Energy Adviser

This role is suitable for existing Advisers or an experienced Assessor looking for
a development role. This is a fixed term contract as the national Energy Advice
Project contracts come to an end in March 2025, with possibility of extension
depending on the funding.

Development and support
- Access to a comprehensive portfolio of in-house bespoke training as well
as national Citizens Advice training sessions
- Performance Review meetings and ongoing supervision
- Supported development of Energy Advice knowledge
- Trainee's are scheduled 2 days training per month to work towards
certification, One-to-One Energy Advice
- Provide advice and information to consumers on energy saving methods,
energy bills clarification, energy grants and rebates, meter issues,
switching advice and energy efficiency.
- Provide advice on benefits eligibility, with referrals to other internal
specialist project where appropriate
- Provide advice on energy debts and energy trust fund schemes, with
referrals to our debt team where appropriate

Casework

- Deliver advice, information through face to face appointments as well as
possibly through digital/telephone channels
- Interview clients using sensitive listening and questioning skills in order to
allow clients to explain their problem(s) and empower them to address
their problems
- Use the Citizens Advice Information System to find, interpret and
communicate the relevant information
- Meet project targets, keeping accurate data for statistical and reporting
purposes
- Research and explore options and implications so that clients can make
informed decisions
- Act for the client where necessary by calculating, negotiating, drafting or
writing letters and telephoning
- Be able to energy application forms to a high standard
- Negotiate with third parties such as statutory and non-statutory bodies as
appropriate
- Refer internally or to other specialist agencies as appropriate
- Ensure that all work conforms to Quality Standards
- Accurately input case records in the Case Management system for the
purpose of continuity of case work, information retrieval, and monthly
reporting of statistical data
- Provide clients with an Action Plan to record the agreed action(s) to be
undertaken by the advice worker, volunteer or the client
- Manage and deliver the caseload in a manner that complies with Citizens
Advice auditing standards
- Scrutinise and review casework to identify and address any Campaign
trends or emerging issues




Professional development
- Keep up to date with legislation, case law, policies and procedures relating
to the role and service needs.
- A commitment to continuous professional development (CPD), including a
willingness to develop knowledge and skills in required areas

Administration and project monitoring
- Use IT for statistical recording of information relating to social policy and
funding requirements, record keeping and documentation production.
Ensure IT information assurance training is complete.
- Ensure that all work conforms to agreed systems and procedures
- Provide statistical information as requested for reporting purposes on the
number of clients and nature of cases.

Planning and Organising
- The post holder will be required to manage their own workload and time
effectively and efficiently to ensure the objectives of the role and services
to clients are delivered efficiently and on time to agreed targets and
deadlines.

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 project.
- Undertake any other reasonable duties as required by the post
- Exercise duties in accordance with CAHF core values, and the aims and
principles of the Citizens Advice Service
- Exercise Discretion in the handling of Special Category data in accordance
with statutory duties of the GDPR and CAHF's applicable policies and
procedures
- Abide by health and safety guidelines and share responsibility for own
safety and that of colleagues
- Be a team player, participating and contribution to CAHF activities, and
organisational development.
- In addition to the tasks and duties outlined in this job description to
undertake such duties as may be identified and which are generally
compatible with the functions of the post.

Job description - does not constitute a 'term and condition of employment'. It is provided only
as a guide to assist the employee in the performance of their job. Employee's duties may be
varied from time to time. This job description will be reviewed regularly as part of individual and
organisational development, performance review and may be a subject to variation.
August 2024

The role holder will deliver one to one energy advice appointments to clients
face to face and via telephone. You will provide advice and information on
energy saving methods, energy bills clarification, energy grants and rebates,
switching and energy efficiency advice. Candidates will have excellent
interpersonal and communication skills for working with a range of clients. You
will demonstrate awareness of issues relating to energy advice (e.g. priority
schemes, debt, income maximisation) gained through knowledge and
experience of delivering broader generalist advice., Skills and experience Essential or
desirable

Advice Delivery

1.1 Advice certificate or the ability to work toward successful Essential
completion.

1.2 Experience of delivering one to one advice to service users Essential

1.3 Knowledge and experience of delivering energy advice Desirable

1.4 Knowledge of welfare benefits landscape Essential

Customer Service

2.1 A commitment to deliver services within the Citizens Advice Essential
principles of free, confidential, independent and impartial
advice and information.

2.2 Experience in engaging with vulnerable service users Desirable

2.3 Excellent communication skills, with good understanding of Essential
interviewing skills and general advice work

Managing Casework

3.1 The ability to prioritise tasks, to work towards project targets, Essential
meet deadlines, and to manage time effectively under own
initiative.

3.2 Self-motivated and able to work independently Essential

3.3 Ability to work under pressure to strict targets and KPIs. Essential

3.4 Ability to complete high quality case records Essential

Personal Attributes

4.1 Proactive self starter who understands when to seek Essential
supervision and support

4.2 Resilience to work in a target driven environment Essential

4.3 Non judgmental, patient and emotionally intelligent Essential

Citizens Advice Hammersmith and Fulham (CAHF) is a busy and progressive
organisation working in a diverse and vibrant community. We provide an
information and signposting service, generalist and specialist advice, undertake
campaigning, and have a thriving portfolio of national and local projects
embedded within the community.

4 things you should know about us

1. We're local .
CAHF operates out of 2 libraries in the Borough: delivering a well-developed
service offer by telephone, email, webchat and WhatsApp to over 17,000 people
a year supporting them with nearly 75,000 issues. We deliver multiple services,
many of which are embedded within community settings offering
comprehensive access points across the Borough.

2. We're also national.
We support the wider Citizens Advice network of 240 independent charities by
providing telephone and digital advice to hundreds of thousands of people
across England & Wales each year, through our Consumer Service and Money
Advice Service Contact Centres.




3. We're here for everyone.
Our advice helps people solve problems and our advocacy helps fix problems in
society. Whatever the problem, we won't turn people away.

4. We're listened to - and we make a difference.
Our trusted brand and the quality of our research mean we make a real impact
on behalf of the people who rely on us., Equality & Diversity at CAHF

Citizens Advice Hammersmith & Fulham recognises the positive value of
diversity, promotes equality and challenges unfair discrimination. We
recognise people with different backgrounds, skills, attitudes and
experiences bring fresh ideas and perceptions, and we wish to encourage
and harness these differences to make our services more relevant and
approachable. CAHF will not discriminate or tolerate discriminatory
behaviour on the grounds of race, colour, sex, transgender, disability,
nationality, national or ethnic origin, religion or belief, marital, partnership
or family status, sexual orientation, age, social class, educational
background, employment status, working pattern, trade union membership
or any other irrelevant factor in any aspect of employment.


Our values include a commitment to equality and fairness, and to valuing
each other. All our employees are expected to have read and understood
our Equality and Diversity Policy and to ensure they behave in accordance
with its principles. Breaches of the policy may lead to disciplinary action.

Dignity at Work

CAHF is committed to providing a culture in which all staff value each other
and are able to work together to their full potential in an inclusive
environment free from harassment, bullying and other unacceptable forms
of behaviour. Unacceptable behaviour in the workplace will be actively dealt
with, all complaints will be taken seriously, confidentiality will be respected
and victimisation of those that raise complaints will not be tolerated.

Our values include commitments to work together and value each other - all
our employees are expected to have read and understood our Dignity at
Work Policy and to ensure they behave in accordance with its principles. All

We value all our people and can offer a supportive culture within a charity
setting that is committed to social justice. The role has an attractive
remuneration package with terms including:
- Pension 3% employer contribution
- Holiday entitlement of 25 days annual leave plus Bank Holidays, rising
with long service to a maximum of 30 days
- Continual training and development opportunities
- Potential hybrid working on completion of probationary period (role