Caseworker (2 posts) - Citizens Advice Scotland

We are currently looking for two Caseworkers to join the Extra Help Unit (EHU). One post will be on a permanent basis and the other one on a fixed-term basis for 12 months.

The Extra Help Unit provides support to vulnerable domestic consumers and micro-businesses with their energy and post complaints. This service is telephone based and covers the whole of Great Britain.  The Unit has statutory duties to deal with cases where the consumer’s energy supply has been disconnected or is at risk of imminent disconnection. The Extra Help Unit also has statutory powers to support vulnerable consumers. 

As a caseworker you will be the first point of referral for vulnerable consumers and responsible for investigating energy and post complaints on their behalf. A person may be deemed to be a vulnerable consumer due to personal circumstances, the complexity of their complaint or where they are at risk of having their energy supply disconnected. 

You will be able to demonstrate strong empathy with the needs of disadvantaged or vulnerable consumers and possess highly developed interpersonal skills.  You will be able to work in a busy and pressurised environment with varying workloads.  You will be responsible for managing your own caseload, whilst supporting your colleagues.  You will possess excellent negotiation and influencing skills in order to achieve the best outcome for consumers. Within your role as a Caseworker you will be expected to identify any trends or policies causing disadvantage to vulnerable consumers.

A background in providing advice over the telephone and letter writing is essential. A working knowledge of the energy industry is desirable.

This role offers the opportunity to make a real difference to consumers’ lives, particularly those who are vulnerable. 

For more information, please refer to the Application Pack which can be downloaded using the links below.

Employee benefits

Citizens Advice Scotland offers excellent terms and conditions, including a total of 40 days leave (including public holidays) and a pension scheme with an 8% employer contribution. We have a flexitime scheme which enables our employees to work flexibly in line with organisational requirements, and as an inclusive employer we are happy to consider other flexible working arrangements where appropriate. For more details of some of the other benefits on offer to our employees, please see the section on Employee benefits in the Application Pack.