Energy Debt Adviser (Trainee) – Digital Support

LLOYD'S REGISTER INTERNATIONAL; Bury; Hybrid; GBP 25,000 - 27,000; Full time

Benefits offered by this job

35 hour week

Holiday entitlement 25–30 days

Birthday day off

Pension 5%

Counselling support

Online GP and counselling

Family-friendly leave

Blue Light Card discounts

Job summary

Citizens Advice Bury & Bolton is recruiting a Consumer Energy Debt Adviser (trainee considered) to provide tailored debt advice and support to clients via telephone and digital channels.

The role forms part of the national CEDA project, offering classroom and on-the-job training including potential CertMAP qualification, with a strong emphasis on accuracy and trauma-informed approaches.

Qualifications

• 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

Responsibilities

• 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).

Skills

Telephone support

Client guidance

Interpersonal skills

Organisation skills

Professional development

Empathy & resilience

Trauma-informed

Adaptability

High pressure work

Tools

Casebook

Job description

Citizens Advice Bury & Bolton is recruiting a Consumer Energy Debt Adviser (trainee considered) to provide tailored debt advice and support to clients via telephone and digital channels.

The role forms part of the national CEDA project, offering classroom and on-the-job training including potential CertMAP qualification, with a strong emphasis on accuracy and trauma-informed approaches.