Energy Adviser

Job description

To manage a caseload of disabled households struggling with their energy and water bills, supporting, and empowering them over the phone. Customers in need of either more in-depth support, or support with water bills, will be referred to you by a separate team of advisors.

Main responsibilities

• Review and confirm details from a previous assessment with the customer and conduct a second assessment to fully understand their support needs
• Develop goal-based action plans that clearly show how the customers support needs will be addressed
• Where needed, complete actions on customer’s behalf such as speaking to a supplier or submitting an application. Provide clear and detailed updates to the customer afterwards.
• Measure, record and track “distance travelled” for each customer in caseload and ensure that an evidence-based approach is adopted to recording the customer journey.
• To work collaboratively within the team to provide support where needed to ensure KPI’s are achieved.
• Any other duties as required to support the delivery of the service.
• Hours will be varied over shift patterns from 8am to 8pm Monday to Friday.

Mandatory for all staff

• To work seamlessly across department or team boundaries in a collaborative and constructive manner to implement Scope’s strategic direction.
• To demonstrate a commitment to customer service excellence and deliver against the requirements of Scope’s quality framework.
• To work within Scope’s policies and procedures.

Internal contacts

• Heads of Delivery
• Local Delivery Managers
• Programme Leads
• Cross department including, Digital, Research and Marketing colleagues
• Safeguarding Team

External contacts

• Customers and third party contacts
• Organisations - Private, Public and Third Sector who can support and enhance the delivery of the National Service.
• Local authority safeguarding teams
• Maintain links with other organisations in relation to safeguarding and wellbeing of customers and staff.

Person Specification

Knowledge and experience

Essential

• Experience of working in a customer focused environment, preferably on a helpline.
• Ability to communicate with a wide range of customers with an understanding of different needs and ability to respond to these.
• Effective person-centred listening and probing skills to respond to underlying issues and assist customers to make informed choices.
• Effective interpersonal skills and a positive and collaborative approach to work.
• Ability to be flexible, respond positively to change, work effectively under pressure and deal with conflicting priorities.
• Excellent written and verbal communication skills in order to be able to communicate with customers and colleagues in a clear, meaningful and effective way
• Excellent IT skills particularly Microsoft Office and experience of using databases.
• Ability to work as part of high performing team in a busy, at times pressurised environment.
• Ability to organise workload, prioritise effectively and use own initiative.
• Excellent written English, spelling and grammar
• Methodical, with excellent attention to detail
• Willingness to undertake a Disclosure and Barring (DBS) Check

Desirable

• Experience in providing energy advice.
• Lived experience of disability.
• Understanding of the social model of disability.
• Professional qualification or proven experience in relevant field.
• Experience of communicating difficult and complex information by telephone.

Scope Core Values:

Pioneering

• We are ambitious and determined to drive change. We focus on the impact we have. We innovate and strive for better, pushing ourselves and our boundaries.

Courageous

• We are single-minded in our desire to achieve equality. We are bold, challenging the status quo, ourselves and each other. Not afraid to fail fast and learn quickly.

Connected

• We connect and collaborate internally and externally, to create a fairer society. We’ll listen and share, tapping into the expertise of others.

Open

• We are transparent about what we do and how we do things. Creating supportive, accessible environments – building trust with each other and our customers to achieve more.

Fair

• We make sure everyone has a fair chance. We value and respect each other’s expertise and diversity. We take responsibility for what we do and support each other to succeed.