Energy/Generalist Advisor

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

• 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.
• 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
• Flexible and some hybrid working options considered

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

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