Telephone Adviser

Ygam; Doncaster; Hybrid; GBP 24,000 - 30,000; Full time

Benefits offered by this job

Full training

City & Guilds Level 3 Energy Awareness

Flexible working

Learning & development opportunities

Make a difference

Job summary

Citizens Advice Doncaster Borough is seeking a Telephone Energy Adviser to provide initial energy advice to residents. Based in Doncaster, you will handle first contact, explain tariffs and support schemes, and direct people to further help when needed.

This fixed-term role runs for two years, 37 hours per week, with training and ongoing support. You will work with a dedicated team to deliver high-quality, accessible advice under the Energy Advice Anytime programme.

Qualifications

• Experience providing advice, customer support or community-facing services.
• Excellent telephone and listening skills.
• Ability to manage a busy workload and maintain records.
• Commitment to equality, diversity and inclusion.
• Understanding of financial hardship challenges.

Responsibilities

• Provide telephone-based energy advice and information to clients.
• Carry out initial assessments and identify energy-related issues.
• Explain energy bills, tariffs and available support schemes.
• Provide energy saving and affordability advice.
• Identify vulnerable clients and those at risk of fuel poverty.
• Complete client records accurately using the case management system.
• Make referrals for in-depth advice where specialist intervention is required.
• Support service targets and performance monitoring requirements.
• Deliver a high-quality service in line with Citizens Advice quality standards.

Skills

Experience in providing advice

Excellent telephone skills

Active listening

Customer support

Diversity & inclusion

Workload management

Empathy

Job description

Telephone Adviser

Location: Doncaster (Office Based)
Salary: £27,000 per annum
Hours: 37 hours per week, Monday to Friday, 10:30 - 18:30
Contract: Fixed Term until 31 October 2028 (2 years)

Closing Date: 18/09/26

Make a difference when people need it most

Citizens Advice Doncaster Borough is launching an exciting new service, Energy Advice Anytime, designed to make energy advice more accessible for people facing rising energy costs, fuel poverty and financial hardship.

We are looking for a dedicated and empathetic Telephone Energy Adviser to become the first point of contact for residents seeking energy-related support.

This is an exciting opportunity to join a newly funded project that will help thousands of local households access timely, practical and independent advice.

About the role

As our Telephone Energy Adviser, you will provide energy advice at first point of contact, helping clients understand their options, resolve straightforward issues and access further support where needed.

You will use your listening skills and problem-solving abilities to identify clients' needs, provide accurate information and ensure that no one is left without access to support.

This role focuses primarily on light-touch energy advice, triage and first-contact resolution, helping people before problems evolve.

Key responsibilities

• Provide telephone-based energy advice and information to clients.
• Carry out initial assessments and identify energy-related issues.
• Explain energy bills, tariffs and available support schemes.
• Provide energy saving and affordability advice.
• Identify vulnerable clients and those at risk of fuel poverty.
• Complete client records accurately using our case management system.
• Make referrals for in-depth advice where specialist intervention is required.
• Support service targets and performance monitoring requirements.
• Deliver a high-quality service in line with Citizens Advice quality standards.

About you

We are looking for someone who:

• Has experience of providing advice, customer support or community-facing services.
• Is confident communicating with people from a wide range of backgrounds.
• Has excellent telephone and listening skills.
• Can manage a busy workload and maintain accurate records.
• Is committed to equality, diversity and inclusion.
• Understands the challenges facing people experiencing financial hardship.
• Shares the values of Citizens Advice.

Desirable

• Experience of energy advice, welfare benefits, debt advice or housing advice.
• Knowledge of fuel poverty and energy affordability issues.
• Experience using case management systems.

What we offer

• Full training and ongoing support.
• Opportunity to gain a City & Guilds Level 3 Energy Awareness qualification.
• Flexible and supportive working environment.
• Access to Citizens Advice learning and development opportunities.
• The chance to make a real difference to local people facing financial hardship.
  

About Citizens Advice Doncaster Borough

Citizens Advice Doncaster Borough provides free, confidential, impartial and independent advice to help people overcome the problems they face. Through the Energy Advice Anytime project, we are expanding access to energy advice through innovative and flexible delivery models to reach more residents, reduce fuel poverty and improve financial resilience across our communities.

Citizens Advice Doncaster Borough values diversity, promotes equality and challenges discrimination. We welcome applications from all sections of the community.