Matthew Huggan
Inverness,Highland
Summary
- During my Philosophy degree, learned to analyse complex information and present concise, persuasive arguments for well-evidenced conclusions.
- As Changeworks' Energy Advisor, developed comprehensive understanding of: domestic energy issues; behavioural change; local and national energy efficiency/fuel poverty schemes; and an ability to relay this information in both verbal and written form to audiences with varying levels of familiarity with the subject.
- As Senior Energy Advisor focused on digital advice, expanded skillset to include: email quality monitoring and coaching to comply with contracted customer service requirements; liaising with external referral partners; and dealing with customer complaints and escalations.
- As Sales Advisor with Maplin Electronics, worked closely with the public in a fast-paced retail environment to deliver high quality customer service.
- Highly passionate and self-directed learner in a range of topics and interests.
Overview
14
14
years of professional experience
1
1
Certification
Work history
Senior Energy Advisor
Changeworks; delivering Home Energy Scotland
Inverness, Highland
11.2022 - 04.2026
- As digital-focused Senior, I have sole responsibility for quality monitoring and coaching delivery of email advice, ensuring all digital advice delivered by advisors and myself meet contracted quality and SLA targets.
- Manage email queue by working with colleagues to ensure customer enquiries are answered in a timely manner.
- Using CRM and Excel to collate and send weekly referrals to multiple referral partners, complying with GDPR throughout.
- Storage of referral records on shared cloud drive for later reference.
- Deal with customer complaints and escalations, chasing contact with referral partners where necessary.
- Meeting with our managing partner to discuss changes and improvements to national email templates and ensuring advisors are using up-to-date versions.
Energy Advisor
Changeworks
Inverness, Highland
12.2020 - 11.2022
- Delivered exceptional customer service by phone and email by listening to concerns, answering questions, and providing free & impartial advice tailored to personal circumstances.
- As Digital Champion, had responsibility for digital advice provision and led the Smart Meter Advice Service for our centre.
- Over the energy crisis, had exclusive responsibility for our email queue, dealing with an extremely high volume of enquiries, requiring strong time management skills and sensitivity to the urgency of different householder issues.
- Provided behaviour-change advice to householders, often engaging with customers in fuel poverty or who were otherwise vulnerable to ensure relevant support was delivered.
- Presented and explained energy efficiency, micro-renewables, and low-carbon transport schemes to householders, landlords and tenants, and referred them for schemes and/or partner organisations where relevant.
- Ensured advice met quality and SLA targets, and all data collected was GDPR compliant.
Customer Sales Advisor
Maplin Electronics
Inverness, Highland
06.2012 - 08.2016
- Warmly greeted customers to establish positive first impressions, enhancing in-store experiences.
- Established customer purchasing needs, offering personalised guidance with product and accessory selection.
- Processed payments promptly and precisely using Point Of Sale (POS) systems, minimising customer waiting times.
- Retained customers by building rapport and delivering tailored product recommendations.
- Assisted customers with product returns, converting refund requests into exchange opportunities to maximise store revenue.
- Maintained store standards to uphold clean, professional appearances.
Education
Master of Arts - Philosophy
University of Glasgow
05-2020
Scottish Qualifications Certificate -
Culloden Academy
InvernessSkills
- Excellent communication
- Problem solving and logical reasoning
- Extensive customer service experience
- Interpersonal Skills
- Client management technologies
- Timescale management
- Office 365 proficient
- Team supervision
- Self-motivated in work and continuous learning
Certification
Carbon Literacy Project
Carbon Literacy Certification
City and Guilds
Energy Awareness 6281-01 Cert.
Changeworks
Domestic Renewable Energy Certificate, SCQF Level 7 /
Home Energy Scotland Advisor Induction Programme, SCQF Level 6
Cumbria Woodlands
Ancient Woodland Restoration CPD v2
Institute of Chartered Foresters
UKFS 5th Edition e-learning course
Public Health Scotland
Scotland's Mental Health First Aid course
References
- Magdalena Wydrych, Operations Manager with Changeworks; magdalena.wydrych@hi.homeenergyscotland.org
- Claire Clayton, Advice Team Manager with Changeworks; claire.clayton@hi.homeenergyscotland.org
Timeline
Senior Energy Advisor
Changeworks; delivering Home Energy Scotland
11.2022 - 04.2026
Energy Advisor
Changeworks
12.2020 - 11.2022
Customer Sales Advisor
Maplin Electronics
06.2012 - 08.2016
Master of Arts - Philosophy
University of Glasgow
Scottish Qualifications Certificate -
Culloden Academy