Job Title: Trainee Energy Advisor – Telephone Advice Projects
Location: Bristol
Salary: £22,455 per annum
Job Type: Full time, fixed term, period of 12 months.
The Centre for Sustainable Energy’s mission is to support people and organisations across the UK to tackle the climate emergency and end the suffering caused by cold homes. As we grow, we are seeing increasing enquiries from people about how welfare reforms, stagnant incomes and more recently the fuel price rises and increasing cost of living are impacting their lives. As a result, these queries are often sensitive in nature, requiring our energy advisors to have an empathetic approach and a can-do attitude to their work.
The Role
Working within our Household Energy Services (HES) team, the Trainee Energy Advisor role is for those people who would like to learn the skills and gain experience of giving energy advice to householders.
The role will include a probation and competency review after six months. Successful completion of the competency review will enact a change of role to Energy Advisor for the final six months of the contract with an automatic salary review. There will be a further salary review 12 months from the start date should CSE be in a position to offer a contract extension.
Responsibilities include:
You will be working primarily on our telephone advice projects making outbound calls. In particular, you will be working on our:
- National Grid Power Up Advice Hub providing energy advice to their Priority Services Register customers in the South West.
- OVO Energy Advice project, supporting vulnerable OVO customers across England, Wales and Scotland with energy advice.
Here are some examples of situations you may deal with, among other things:
- Helping people apply for grant funding or vouchers for their prepayment meter.
- Helping people with various difficulties with their energy bill.
- Talking to people who are struggling to afford basic necessities and finding them the right help and support.
- Help people apply for renewable technologies, heating and insulation improvements.
- Supporting people who may be in distress or angry.
- Following successful completion of the six-month probation review there may be opportunities to give clients advice face to face at events or via home visits depending on need.
Full training would be provided for these tasks.
The Candidate:
The postholder will be expected to provide strong customer service, personal resilience, and work within agreed boundaries. There is also an important administrative element to the role so accuracy and excellent attention to detail are key.
- Some previous experience of giving advice, customer service or helping others in some capacity.
- To be skilled and confident in making and receiving calls.
- To be a quick thinker who can react to the many needs of the people we support.
- A strong sense of empathy.
- A strong sense of personal boundaries.
- An ability to support callers who may be in distress or angry. Training will be provided.
- An awareness of the need to maintain your own wellbeing.
- The ability to self-motivate and have good initiative.
Benefits
£22,455 paid monthly for a fixed term of 12 months (rising to £24,675 after 6 months, dependent on successful completion of probation and competency review). Full time (37.5hrs).
We will pay fees and expenses for attendance on relevant training courses, and any expenses incurred in the course of work will be reimbursed in accordance with CSE’s standard staff expenses policy.
You will be entitled to 25 days paid holiday (plus statutory holidays). There will be a 6-month probationary period and review.
New members of HES staff are expected to work in the CSE office throughout the duration of their probation period. However, we acknowledge that there may be exceptional circumstances from time to time when new staff may request to work from home.
Please click on the APPLY button to complete the first stage of the application process by sending your CV and Cover Letter for this role.
Candidates with experience or relevant job titles of Business Studies, Sales Administration, Sales Assistant, Office Administration, Microsoft, Customer Service, Retail Sales, Telesales, Negotiation, Sales Advisor, Customer Support, Call Centre Assistant, Apprenticeship and Estimating may also be considered.
