Energy Advisers (Experienced) Full or Part-time
Hours: Full-time (37.5 hours per week) preferred
Contract: Permanent
Location: CAML charity offices and outreach venues
Salary (pro rata for part time): From £26,500 per annum, dependent on experience, for accredited Advisers
Annual Leave: 25 days (pro rata for part time), Charity Day, plus public holidays
Pension: The charity operates a pension scheme
The charity offers an employee assistance programme
Deadline: 6pm, Friday 13th December 2024
Do you want to support individuals and families in our local community to improve their home’s energy performance with the overall goal of reducing the number of Merton and Lambeth residents who live in fuel poverty?
Are you looking for a role with a professional, supportive and expanding advice charity with over 80 years of experience working in South West London?
If so please read on:
Citizens Advice Merton and Lambeth (CAML) is the leading advice charity supporting individuals and families across the London boroughs of Lambeth, Merton but also wider London. We provide a range of information, support and advice services. We also work to raise awareness and understanding of the challenging issues affecting our clients and communities.
Owing to charity expansion, we are looking for advisers with experience in providing energy advice. If you have at least one year’s experience of working in an advice support organisation, are passionate about supporting individuals and families in need and interested in joining a dedicated, professional team we would love to hear from you.
The successful candidates will have excellent interpersonal skills and be able to work flexibly with clients and for the charity skills and experience to provide high quality energy information and advice. You will be meticulous in your work, especially when supporting clients and maintaining case records for continuity of follow up advice and casework. You will also be very well informed with regard to legislation, case law and policy changes relating to advice and benefits.
You will help clients to maximise their income, provide education around energy-saving techniques and support with energy debt issues including billing, applying for grants and setting up payment plans.
Main duties and responsibilities
Deliver comprehensive energy advice directly to clients via face to face and telephone appointments
Ensure income maximisation for clients through the take up of appropriate welfare benefits.
Commit to ongoing training/development as requested by the charity
Use your interpersonal skills to explore, listen and understand complex problems as they affect each individual and tailor your approach to advice accordingly
Provide a clear plan of action and follow-up on actions relating to cases as appropriate
Identify and escalate serious problems, including safeguarding, appropriately
Ability to work to own initiative within a team environment. Work closely with service colleagues and wider CAML team
Support clients in CAML offices and outreach venues
Promote the Energy Advice Service within the local community
Monitoring Quality and Case Recording
Ensure all client engagement and support is comprehensively and accurately recorded
Review your work, and monitor quality standards, as per the Citizens Advice quality framework
Ensure data protection regulations are adhered to and office procedures followed
Work with your line manager and senior managers to develop and improve services, and your own standards
Other Duties and Responsibilities
With the wider charity team and other organisations, ensure clients are supported with related advice issues
Ensure all work is fully compliant with our policies and procedures and Citizens Advice Quality Standard
Assist and contribute to the charity’s communications, research and campaigns work
Maintain positive working relations with our stakeholders
Professionally represent Citizens Advice Merton and Lambeth
Other duties as requested by your line manager, senior manager and Chief Executive
Research and campaigns
Support the R&C team on any campaigns the team is working on.
Professional Development
All of our team receive comprehensive induction to the charity and our work. We support Advisers in their professional development to ensure we’re up to date with recent legislation, case law, policies and procedures relating to benefits and debt and undertake appropriate training as agreed with your line manager.
Person Specification
Generalist Adviser certificate (Citizens Advice or equivalent)
Complete NEA Energy Awareness (Level 3) or relevant energy training or willing to complete it together with relevant energy/advice trainings
An understanding of the energy sector and providing advice to Clients, including those in financial difficulty
Experience of using client management databases (we use Casebook)
Fantastic communication skills
Ability to prioritise work, meet deadlines and manage caseload
IT competency and experience
Ability and willingness to work as a team
Understanding of and commitment to the aims, principles and values of Citizens Advice service
This job description and personal specification does not form part of any contract.
If you’re interested in the role and joining us, we would be delighted to hear from you. Please send the completed application form (together with equality monitoring information) to recruitment@caml.org.uk (please note we will not consider CVs for this role).
The deadline for applications is 6pm, Friday 13th December 2024.
If you do not hear from us, we are afraid your application was unsuccessful.
We reserve the right to close applications early if we receive sufficient applications for the role.
We are registered with the Information Commissioner's Office and will process your personal data in accordance with the General Data Protection Regulation and Data Protection Act 2018. Please refer to our online Privacy Policy at www.caml.org.uk for more information on how your personal data will be processed and store.