Administrator - The Energy Project

Job Description

Salary: £9.30 per hour (£17,893 pa pro rata)

Hours: 21 hours per week 

Responsible to: Energy Project Team Lead

Role Purpose: To provide administrative support to the Energy Project and other staff and volunteers within the organisation as required.

The Citizens Advice Service

The aims of the Citizens Advice Service are:

  • To provide the advice people need for the problems they face  
  • To improve the policies and practices that affect people’s lives.  

The Citizens Advice Service provides free, independent, confidential and impartial advice to everyone on their rights and responsibilities.  It values diversity, promotes equality and challenges discrimination.  

In furtherance of its aims the service follows policies of non-discrimination and seeks to be an Equal Opportunities Employer.

The Energy Project provides advice and information on a range of energy related issues including reducing energy costs through tariff comparison and switching, income maximisation, addressing debt or payment issues and promotion of energy saving measures. 

Funding from the Energy Savings Trust via the Energy Redress Scheme is allowing us to develop our energy offer in partnership with Northumberland County Blind Association.  Through this partnership, we will provide a home visiting service to target households not currently engaged in existing services of support, due to rural exclusion and physical and/or mental health conditions and/or disabilities, and in particular those suffering from sensory deprivation. 

Main Duties and Responsibilities:

Administration and casework support

  • Be the single point of contact for Energy Project queries and referrals
  • Book and/or change appointments as required
  • Set up cases on the Citizens Advice CRM system
  • Manage the diaries of advice workers
  • Liaise with partners to arrange home visits
  • Undertake risk assessments before home visits take place
  • Update client case records according to the relevant guidance and as necessary
  • Prepare letters and other documents on behalf of advice workers
  • Answer, action or forward incoming letters, calls and emails to the relevant team member
  • Ensure all activity undertaken follows the guidelines of the organisation and its funders

Learning and development

  • Keep up to date with internal policies and procedures and undertake appropriate training
  • Prepare for and attend relevant supervision sessions  and team meetings as required 

Other duties 

  • Uphold the aims, policies, and membership requirements of Citizens Advice 
  • Abide by health and safety guidelines and share responsibility for own safety and that of colleagues
  • Adhere to the organisation information assurance policies and procedures and report any breaches or incidents of non-compliance
  • Undertake any other duties that are consistent with the level of the post and ensure the effective delivery and development of advice services

Essential Requirements:

Essential requirements

  1. An understanding of and commitment to the aims, principles and policies of the Citizens Advice service.  
  2. Recent and substantial experience of providing administrative support in an office environment.
  3. An understanding of the problems and issues facing the local community and  their implications for clients and service provision.
  4. A willingness to learn and the ability to develop quickly.
  5. Sensitivity towards the needs of others and a friendly and approachable manner, particularly on the telephone.
  6. Excellent oral communication skills and the ability to communicate well with a wide cross section of people including members of the public and statutory agencies.
  7. The ability to draft routine correspondence and to write clearly and precisely.
  8. Experience of maintaining and developing office systems.
  9. An organised approach to work and the ability and willingness to follow set procedures.
  10. The ability to work on own initiative, prioritise work and meet deadlines under pressure.
  11. A flexible approach and the ability to work as part of a small team 
  12. The ability to use ICT effectively to access information; record statistics; maintain accurate case records and promote and develop the service.

Further Details/Contact Information

  1. This is a fixed term position for 2 years subject to funding.
  2. The post holder will be based in our South East Remote and Digital Advice Hub, Ashington
  3. Normal hours of work for a full-time worker are Monday to Thursday 9.00am to 5.00pm and Friday 9.00am to 4.30pm with a 30 minute unpaid break. 
  4. Travel expenses will be paid on authorised business.
  5. Closing date for applications is: 9.00 am 10th August 2020
  6. Interviews will be held: week commencing 17th August 2020
  7. An application form and more detail can be obtained from Rachel Turnbull: