Interviews will take place on 2 April 2026.
About the role
Advice Giving
* Deliver a multi-channel advice service, including home visits, to clients regarding their energy needs and income maximisation support, ensuring advice provided meets the requirements of Citizens Advice quality standards.
* Ensure all case recording and other record keeping is completed within agreed timescales and conforms to the Office Manual and the Advice Quality Standards
* Use sensitive listening and questioning skills in order to allow clients to explain their problem(s) and to identify the next course of action.
* Use a range of information sources to find relevant information, then interpret and communicate this to clients, enabling them to tackle fuel poverty and financial hardship for the long-term.
* Assist clients with other related problems where they are an integral part of their case and refer internally or to other specialist agencies as appropriate.
* Meet the individual performance targets set as part of this project.
Research & Campaigning
* Take an active role in the research and campaigns process by identifying trends and social policy issues and communicating these to the Project Supervisor and Research & Campaigns Co-ordinator.
* Keep up to date with current research and campaigns priorities, initiatives and plans.
Administration
* Collect and record all relevant information given during interviews on to Casebook to meet the monitoring and evaluation requirements of the project.
* Be self-administering and undertake general administration tasks e.g. taking messages; photocopying, collating, filing; processing post etc.
* Pass the City and Guilds NEA Level Energy Awareness exam within 2 months of starting the role.
* Keep up to date with relevant energy advice issues and maintain an up to date working knowledge of all new relevant legislation through:
o Attending training opportunities.
o Reading monthly subscriptions, relevant publications and Citizens Advice Updates.
* Prepare for and attend supervision sessions/team meetings/staff meetings/forums, as appropriate.
* Identify and implement your own learning and development needs.
Other duties and responsibilities
* If required, work from a variety of Citizens Advice Liverpool outlets across the city as required over the course of the week.
* Promote the aims, policies, and membership requirements of the Citizens Advice service.
* Ensure all processes and procedures that relate to the responsibilities of the role are delivered with a high level of awareness of the organisation’s equality and diversity ethos and policies.
* Abide by health and safety guidelines and share responsibility for own safety and that of colleagues.
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