Trainee Energy Debt Specialist

Citizens Advice Liverpool Limited; West Kirby; Hybrid; GBP 27,000 - 30,000; Full time

Job summary

Citizens Advice Liverpool Limited is seeking an Energy Debt Specialist to provide a high-quality inbound telephone debt advice service as part of our Consumer Energy Debt Advice project.

This trainee role offers a clear path to a qualified position, flexible hybrid working (3 days in the office), a fixed-term contract until 31 March 2028, and a starting salary of £27,096. The successful candidate will support clients with energy debt and broader debt solutions.

Qualifications

• At least 6 months' experience delivering excellent customer service in regulated environments.
• Experience of achieving performance targets and KPIs.
• Ability to work independently and as part of a team.
• Experience of listening and questioning to manage challenging situations.
• Commitment to training and achieving full targets within a 3-month period.

Responsibilities

• Provide a high-quality inbound telephone debt advice service to clients.
• Support the Energy Debt Advice project and help clients find debt solutions.
• Work within a flexible hybrid pattern (office + home).
• Aim to meet targets and quality requirements during training period.

Skills

Customer service in regulated env

Performance targets (KPIs)

Independence & teamwork

Active listening & questioning

Training & targets within 3 months

Job description

Closing date: 6th November 2026 at 10:00

Salary: Trainee £27,096 (Qualified £30,106)

Hours: 35 hours per week

Place of work: Flexible hybrid working 3 days office based (Available for experienced Energy Debt Specialists only after training on the telephone platform is completed.)

Fixed term until 31st March 2028

Do you enjoy helping people? Are you a compassionate and people-focused person?

Do you want to make a real difference to the lives of people who are in problem debt and help them find a way forward?

The Energy Debt Specialist will provide a high-quality inbound telephone debt advice service to clients as part of our brand new Consumer Energy Debt Advice project. This project is for clients who have energy debt (amongst others) and is intended to reduce the impact of personal debt by providing them with debt solutions.

For a trainee post, this role would suit applicants with:

• 1. At least 6 months' experience of delivering excellent customer service in a regulated environment such as banking, insurance, or a contact centre.
• 2. Experience of achieving performance and quality targets/KPIs.
• 3. An ability to work independently without close supervision and collaboratively as part of a team.
• 4. Experience of listening and questioning with an ability to manage challenging situations.
• 5. Commitment to training and achieving full targets and quality requirements within a 3-month period.

Please note that we reserve the right to close this vacancy earlier than the advertised closing date if we receive a sufficient number of applications or identify a suitable candidate