Citizens Advice Doncaster Borough is expanding its services to provide vital, community-based support to Doncaster residents facing the challenges of the rising cost of living and energy crisis. We are seeking a dedicated individual to deliver holistic and specialist Money & Energy advice.
As part of our team, you will empower clients to achieve the best possible outcomes by providing high-quality customer service and support, all while upholding the core aims and principles of the Citizens Advice Service. You will thrive in a dynamic environment, demonstrating both initiative and strong teamwork, and be committed to going the extra mile to make a real difference.
This fixed-term contract is initially until 30st June 2026 and is subject to continued funding. The role involves working across various locations within Doncaster.
Role purpose
* To provide Energy & Money advice to clients
* To provide advice on how to deal with Energy Debts
* To provide a high-quality advice and support services
* A Benefit Calculation as part of Income Maximisation
* Energy Efficiency support & advice
* Act for the client where necessary by calculating, negotiating, drafting or writing letters and telephoning.
* Negotiate with third parties as appropriate.
* Switching energy providers
* Information and support on the Priority Services Register
* Check eligibility and provide Information about the Warm Home Discount
* Any other possible Schemes / Grants available that can support the client with their energy issues
* Provide Advice on energy complaints and processes
* Smart Meter information / advice
* Carbon Monoxide Awareness
* To provide Financial Capability and Income Maximisation advice to clients.
* To share responsibility for compliance with the Projects targets and requirements.
* Ensure quality standards are met.
* To work effectively with other partners to deliver a seamless service to clients
* Undertake service delivery at Outreach venues as required.
* Assist clients with other related problems where they are an integral part of their case and refer to other advisers or specialist agencies as appropriate.
* To contribute to the Research and Campaigns work of Citizens Advice Doncaster Borough.
Advice
* To provide Energy & Money advice to clients on energy issues
* To provide advice on how to deal with Energy Debts, looking at wider debt issues and options, making referrals or taking action as appropriate.
* Provide General Advice and assisted information to clients on energy issues
* Empower clients to act on advice and information provided
* Act for the client where necessary by calculating, negotiating, drafting or writing letters and telephoning.
* Negotiate with third parties as appropriate.
* Ensure income maximisation through the take up of appropriate benefits.
* Provide advice and assistance to other staff across the whole range of advice issues.
* Ensure that all casework conforms to the organisation's Office Manual and the Advice Quality Standard and/or the Specialist Quality Mark as appropriate.
* Maintain case records for the purpose of continuity of casework, information retrieval, statistical monitoring and report preparation.
* Ensure that all work conforms to the organisation's systems and procedures.
Research and campaigns
* Assist with research and campaigns work by providing information about clients' circumstances.
* Provide statistical information on the number of clients and nature of cases and provide regular reports to management.
* Monitor service provision to ensure that it reaches the widest possible client group.
* Alert other staff to local and national issues.
Professional development
* Keep up to date with legislation and undertake appropriate training.
* Read relevant publications.
* Attend relevant internal and external meetings as agreed with the Team Leader and/or Line Manager.
* Assist with Service initiatives for the improvement of services.
Administration
* Review and make recommendations for improvements to Citizens Advice services.
* Maintain local information systems.
* Use IT for statistical recording, record keeping and document production.
* Keep up to date with policies and procedures relevant to organisational work and undertake appropriate training.
* Attend internal and external meetings as agreed with the Team Leader and/or Manager.
* Maintain close liaison with relevant external agencies.
Other duties and responsibilities
* Carry out any other tasks that may be within the scope of the post to ensure the effective delivery and development of the service.
* Demonstrate commitment to the aims and policies of the Citizens Advice service.
* Abide by health and safety guidelines and share responsibility for your own safety and that of colleagues.
Person specification
* Experience of providing Advice.
* Effective oral communication skills with particular emphasis on negotiating and representing.
* Effective writing skills with particular emphasis on negotiating, representing and preparing reviews, reports and correspondence.
* Ordered approach to workload and an ability and willingness to follow and develop agreed procedures.
* Understand the issues involved in interviewing clients.
* Numerate to the level required in the tasks.
* Ability to prioritise own work, meet deadlines and manage caseload.
* Ability to use IT in the provision of advice and the preparation of reports and submissions.
* Ability to monitor and maintain own standards and work as part of a wider team
* Understanding of and commitment to the aims and principles of the Citizens Advice service and its equality and diversity policies.
Desirable Criteria
* Experience of providing General. Energy or debt advice would be desirable.
* Experience of working to targets
* Experience of working in the voluntary sector would be desirable.
* Ability to give and receive feedback objectively and sensitively and a willingness to challenge constructively
* Demonstrate understanding of social trends and their implications for clients and service provision
* Have access to a vehicle and be willing to travel