Job Description
Energy Adviser Vacancy
—————————————————————————————————————–
- Job Title: Energy Adviser
- Salary: £24,054 pro rata, rising to £24,496 on achieving competence
- Hours: 37.5 hours (FTE) – part-time hours will be considered
- Working Schedule: to be agreed. May include occasional working, outside of normal office hours e.g. Saturdays between 8am and 12 noon, on a rota.
- Responsible to: Energy Supervisor
- Location: Carlisle and/or remote working
- Key Relationships: Energy Supervisor, Advisers, Volunteers, Business Support Team
- Interviews: 13th June 2023
- Start date: August 2023
- Term: Permanent in line with funding, currently to end of March 2026
- Annual Leave: 25 days per year (in addition to bank holidays)
——————————————————————————————————————–
HOW TO APPLY
To apply, please send an up to date CV to [email protected] and complete the electronic Application Form, which can be accessed via Indeed ("Apply on company site") or found at www.ca-ce.org.uk/join-us
- Application deadline: 9am Monday 03 July 2023
- Interviews: 12 July 2023
—————————————————————————————————————
ROLE PROFILE
Context of Role
You who will receive referrals from our dedicated contact centre. These cases require more in-depth investigation to fully understand the issue before giving tailored advice to help resolve the issue or refer the clients to other members of our energy team or signpost to external agencies.
Role Purpose
- Receive referrals from Tier One when a customer requires more time to understand their enquiry or more detailed advice is required on a range of issues.
- Provide efficient advice and assistance with the aim of resolving the client’s needs at the earliest opportunity or referring on to other internal or external sources of support.
Main Duties and Responsibilities
- Staff the telephone/webchat system during the service opening hours.
- Conduct in-depth interviews to explore the client’s situation and provide tailored advice and/or act on behalf of the client to ensure the issue is resolved at the earliest opportunity.
- Collect and record all relevant information on the appropriate case recording system, to meet monitoring and evaluation requirements.
- Work collaboratively with volunteers and staff and where needed, provide day-to-day support and guidance.
- Work flexibly and be prepared to undertake other reasonable duties and responsibilities, as directed by your line manager or management team
- Be willing to undertake training as required for the job
- Uphold the aims and principles of the Citizens Advice service and its equal opportunities policies
Other requirements of the role
An understanding of positive workplace values and behaviours with the ability to contribute to an adaptable, respectful and responsible organisational culture in line with our values and Behaviour Framework.
An ability and willingness to work flexibly between 8am–8pm on a rota basis and occasional Saturday mornings between 8am-12pm when required.
Ability and willingness to work as part of a team and a commitment to collective team responsibility.
Understanding of, and commitment to, the aims and principles of the Citizens Service in which equality and diversity is embedded throughout.
Awareness that Citizens Advice clients are at the heart of everything we do.
——————————————————————————————————————–
PERSON SPECIFICATION
Essential
A minimum of 6 months recent experience of giving information/guidance to clients in the public or voluntary sector, either face-to-face or on the phone.
Experience of working without close supervision with ability to work to deadlines and to manage time effectively to ensure targets are achieved.
Experience of listening and questioning with an ability to manage challenging situations.
An ability to conduct short, focused interviews, analyse information and identify the best next step for clients in a relatively short space of time.
Excellent communication and interpersonal skills, including ability to liaise and communicate effectively with clients, third parties and colleagues at all levels.
Excellent IT skills.
An ability to work effectively and collaboratively both within a small team and also as part of the wider organisational team.
A willingness and ability to adapt to a varied and fast-paced working environment while ensuring that any allocated work is completed.
A demonstrable commitment to personal development and learning new skills and abilities.
Desirable
Completion of the Citizens Advice Adviser Learning Programme or NVQ Level 3 in Energy Awareness
An understanding of current issues facing disadvantaged groups in society, including fuel poverty (experience of supporting clients with these types of issues would be an advantage) and their effect.
An understanding of the benefit system and benefit entitlement.
Job Types: Full-time, Part-time, Permanent
Part-time hours: 37.5 per week
Salary: £24,054.00-£24,496.00 per year
Benefits:
Schedule:
- Monday to Friday
- Weekend availability
Work Location: Remote
Reference ID: CACE Energy Adviser
Expected start date: 01/08/2023