Money and Energy Adviser

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 30st June 2026 and is subject to continued funding. The role involves working across various locations within Doncaster.

Role purpose

• To provide Energy & Money advice to clients

• To provide advice on how to deal with Energy Debts

• To provide a high-quality advice and support services

• A Benefit Calculation as part of Income Maximisation

• Energy Efficiency support & advice

• Act for the client where necessary by calculating, negotiating, drafting or writing letters and telephoning.

• Negotiate with third parties as appropriate.

• Switching energy providers

• Information and support on the Priority Services Register

• Check eligibility and provide Information about the Warm Home Discount

• Any other possible Schemes / Grants available that can support the client with their energy issues

• Provide Advice on energy complaints and processes

• Smart Meter information / advice

• Carbon Monoxide Awareness

• To provide Financial Capability and Income Maximisation advice to clients.

• To share responsibility for compliance with the Projects targets and requirements.

• Ensure quality standards are met.

• To work effectively with other partners to deliver a seamless service to clients

• Undertake service delivery at Outreach venues as required.

• Assist clients with other related problems where they are an integral part of their case and refer to other advisers or specialist agencies as appropriate.

• To contribute to the Research and Campaigns work of Citizens Advice Doncaster Borough.

Advice

• To provide Energy & Money advice to clients on energy issues

• To provide advice on how to deal with Energy Debts, looking at wider debt issues and options, making referrals or taking action as appropriate.

• Provide General Advice and assisted information to clients on energy issues

• Empower clients to act on advice and information provided

• Act for the client where necessary by calculating, negotiating, drafting or writing letters and telephoning.

• Negotiate with third parties as appropriate.

• Ensure income maximisation through the take up of appropriate benefits.

• Provide advice and assistance to other staff across the whole range of advice issues.

• Ensure that all casework conforms to the organisation's Office Manual and the Advice Quality Standard and/or the Specialist Quality Mark as appropriate.

• Maintain case records for the purpose of continuity of casework, information retrieval, statistical monitoring and report preparation.

• Ensure that all work conforms to the organisation's systems and procedures.

Research and campaigns

• Assist with research and campaigns work by providing information about clients' circumstances.

• Provide statistical information on the number of clients and nature of cases and provide regular reports to management.

• Monitor service provision to ensure that it reaches the widest possible client group.

• Alert other staff to local and national issues.

Professional development

• Keep up to date with legislation and undertake appropriate training.

• Read relevant publications.

• Attend relevant internal and external meetings as agreed with the Team Leader and/or Line Manager.

• Assist with Service initiatives for the improvement of services.

Administration

• Review and make recommendations for improvements to Citizens Advice services.

• Maintain local information systems.

• Use IT for statistical recording, record keeping and document production.

• Keep up to date with policies and procedures relevant to organisational work and undertake appropriate training.

• Attend internal and external meetings as agreed with the Team Leader and/or Manager.

• Maintain close liaison with relevant external agencies.

Other duties and responsibilities

• Carry out any other tasks that may be within the scope of the post to ensure the effective delivery and development of the service.

• Demonstrate commitment to the aims and policies of the Citizens Advice service.

• Abide by health and safety guidelines and share responsibility for your own safety and that of colleagues.

Person specification

• Experience of providing Advice.

• Effective oral communication skills with particular emphasis on negotiating and representing.

• Effective writing skills with particular emphasis on negotiating, representing and preparing reviews, reports and correspondence.

• Ordered approach to workload and an ability and willingness to follow and develop agreed procedures.

• Understand the issues involved in interviewing clients.

• Numerate to the level required in the tasks.

• Ability to prioritise own work, meet deadlines and manage caseload.

• Ability to use IT in the provision of advice and the preparation of reports and submissions.

• Ability to monitor and maintain own standards and work as part of a wider team

• Understanding of and commitment to the aims and principles of the Citizens Advice service and its equality and diversity policies.

Desirable Criteria

• Experience of providing General. Energy or debt advice would be desirable.

• Experience of working to targets

• Experience of working in the voluntary sector would be desirable.

• Ability to give and receive feedback objectively and sensitively and a willingness to challenge constructively

• Demonstrate understanding of social trends and their implications for clients and service provision

• Have access to a vehicle and be willing to travel