Hope 4U
Customer Service Advisor
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Role Overview
In this role, you will be required to give guidance, support, and information to households using your skills to help individuals with income maximisation, energy efficiency, and low carbon technologies. Communication skills are vital for this position, both written and verbal. Using your skills, you will have the confidence to engage with customers, sometimes managing difficult conversations.
Key Responsibilities
Advice & Support
You will be providing tailored advice for everyone which could include, but is not limited to:
- Income Maximisation
- Benefits and Entitlements
- Low Carbon Technologies
- Energy Efficiency
- Energy Saving Behaviours
Data Collection & Reporting
- Accurately record assessment data using digital tools or case management systems.
- Maintain accurate records of advice provided and outcomes.
- Support programme monitoring and reporting requirements.
Safeguarding & Professional Practice
- Follow safeguarding procedures when working with vulnerable residents.
- Maintain confidentiality and comply with data protection regulations.
Person Specification
Essential
- Experienced working in welfare advice or energy
- Strong communication and interpersonal skills.
- Ability to explain complex information (benefits, energy, heating systems, low-carbon technology) in simple terms.
- Good organisational and record-keeping skills.
- Good digital skills for completing assessments and reports
- The ability to show empathy and to manage difficult conversations
- Ability to work independently, prioritise work and meet deadlines
- Great time management
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Desirable
- Understanding of low-carbon technologies (e.g., heat pumps, solar PV, insulation measures).
- Knowledge of government energy schemes (ECO, GBIS, Warm Home Discount etc.).
- Knowledge of fuel poverty, welfare benefits and energy efficiency.
- Experience working with vulnerable households or community organisations.
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
- Abide by health and safety guidelines and share responsibility for own safety and that of colleagues
- Comply with all information assurance guidelines
Professional development
- Keep up to date with legislation, case law, policies, and procedures relevant to post
- Attend relevant internal and external meetings as agreed
- Be aware of own learning need
What can you expect of us?
- A friendly and flexible culture
- A growing organisation
- A drive for continuous improvement
Entitlement to work in the UK
A job offer will be subject to confirmation that you are permitted to work in the UK in accordance with the relevant provisions. You will be asked to provide evidence of your entitlement to work in the UK if you are successful and an offer of employment is made.
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Diversity Monitoring
We recognise the positive value of diversity, promotes equality and challenges discrimination. We welcome and encourage job applications from people of all backgrounds. Monitoring recruitment and selection procedures is one way of helping us to ensure that there is no unfair discrimination in the way that we recruit people. To do this, we would like to know about the diversity profile of people who apply. The information is given in confidence for monitoring purposes only.
Shortlisting outcomes
Some positions may require additional assessments (practical task/test).
Criminal convictions
Anyone who applies, will be asked to disclose details of unspent convictions during the process. Having a criminal record will not necessarily bar you, much will depend on the type of job you have applied for and the circumstances of your offence. Disclosure and Barring Service (DBS) checks will be completed.
Job Types
Full-time, Permanent
Ability to commute/relocate
- Burton-On-Trent DE14 1LS: reliably commute or plan to relocate before starting work
Work Location
In person
Benefits
- Casual dress
- Company events
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