Energy Telephone Adviser

Job DescriptionTo provide energy advice to clients through a dedicated telephone service, or through direct referral.To identify areas for clients to save money around their energy costs and other outgoings and provide advice or information on other services as relevant to the clients situation.To work within the aims, policies, and principles of the Citizens Advice service.ResponsibilitiesTaking telephone calls from clients seeking energy advice.Speaking with clients referred into the service through other channels.Exploring appropriate options to help clients reduce their outgoings.Assisting clients with other queries relating to their situation (such as onward referrals into Citizens Advice Ipswich specialist welfare benefits or debt support teams).Conducting client appointments using sensitive listening and questioning skills, allowing clients to explain their situation, identifying any barriers and empowering clients to set their own priorities by agreeing next steps.Accurately record advice support on Casebook, using the projects process protocols.Working to the quality levels needed to uphold Citizens Advice Quality of Advice.Managing and organising own work to ensure the client journey is supported as per funder requirements.Completing work in line with the organisations systems, policies and procedures.Ensuring customer satisfaction levels and KPIs are achieved as per funder expectations.QualificationsGCSE Grade C Maths and English or equivalentHas excellent verbal communication skills to be able to understand information and talk to people from all backgrounds.Ability to discuss personal and sensitive information with clients in a confident, respectful and non-judgemental mannerExcellent written communication skillsStrong organisational skills and attention to detailNumeracy skills and the ability to work with numbers, performing simple calculations and understanding the data.Knowledge of personal finances and standard areas of household expense. Awareness of current GDPR legislation.Proficient with Microsoft Office packages (intermediate level) such as Word and Excel.

Created: 2025-07-04