Energy Debt Advisor - Digital & Telephone

Citizens Advice BANES; Bolton; On-site; GBP 26,000 - 38,000; Full time

Job summary

Citizens Advice Bury & Bolton (CABB) is recruiting an adviser to join the national Consumer Energy Debt Advice project. The role is primarily telephone-based debt guidance for clients with energy debt, with potential for future webchat delivery, and you’ll be trained to work with high accuracy and empathy.

Full training and development are provided, including CertMAP; you’ll operate within a supportive team and ensure compliance with FCA regulations, MaPS standards and Casebook case management.

Qualifications

• Experience delivering information, guidance or advice to clients.
• Experience supporting clients over the telephone.
• Excellent interpersonal skills to engage with a diverse range of clients.
• Organisational skills to manage priorities in a fast-paced environment.
• Be empathetic, compassionate and resilient with trauma-informed approaches.

Responsibilities

• Provide high quality tailored debt advice through one-off advice and ongoing casework to clients.
• Effective interviewing using sensitive and questioning skills.
• Identify client money advice and debt needs.
• Advise on emergency issues and debt solutions.
• Support budgeting, affordability and maximizing income.
• Identify vulnerable clients and provide additional support.
• Maintain detailed case records in Casebook and collaborate with colleagues and external partners.

Skills

Telephone support

Information delivery

Interpersonal skills

Trauma-informed approach

Empathy

Resilience

Time management

Job description

Citizens Advice Bury & Bolton (CABB) is recruiting an adviser to join the national Consumer Energy Debt Advice project. The role is primarily telephone-based debt guidance for clients with energy debt, with potential for future webchat delivery, and you’ll be trained to work with high accuracy and empathy.

Full training and development are provided, including CertMAP; you’ll operate within a supportive team and ensure compliance with FCA regulations, MaPS standards and Casebook case management.