Consumer Energy Debt Adviser (trainee considered)

Breath HR; Bury; Hybrid; GBP 28,000 - 38,000; Full time

Benefits offered by this job

35-hour working week

25 days holiday

Birthday day off

Pension scheme

Counselling support

Online GP and counselling

Blue Light Card

Job summary

Citizens Advice Bury & Bolton is expanding its Consumer Energy Debt Advice service. The role will be hybrid after completing training, delivering tailored debt advice primarily via telephone with potential webchat in the future.

You will join a supportive team, receive comprehensive training, and work toward high-volume targets while maintaining high-quality standards and client-focused outcomes.

Qualifications

• Experience delivering information, guidance or advice to clients.
• Experience supporting clients over the telephone.
• Strong interpersonal and communication skills.

Responsibilities

• Provide high quality tailored debt advice through one-off advice and ongoing casework to clients via telephone and Casebook records.
• Conduct effective interviewing using sensitive questioning techniques.
• Identify client money advice and debt needs and advise on suitable solutions.
• Advise on debt solutions and their implications.
• Maintain detailed case records for continuity and reporting.
• Meet KPIs and ensure compliance with FCA, MaPS and Advice Quality Standards.
• Collaborate with colleagues and external partners to provide holistic support.

Skills

Client advice

Telephone support

Interpersonal skills

Organisational skills

Professional development

Empathy

Resilience

Trauma-informed

Job description

Vacancy at Citizens Advice Bury & Bolton

Hybrid (following completion of training)

Vacancy listed 25/08/2026

Details

Citizens Advice Bury & Bolton (CABB) is a leading provider of social welfare law advice and information, supporting thousands of clients every year. We are a busy, client focused and dynamic service with a track record of delivering high quality advice face to face, over the phone and digitally.

Our communities are facing unprecedented challenges with continued rising costs. The rising cost-of-living continue to directly impact individuals and families, with more people than ever in negative budgets, debt and housing crises.

This role is part of an exciting new national project – Consumer Energy Debt Advice (CEDA) service, which is a fully digital (primarily telephone, with possible scope for webchat delivery in future) debt advice service for clients who present with at least one form of energy debt. It is intended to reduce the impact of personal debt by providing debt solutions to clients. This is expected to be a high-volume project (specific KPIs to be established), providing tailored advice over the telephone to meet client needs.

There’s no ‘average’ call – advice is tailored, and each client is treated equally. It can sometimes be a challenging role, but you will be fully trained and supported, working as a key part of an approachable and supportive team in a rewarding environment – and working alongside an established team of social welfare law advisers.

This is a fantastic opportunity for personal and professional development, where you will be fully trained and supported in this role, both through national ‘classroom’ based training, on the job shadowing and internal training, and other development opportunities, including opportunities to obtain the Certificate in Money Advice Practice (CertMAP); the leading debt advice qualification for debt advisers in England, Wales and Northern Ireland. While some knowledge and experience in advice is desirable, it is not essential due to the training provided.

To be successful in this role you will be able to work in a trauma informed manner, with a high level of accuracy and attention to detail, exhibiting excellent listening and questioning skills.

About you:

• Experience in delivering information, guidance or advice to clients/customers
• Experience of supporting clients/customers over the telephone
• Excellent interpersonal skills to engage with a diverse range of clients,
• Organisational skills with the ability to adapt, prioritise deadlines and competing tasks in a fast-paced environment,
• A genuine passion for continual professional development,
• Be empathetic, compassionate and resilient, understand how to use trauma informed approaches and be adaptable to client needs
• Be resilient and adaptable - this is a high pressured role

Key elements and tasks within this role include:

Provide high quality tailored debt advice through one-off advice and ongoing casework to clients through;

• Effective interviewing – using sensitive and questioning skills
• Identify client’s money advice and debt needs
• Identify emergency advice issues, advising/supporting on dealing with these emergency issues
• Advise and empower clients through informing of debt solutions and their implications
• Assess if grants/one-off support is available to client and advise on how to apply/support where possible
• Support clients to set sustainable budgets and maximise their income
• Empower clients to set their own priorities
• Identify vulnerable clients who require additional support and act for them where possible
• Work closely with colleagues within the organisation and external partners to provide holistic advice and support to all clients.
• Achieve performance targets required of the adviser post (KPIs) and ensure that all work meets quality standards and the requirements of FCA regulations, MaPS standards and Advice Quality Standards.
• Maintain detailed case records for the purpose of continuity of casework, information retrieval, statistical monitoring and report preparation (using national case management system Casebook).

Equality, Diversity, Inclusion & Belonging (EDI&B):

We believe inclusion is a social justice issue - a principle that underpins our EDI&B work. To that end, we particularly welcome applications from local individuals who are representative of the local communities we serve - this is not just a matter of diversity but of strategic importance to ensure our services are grounded in the realities of our communities. Please complete the anonymised EDI monitoring form using this link .

We value the people who work here. The following are included within the employee remuneration packages as standard;

• A flexible 35 hour working week (for full time employees)
• Generous holiday entitlement – starting at 25 days per year, increasing to 30 (in addition to bank holidays), pro-rata for part time
• Additional day off for your birthday
• 5% employer contribution pension scheme
• Access to 24/7 confidential telephone counselling and structured counselling support
• Access to online GP and telephone counselling services
• Enhanced family friendly leave and occupational sick leave
• Access to ‘Blue Light Card’ and other charity discount schemes