Role description
The purpose of the role is:
- To provide generalist advice with a focus on energy (traditional and low carbon technologies) and income maximisation, to clients particularly to those who are in or at risk of fuel poverty. This will be 1-2-1 advice via different channels, e.g., telephone, face to face, and digital.
Our ideal candidate will have experience of delivering advice to vulnerable clients facing financial hardship.
The Energy Advisor will:
- Provide advice and information to clients on a 1-2-1 basis, primarily by telephone, but also digital channels and face to face, to help them manage their home energy with specific focus on income maximisation, energy efficiency, heating solutions, smart and low carbon technologies, and the behavioural changes they can take to help their individual situation,
- Ensure income maximisation through benefits entitlement check, non monetary debt assistance, and signposting to energy grants
- Refer client internally within Coventry Citizens Advice services or signpost to other specialist agencies, the local authority or partners as appropriate
- Ensure where possible advice leads to positive outcomes for the client, enabling them to feel more confident in their understand of energy issues,
- Attend outreach events to promote the CCA Energy Service and follow-up individual client queries,
- Provide peer support to other generalist energy advisers within the CCA Energy team.
- Undertake any other tasks that may be reasonably required by the employer within the role.
In addition to client-facing advice work, the Generalist Advisor will:
Service output
- Ensure the delivery of individual targets and support the delivery of the wider targets for the Energy Project team
- Provide statistical information related to project’s performance in-line with funder requirements.
Administration
- Maintain detailed case records using the Casebook system, meeting the requirements of the Operational Policies, and Citizens Advice’s Advice Quality Standards (AQS),
- Ensure all data and service information is communicated promptly and that client information is stored securely in-line with CCA Information Assurance and data protection policies,
- Maintain a high level of quality advice through active involvement in independent file reviews across all CCA services. Continuous professional development
- Be an active member of relevant energy forums, for example the Citizens Advice Energy Workplace group,
- Engage in continuous development of skills as a competent generalist adviser, with a focus on understanding of needs of the client group including undertaking energy advice modules on Skillbook,
- Attend internal and external training as agreed with the Energy Team Leader.
Health and Safety & Research and Campaigns
- Comply with all relevant CCA Health and Safety Policies and Procedures.
- Support Citizens Advice research and campaigns work by providing case studies and feedback on issues of concerns and trends identified.
How to Apply
Please complete the application form available on our website and email your completed application to [email protected].
You can access the application form here: https://www.coventrycitizensadvice.org.uk/job/energy-adviser-2/
Please note: We do not accept CVs. Only completed application forms will be considered.
Please note that when shortlisting we base our scoring and decision making on the answers you provide in Section 2 of the application form.
This section allows you to provide evidence of your experience, knowledge, skills, and abilities that are relevant to the role as described in the role profile.
Selection is based on an assessment of the evidence you provide against the requirements of the role as set out in the person specification. It is important that you tailor your response to clearly demonstrate how you meet each requirement.
No assumptions will be made about your achievements and abilities.
Please note that there is a word limit of 200 words per question.
A useful guide is the S.T.A.R. method:
- Situation – give a specific example
- Task – briefly describe the task/ objective/ problem
- Action – tell us what you did
- Results – describe what results were achieved.
Please provide recent work examples wherever possible. However, do remember that relevant examples from other aspects of your life, for example voluntary or unpaid work, school or college work, family or home responsibilities, can also be given.
Pay: £26,798.00 per year
Work Location: Hybrid remote in Coventry
