Energy Debt Caseworker

6 months ago

Manchester, United Kingdom Citizens Advice Stockport, Oldham, Rochdale and Trafford Full time

We’re an ambitious charity determined to deliver quality services to our communities. Each year we improve the lives of tens of thousands of local people from across Stockport, Oldham, Rochdale and Trafford by sharing information and offering advice, support and guidance.

The successful applicant will provide:

- Advice and casework support on energy issues including fuel arrears, general energy queries,
- Complex debt and energy advice to clients on the phone and in community settings
- Advice and support with finding solutions to presenting issues.
- Providing bespoke advice which is tailored to each clients circumstance and presenting problem.

You will need:

- Demonstrable experience of writing and maintaining case records that conform to in house quality standards
- The ability to research, analyse and interpret complex information and produce and present clear verbal and written reports
- Excellent communication & teamwork skills
- A City and Guilds Level 2 or 3 qualification in Energy Advice or experience of delivering tailored money advice is essential.

**Role Profile**

**Advice Delivery**
- Delivering targeted energy advice to those at risk of, or in fuel poverty
- Undertaking assessments and offering practical energy saving tips and switching advice to clients
- Assessing clients and maximising income through benefit calculations as well as through energy schemes and grants
- Advocate and liaise with energy suppliers on behalf of clients
- Provide specialist debt casework on a full range of money and debt issues. Provide advice and casework on debt options available and the implications of each one,
- Provide holistic support to client and ensure effective signposting where appropriate.
- Record and and maintain case records that conform to set quality standards
- Actively promote the positive image of Citizens Advice SORT Group

**Performance targets and quality standards**
- Keep up to date with changes to the energy industry and support the Account Manager to ensure all reporting requirements requested by funders or related external partners are met
- Explain tariffs, billing and financial assistance available for energy bills
- Provide advice and support with switching, grants and efficiency measures
- Work to agreed goals and targets and actively manage ongoing client caseload
- Assist in the monitoring and collation of research & campaign issues and client success stories
- Encourage good teamwork and lines of communication between all members of staff/volunteers

**Performance targets and quality standards**
- Deliver accurate and up to date Debt Advice/Money Guidance within the constraints of FCA guidelines
- Assist residents to prepare financial statements
- Assist residents by working with them to understand their financial position and identifying ways in which this can be improved
- Negotiate with third parties, including statutory and non-statutory organisations where required
- Prepare and present cases to the necessary statutory bodies and negotiate with third parties as appropriate
- Ascertain and understand a holistic picture of a customer's wants, needs and desires as well as any complexities. Assist them by identifying and referring to other advisers/agencies
- Provide advice and signposting towards, training or employment, linking up with internal and external specialists to assist
- Maintain accurate records of cases, in line with policy, procedure and legislation

**Professional and personal development**
- Keep up to date with legislation, policies and procedures and undertake appropriate training.
- Work with your line manager to develop an annual learning and development plan which meets your development needs and the needs of the organisation.
- Take an active role by contributing to regular meetings, taking a lead on your own development.
- The business is a fast-moving organisation and therefore any colleagues duties may be varied from time to time. The post holder accepts that they may be required to work flexibly and undertake any other work or duties as may reasonably be required, within the scope of and commensurate to the nature of the post._
- This job description does not constitute terms and conditions of employment. It is provided only as a guide to assist an individual in the performance of the job and is not included to be an inflexible list of tasks._

**Person Specification**
**Essential criteria**
- Some experience of working in a client facing environment
- Some understanding of funder requirements and working to targets
- Ability to prioritise own workload and that of the team
- Excellent written and communication skills
- Commitment to safeguarding principles and practices ensuring the safety and wellbeing of all children, young people and vulnerable adults who engage with the service.
- Commitment and a desire to work in a culture that enables collaboration, where a supportive environment for colleagues is provided and where open and honest commu

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