· To 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 client’s situation.
· To work within the aims, policies, and principles of the Citizens Advice service.
Responsibilities
* Taking 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 project’s 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 organisation’s systems, policies and procedures.
* Ensuring customer satisfaction levels and KPIs are achieved as per funder expectations.
Qualifications
* GCSE Grade C Maths and English or equivalent
* Has 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 manner
* Excellent written communication skills
* Strong organisational skills and attention to detail
* Numeracy 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.