Energy Advice worker

Job Description

Salary: £24,102 depending on experience

Hours: As part of our commitment to being a flexible employer, applications are welcomed from candidates who are able to offer up to 37 hours a week.

Responsible to: Energy Project Team Lead

Role Purpose: To support the development of The Energy Advice Project by providing advice and information on energy related queries.

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. 

Successful candidates will be required to complete the City and Guilds Level 3 Energy Awareness award if not already held. 

Main Duties

Advice and information

    • Deliver energy related information and advice to clients using a variety of delivery methods including face- to-face, telephone and email as appropriate.  
    • Undertake outreach and home visiting appointments as required.  
    • Act for clients as necessary by undertaking calculations, negotiating with third parties, completing applications, drafting and writing letters.
    • Refer clients on to colleagues or other agencies as appropriate for specialist help with issues that fall outside the remit of the role.
    • Maintain standards of service delivery and ensure that casework conforms to the organisation’s system and procedures and the Advice Quality Standard.
    • Maintain case records for the purpose of continuity of casework, information retrieval, statistical monitoring, report preparation and quality checking. 
    • Comply with the systems for monitoring and reporting on client satisfaction and the outcomes of advice.

Research and campaigns

  • Participate in research and campaigns activity by providing information about clients’ circumstances and taking action on behalf of clients.  
  • Keep up to date with current research and campaigns issues.
  • Assist in the identification of areas for development and priorities for future campaigns.

Learning and development

  • Keep up to date with legislation, policies and procedures and undertake appropriate training.
  • Read relevant publications to maintain knowledge and expertise.
  • Prepare for and attend relevant supervision sessions / staff meetings / project meetings / Trustee Board meetings as required. 

Service development

  • Comply with all systems for monitoring and reporting on client satisfaction and the outcomes of advice. 
  • Develop and maintain comprehensive local resources which identify other sources of help and support and enable effective signposting and referral. 
  • Help to raise and maintain awareness of the project through the design and distribution of publicity material and through talks and presentations. 

Other duties 

  • Uphold the aims, policies, and membership requirements of Citizens Advice. 
  • Liaise and develop links with statutory and non-statutory organisations and represent the Citizens Advice service on outside bodies as required.   
  • Comply with all monitoring and reporting requirements and provide progress reports for senior managers, the Trustee Board, Citizens Advice, and project funders as required.  
  • Abide by health and safety guidelines and share responsibility for own safety and that of colleagues.
  • Adhere to the organisation’s 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 the organisation’s services.

Person Specification

Essential Requirements

  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.
  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 communicate effectively in writing with particular emphasis on negotiation and representation skills and on preparing letters and reports. 
  7. The ability to monitor and maintain own standards, prioritise work and meet deadlines and targets.
  8. The ability to give and receive feedback objectively and sensitively and a willingness to challenge constructively.
  9. An organised approach to work and the ability and willingness to follow set procedures concerning casework and file management.
  10. A flexible approach and the ability to work as part of a small team as well as on own initiative.
  11. The ability to research, analyse and interpret complex information and numeracy skills at the level required to undertake the role effectively.
  12. The ability to use ICT effectively to access information; record statistics; maintain accurate case records and promote and develop the service.  
  13. A commitment to continuing professional development.  
  14. The regular use of a car for work purposes including home visiting and outreach.

Desirable Requirements 

  1. The Citizens Advice Certificate in Generalist Advice.  
  2. City and Guilds Level 3 in Energy Advice

Further Details

Further Details – Advice Worker – Energy Project

  1. This is a fixed term position for 2 years subject to funding.
  2. The post holder will have an office base but will be expected to work on a county wide basis if necessary to meet the needs of the service.        
  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:  9.00am Monday 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:


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