofgem to impartially and independently handle disputes between consumers and energy suppliers.

• Holiday buy Scheme
• Enhanced pension
• Employee assistance schemes
• Cycle to work scheme

• Balance
• Courage
• Empathy

We take the time to listen. By valuing different perspectives and experiences, we aim to create a balanced, fair and thoughtful recruitment process.

We show courage by being honest, fair, and unafraid to ask the right questions—creating a recruitment process that reflects our values and respects yours.

We know that no two candidates are the same. That’s why we work hard to make our recruitment process balanced, approachable, respectful, and people focused.

We believe in being open, transparent and genuine at every stage of the recruitment journey. That means being honest about who we are, what we stand for, and what you can expect.