Caseworker - Citizens Advice Scotland

This is a re-advertisement, previous applicants need not apply.

This role is offered on a fixed term contract for 12 months. 

The Extra Help Unit (EHU) provides support to vulnerable domestic consumers and micro-businesses across Great Britain with their energy complaints. As defined in the CEAR Act 2007, the EHU has statutory duties to deal with cases where the consumer’s energy supply has been disconnected or is at risk of imminent disconnection. The Unit also has statutory powers to support vulnerable consumers.  A person may be deemed to be vulnerable due to their personal circumstances, the complexity or urgency of their complaint. The EHU is a referral only service with agreed referral partners including Citizens Advice Consumer Service, Ofgem and Ombudsman Services: Energy.

As a Caseworker you will carry out an important role by investigating and resolving energy complaints on behalf of vulnerable consumers. You will ensure that the consumer’s personal circumstances and any detriment caused by supplier failures are fully considered when negotiating an outcome. 

You will be responsible for managing your own caseload and ensuring that urgent and more sensitive cases are prioritised, for example, where a consumer has no funds to top up their prepayment meter. Equally, you will be expected to support your colleagues by helping progress casework and deal with related calls in their absence or when they are struggling.

You will liaise with consumers and suppliers on a daily basis using email, telephone and written correspondence.  You will deal with a range of callers who are often upset, angry or stressed about their situation. Callers may also be experiencing financial difficulties, or have mental or physical health conditions. You are expected to support consumers in a respectful, inclusive and non-judgemental manner. 

The energy market is very volatile and constantly changing and you will be expected to keep up to date with changes to licence conditions and industry policies as well as highlighting trends causing detriment to vulnerable consumers.

The Caseworker role is both challenging and rewarding, with the majority of complaints and circumstances being complex in nature.

About you

You will be passionate about supporting and representing consumers who find themselves in a vulnerable situation and need someone to advocate on their behalf. 

You will be patient and empathetic with a caring nature but equally someone who possesses strong emotional resilience.  You will be able to work in a busy and pressurised environment with varying workloads and to multi-task. You will possess excellent negotiation and influencing skills in order to achieve the best outcome for consumers. You will be an excellent communicator and natural at building a rapport with consumers and suppliers. You will have the ability to remain calm during stressful and challenging situations.

This is a busy role so ideal for someone who enjoys a fast-paced environment where they can make a real difference.

 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 Job Pack.

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