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:
* Attending training opportunities.
* 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.
Jobs are provided by the Find a Job Service from the Department for Work and Pensions (DWP).
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