Job Description

Citizens Advice Doncaster Borough is expanding its services to provide vital, community-based support to Doncaster residents facing the challenges of the rising cost of living and energy crisis. We are seeking a dedicated individual to deliver holistic and specialist Money & Energy advice.

As part of our team, you will empower clients to achieve the best possible outcomes by providing high-quality customer service and support, all while upholding the core aims and principles of the Citizens Advice Service. You will thrive in a dynamic environment, demonstrating both initiative and strong teamwork, and be committed to going the extra mile to make a real difference.

This

fixed-term contract

is initially until 31st March 2026 and is subject to continued funding. The role involves working across various locations within Doncaster.

The Role:

As a Money & Energy Adviser, you will:

Deliver expert Money and Energy advice and support to individuals. Proactively engage with Doncaster residents and community groups, raising awareness of available support services and how to access them. Provide comprehensive Energy Efficiency support and information, advice on energy complaints, smart meters, carbon monoxide awareness, and other related areas. Equip service users with budgeting tools and maximize their income through benefit checks and applications. Inform and assist with applications for relevant grants and funding, including top-up vouchers. Offer Financial Capability and Income Maximisation advice. Contribute to achieving project targets and requirements. Maintain high standards of service delivery, ensuring accurate data capture and recording. Collaborate effectively with partner organizations to provide a seamless client experience. Deliver services at outreach locations throughout Doncaster as needed.

Key Responsibilities:

Advice:

Provide clear and accessible General and Energy advice to clients. Empower clients to take action based on the advice and information provided. Act on behalf of clients when necessary, including calculations, negotiations, drafting correspondence, and making phone calls. Negotiate effectively with third parties. Ensure clients maximize their income through benefit entitlement. Adhere to the organization's Office Manual and the Advice Quality Standard (AQS) and/or Specialist Quality Mark as required. Maintain accurate case records for continuity, information retrieval, statistical monitoring, and reporting. Demonstrate a strong commitment to the aims and policies of the Citizens Advice service.
Research and Campaigns:

Contribute to research and campaigns by providing valuable insights into clients' circumstances. Provide statistical data on client numbers and case types, and prepare regular management reports. Monitor service delivery to ensure broad accessibility for all client groups. Inform colleagues about emerging local and national issues.

Person Specification:

Essential Criteria:

Experience in providing tailored advice or support to individuals. Strong oral communication skills, particularly in negotiation and representation. Well-organized and resourceful approach to workload, with the ability and willingness to follow and contribute to the development of procedures. Understanding of the challenges involved in interviewing and supporting clients. Ability to prioritize tasks, meet deadlines, and manage a caseload effectively. Proficient IT skills for advice provision and report preparation. Effective written communication skills, especially in negotiation, representation, and preparing reviews, reports, and correspondence. Empathetic, approachable, and reliable with strong teamwork skills. A clear understanding of and commitment to the aims and principles of the Citizens Advice service and its equality and diversity policies. Ability to adapt to diverse client groups and work environments.
Desirable Criteria:

Experience providing General or Energy advice. Experience working towards targets or on funded projects. Demonstrated understanding of social trends and their impact on clients and service delivery. Experience working in the voluntary sector. Ability to provide and receive feedback constructively and respectfully.

Additional Information:

In line with Citizens Advice national policy, the successful candidate may be required to undergo a DBS check. However, a criminal record will not necessarily prevent you from being appointed.

Terms and Conditions:

Hours: 37 hours per week Starting Salary: 24,640.00 per annum Annual Leave: 38 days per year (inclusive of bank holidays and associated days), pro-rata for part-time employees. The leave year runs from April 1st to March 31st. Probationary Period: This post is subject to a 4-month probationary period. Funding: This post is dependent on continued funding. In the event of reduced or withdrawn funding, hours or the post itself may be subject to change following appropriate notice.

What we give our staff

We are proud to be a National Living Wage employer, ensuring that all our staff are paid fairly and in line with current wage standards. We offer a range of benefits to support our team's health, well-being, and professional development, including access to the Cycle to Work scheme and the Westfield Health Cash Plan, which provides a variety of health and wellness benefits.

You will receive tailored training and support for your role, alongside opportunities for professional growth.

As part of our friendly and dedicated team, you will enjoy peer support and a collaborative environment. We also offer the option to join our pension scheme administered through NEST, with employer contributions to help secure your financial future.

Job Type: Fixed term contract
Contract length: 10 months

Pay: From 24,640.00 per year

Benefits:

Company pension Cycle to work scheme Private medical insurance
Schedule:

Monday to Friday
Work Location: In person

Application deadline: 02/05/2025
Reference ID: CADBE2025