Energy/Generalist Advisor

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

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Benefits

• 6.8 weeks annual leave

• 6% matched pension contributions

• Flexible and some hybrid working options considered

• Free Parking

Please submit your CV to sarahconnor@hertsmerecab.org.uk