Energy Adviser

Job Description North & West Gloucestershire Citizens Advice are looking for an enthusiastic individual to join our team and make a real difference to their community. This is an opportunity for you to join an established charity that has an excellent reputation for the provision of high- quality advice and is a great place to work. You’ll be part of a team committed to working together and with partner agencies to achieve the best outcomes we can for our clients.

The role

Company Benefits

Pension: Contribution of 7% based on 4% employee contribution

Employee Assistance Scheme: Health Assured

Birthday Leave: Take a day to celebrate your annual personal milestone. This leave does not form part of your annual leave entitlement.

Christmas Closure: Our office will be closed between Christmas and New Year’s, and these days won’t count towards your holiday entitlement.

Location: Our office in either Gloucester, Cheltenham or Cinderford, or home based. We are offering a hybrid model of working for all staff.

Reports to: Money Advice & Energy Team Leader

Purpose of the Role

• The purpose of the role is to deliver advice, with a particular focus on energy advice and benefits advice, to clients across North & West Gloucestershire.
• To contribute to the charity’s work in reducing the impact of fuel poverty and supporting vulnerable clients.
• To work in conjunction with Citizens Advice (CA) colleagues (other Energy Advisers, Session Supervisor, Welfare Rights Advisers, Money Adviser, Generalist Advisers), to ensure that the charity provides holistic quality advice and support which meets the needs of clients.

Role profile
➢ Provide advice to clients by phone, email, video call, and face-to-face in the bureau office, other community venues and at home visits (based on client need).
➢ Provide energy efficiency advice to support clients to understand and reduce their energy consumption and energy bills; and refer clients as appropriate to schemes for the installation of energy efficiency measures such as insulation.
➢ Assist clients to resolve billing issues and support clients to consider “switching” supplier where appropriate.
➢ Support vulnerable clients to access additional support from their energy supplier including Warm Home Discounts and the Priority Services Register.
➢ Support vulnerable clients to tackle fuel debt; and support clients to access emergency support if required.
➢ Provide support for income maximisation through the promotion of social security benefit checks. Following training, support clients to complete social security benefit applications.
➢ Provide general advice as required and refer clients as appropriate within Citizens Advice for specialist advice (e.g. Welfare Rights, Money Advice, Housing Advice etc).
➢ Refer clients to external agencies as appropriate for additional advice and support
➢ Negotiate and mediate with appropriate agencies including energy suppliers on behalf of clients.
➢ Conduct client interviews using sensitive listening and questioning skills to allow clients to explain their problems and empower them to set their own priorities. Explore clients’ circumstances and support needs considering language barriers, accessibility needs and issues around digital access and ability.
➢ Carry an ongoing caseload and keep comprehensive records of casework which meet audit requirements of Citizens Advice for Information and Advice and relevant funders’ requirements. Keep all records confidential, safe and accessible for future retrieval.

➢ Be responsible for the recording, collation and reporting of statistical and qualitative data in line with the requirements of Citizens Advice and of other funders.
➢ Promote and market the Energy Advice service through the use of local publicity, the media, social media, awareness raising events, partnership working etc.
➢ Participate in continuous professional development to ensure skills and knowledge are sufficient to carry out the role.
➢ Contribute to the bureau’s social policy work at both a local and national level.
➢ Undertake any other work, consistent with the purpose of the post and/or the aims of the Bureau, as directed by the Chief Officer.

Person specification

Essential Criteria

1. An understanding of and commitment to the aims, principles and policies of the Citizens Advice service.
2. Experience of providing advice to the Advice Quality Standard or the willingness and ability to undertake training.
3. Knowledge of relevant legislation, documentation, rules and regulations relating to energy advice.

4. An understanding of the skills and techniques used in interviewing clients both face- to-face and by telephone as well as in their own home.

5. Good oral communication skills and the ability to communicate well with a wide cross section of people including members of the public, statutory and non-statutory agencies.
6. The ability to monitor and maintain own standards, prioritise work and meet deadlines and targets.
7. An organised approach to work and the ability and willingness to follow set procedures concerning casework and file management.
8. A flexible approach and the ability to work as part of team as well as on own initiative.
9. The ability to research, analyse and interpret complex information and numeracy skills at the level required to undertake the role effectively.
10.The ability to use ICT effectively to access information; record statistics; maintain accurate case records and promote and develop the service.
11.A commitment to continuing professional development.

Want to chat about this role?

If you want to chat about the role further, you can contact Fiona via details to the right of this advert.

Applying for this post

To apply for this post, please complete our application form, which can be found on
our website, by clicking on Apply Now. 

In accordance with Citizens Advice national policy, we may require the successful candidate to be screened by the DBS. However, a criminal record will not necessarily be a bar to you being able to take up the job.