Energy/Generalist Advisor

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Purpose of the Role

Provide high-quality, free, confidential and impartial advice to clients across a range of issues, including Energy, benefits, housing, employment.

Key Responsibilities

• Carry out client interviews face-to-face, by telephone and digitally to identify problems, priorities and desired outcomes.
• Explain clients’ rights, options and possible consequences clearly and sensitively, empowering them to make an informed decision.
• Manage a caseload of energy advice cases, including follow-up work where required. This can include complaints to Energy providers and the Ombudsman.
• Complete application forms, draft letters and complaints.
• Refer clients to specialist advisers, internal services or external agencies as needed
• Maintain accurate, timely and confidential case records using Citizens Advice Casebook system.
• Work in line with Citizens Advice policies, procedures and quality standards.
• Identify safeguarding concerns and follow appropriate safeguarding procedures.
• Keep advice knowledge up to date through training, supervision and self-directed learning
• Contribute positively to team working, service improvement and organisational objectives

Person Specification

Essential

• Experience in advice-giving or customer support (e.g., call centre, community outreach or within Citizens Advice)
• Ability to manage workload independently and meet targets
• Strong communication and interpersonal skills
• Commitment to equity, diversity, and inclusion
• Willingness to undertake NEA Level 3 Energy Awareness training
• Willingness to undertake Citizens Advice Core Training

Desirable

• NEA Level 3 or 4 qualifications in energy awareness or decarbonising homes
• Experience working with vulnerable communities
• Familiarity with Citizens Advice systems and values
• One year advice experience within Citizens Advice

Benefits

• 6.8 weeks annual leave
• 6% matched pension contributions
• Flexible and some hybrid working options considered
• Free Parking

Please submit your CV to ***email_hidden***