Citizens Advice
CEDA Energy Debt Specialist
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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 (CEDA) 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:
- At least 6 months' experience of delivering excellent customer service in a regulated environment such as banking, insurance, or a contact centre
- Experience of achieving performance and quality targets/KPIs
- An ability to work independently without close supervision and collaboratively as part of a team.
- Experience of listening and questioning with an ability to manage challenging situations.
- Commitment to training and achieving full targets and quality requirements within a 3-month period.
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Responsibilities
- Provide advice and a limited casework service covering the full range of debt and money management advice, including breathing space, debt relief orders, bankruptcy, and debt management plans
- Maintaining standards of service delivery and ensuring that advice and casework conforms to the Citizens Advice membership requirements, the Advice Quality Standard, and the minimum individual file review score of the Money and Pensions Service Advice Quality Framework.
- Complying with systems for monitoring and reporting purposes.
- Working collaboratively with colleagues to ensure that the service area meets key performance indicators and targets.
- Analyse and interpret complex information, communicating this effectively in writing with particular emphasis on negotiation and representation.
Research and Campaigns
- Keeping up to date and participating in current research trends and campaign issues by providing information on a client’s circumstances,
Essential Criteria
- An understanding of and commitment to the aims, principles and policies of the Citizens Advice service including a strong commitment to equality and diversity.
- An understanding of the problems and issues associated with unmanageable debt, particularly energy debt, and their implications for clients and advice service provision.
- Recent experience of providing advice to the Advice Quality Standard and/or the willingness and ability to complete full debt advice training.
- A good understanding of the skills and techniques used in interviewing through telephone and digital advice channels.
- The ability to understand the needs of others and to empower clients to take action for themselves.
- The ability to monitor and maintain own standards, prioritise work and meet deadlines and targets.
- The ability to give and receive feedback objectively and sensitively and a willingness to challenge constructively.
- The ability to work as part of a team and to respond positively to change.
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Person Specification
To be appointed as an Energy Debt Specialist, you will need to have knowledge and experience of complex debt casework, covering priority and non-priority debt advice, options, and insolvency solutions. You will also need to have the Institute of Money Advisers Certificate in Money Advice Practice or MaPS Caseworker accreditation equivalent. NEA Level 3 City and Guilds Level Energy Awareness would be desirable too. Or for a trainee - at least 6 months’ experience of delivering excellent customer service in a regulated environment such as banking, insurance, or a contact centre. Experience of achieving performance and quality targets/KPIs. Ability and willingness to undertake training and development to comply with Money and Pensions Service and Citizens Advice quality standards. (Trainee required to meet standard within 3 months of starting the role). Effective oral and written communication skills. Numerate to the level required by the tasks. IT literate with the ability to use software packages including Microsoft Office products in the provision of advice and preparation of formal written materials. Ability and willingness to work as part of a team.
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