Title of Post: Adviser-Crisis and Energy Department Responsible to: Energy Team Leader Salary: £23,144 per annum (pro-rata) Hours: 37 hours per week Monday to Friday Locations: Office Based in Great Yarmouth Annual Leave: 20 days plus bank holidays Pension: 4.5% contribution Norfolk Citizens Advice is seeking a dedicated Adviser to join the Crisis and Energy Department. The Role: The Energy Adviser will provide energy advice to vulnerable consumers/clients who are struggling to pay their bills. Energy advice includes advice on fuel options, tariffs and energy grants, as well as energy efficiency advice, with the aim of reducing their bills. Key Responsibilities:
- Understanding tariffs, bills and fuel options including switching methods
- Providing advice on energy efficiency measures, thermal efficiency measures, and identifying grants available including ECO
- Providing benefit entitlement checks and/or assistance in claiming benefits
- This includes checks for eligibility and applications for Warm Home Discount
- (WHD), rebates available from energy suppliers and the Priority Services Register
- Support with complaints or customer service issues with an energy company
- Advice on dealing with and reducing fuel debt, including accessing financial support to pay off fuel debts through charitable grants, and ongoing payment plans. This is aimed at giving clients long-term relief from fuel poverty
- Providing financial assistance to be spent towards energy bills, including rebates, to households that are particularly at risk of fuel poverty or in emergency situations
- Smart Meter advice
- It will be a requirement for staff working on EAP to complete all 6 modules of our energy training programme.
Satisfactory clearance of a Disclosure and Barring Service check (DBS) is required. Person specification Essential Criteria
- A sound working knowledge of providing energy advice
- Knowledge of home energy efficiency, renewable energy and low-carbon technologies
- Experience working with people with multiple and complex needs
- Ability to work without supervision and prioritise workload
- Experience in using a range of IT tools to carry out your work, including case management systems, Microsoft Office applications, online applications, the internet and email etc.
- Excellent oral and written communication skills, including the ability to communicate complex information in a clear and accessible manner
- Excellent organisational skills
- A proven ability to work effectively with a wide variety of stakeholders
- A commitment to the aims, principles and policies of Citizens Advice
- Ability to operate as a team player and communicate effectively with colleagues and managers
- Ability to use telephony and IT systems to deliver services across multiple channels (face-to-face, web chat and telephony) and the ability to use bespoke systems including online referral systems and the Citizens Advice “Casebook” system.
Desirable Criteria:
- Completion of Citizens Advice Adviser Training Programme
- Qualification in Energy Advice for example City & Guilds Energy Awareness
- Renewable Energy
- Delivery of community projects
- Project and event management
- Public speaking
- Basic knowledge of multiple enquiry areas to aid with identifying emergencies and making referrals where appropriate
Additional requirements Ability to travel to locations within Norfolk to attend appointments, meetings and events. Citizens Advice is committed to equal opportunities both in service provision and employment. We offer our staff: Ongoing support and professional development 4.5% employer pension contribution Opportunity for flexible working Employee Assistance Programme 20 days annual leave plus bank holidays (pro rata)