About the Role 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. Requirements Person Specification: To be appointed as an Energy Debt Specialist, you will need to have knowledge and experience of complex debt casework, covering priority and non-priority debt advice, options, and insolvency solutions. You will also need to have the Institute of Money Advisers Certificate in Money Advice Practice or MaPS Caseworker accreditation equivalent. NEA Level 3 City and Guilds Level Energy Awareness would be desirable too. OR for a trainee - at least 6 months’ experience of delivering excellent customer service in a regulated environment such as banking, insurance, or a contact centre. 2. Experience of achieving performance and quality targets/KPIs. 3. Ability and willingness to undertake training and development to comply with Money and Pensions Service and Citizens Advice quality standards. 4.Effective oral and written communication skills. 5.Numerate to the level required by the tasks. 6.IT literate with the ability to use software packages including Microsoft Office products in the provision of advice and preparation of formal written materials. 7. Ability and willingness to work as part of a team. About us Citizens Advice Liverpool is a charity that provides free, confidential and impartial advice to people who live and work in the city. We depend on a workforce of paid staff and over 120 trained volunteers. We give people the knowledge and the confidence they need to find their way forward – whoever they are, and whatever their problem. We are the leading provider of advice and advocacy services in Liverpool and have helped clients with over 106,000 issues in 2022/2023. CAL have achieved accreditation with the Workplace Wellbeing Charter, showing we are committed to improving the health and wellbeing of our workforce. We've also gained an award for outstanding contribution by an employer to workplace health and wellbeing 2022 by Merseycare NHS Foundation Trust. We've gained awards from Citizens Advice National recognising our Advising Margainalised Communities Team for championing equity, diversity and inclusion in both 2021 and 2021. We were also named volunteer team of the year in 2022.