Posts available: 1.
Contract: Fixed term until 31 March 2028.
Salary: £30,106 (Trainee £27,096).
Hours per week: 35 hours.
Reporting to: Head of Money Advice and Financial Inclusion Services.
Location: Flexible hybrid working, 3 days office based (Available for experienced Energy Debt Specialists only after training on the telephone platform is completed.)
Job Description
The Energy Debt Specialist will provide a high-quality inbound telephone debt advice service to clients as part of our brand new Consumer Energy Debt Advice project. This project is for clients who have energy debt (amongst others) and is intended to reduce the impact of personal debt by providing them with debt solutions.
For a trainee post, this role would suit applicants with:
* At least 6 months’ experience of delivering excellent customer service in a regulated environment such as banking, insurance, or a contact centre.
* Experience of achieving performance and quality targets/KPIs.
* An ability to work independently without close supervision and collaboratively as part of a team.
* Experience of listening and questioning with an ability to manage challenging situations.
* Commitment to training and achieving full targets and quality requirements within a 3-month period.
Equality and Diversity
All staff members are expected to demonstrate a commitment to equality and diversity. We recognise and celebrate the positive value of diversity, promote equality and challenge discrimination.
Responsibilities
* Provide advice and a limited casework service covering the full range of debt and money management advice, including breathing space, debt relief orders, bankruptcy, and debt management plans.
* Maintaining standards of service delivery and ensuring that advice and casework conforms to the Citizens Advice membership requirements, the Advice Quality Standard, and the minimum individual file review score of the Money and Pensions Service Advice Quality Framework.
* Complying with systems for monitoring and reporting purposes.
* Working collaboratively with colleagues to ensure that the service area meets key performance indicators and targets.
* Analyse and interpret complex information, communicating this effectively in writing with particular emphasis on negotiation and representation.
Research and Campaigns
* Keeping up to date and participating in current research trends and campaign issues by providing information on a client’s circumstances.
As well as a competitive salary CAL also provides access to
* Generous annual leave of 27 days plus bank holidays (with an additional day per year after 4 years’ service up to a maximum of 32 days plus bank holidays)
* Hybrid Working Scheme
* Interest‑free travel loans
* Employee Assistance Programme
* Pension Scheme
* Cycle to Work Scheme
* Enhanced maternity, paternity, and adoption leave pay
* Free VDU eye care test
* Professional and advice sector recognised training.
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