Deputy Head of EHU - Citizens Advice Scotland

Citizens Advice Scotland (CAS), our 61 member Citizen Advice Bureaux (CAB), the Citizen Advice consumer service, and the Extra Help Unit, form Scotland’s largest independent advice network. Advice provided by our service is free, independent, confidential, impartial and available to everyone. We are champions for both citizens and consumers and in 2015/16 the Citizens Advice Service in Scotland helped over 310,000 clients in Scotland deal with over one million issues overall.

The Extra Help Unit (EHU) provides support to vulnerable consumers and micro-businesses across Great Britain with their energy and postal complaints.  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 Unit also has statutory powers to support vulnerable consumers.

As Deputy Head of the EHU, you will co-ordinate and lead the supplier liaison activity. This includes addressing policy and service failures arising through EHU casework by working closely with energy suppliers, policy teams within the Citizens Advice Service and key stakeholders including Ofgem.   

The Deputy Head is also responsible for managing the Advice and Stakeholder team which provides a telephone based ‘Ask the Adviser’ service to advice agencies, carries out casework analysis and maintains and develops ‘sharepoint’ an internal communication tool for the EHU.  The Deputy Head is also required to cover the Head of the EHU at a range of stakeholder events and on operational matters when required.

The role requires the line management of 4 Stakeholder Liaison Officers and 1 Information Coordinator.

You are required to keep abreast of regulatory and legislative changes within the energy industry.  This role is ideally suited to individuals with a proven track record in management, high level complaint resolution and experience of working within policy and regulatory frameworks.  Knowledge of the energy industry is essential.

This role is based in Glasgow, but frequent travel within the UK will be required.

We offer excellent terms and conditions of employment including 30 days annual leave and 10 public holidays, flexitime and a pension scheme.

For more information please refer to the Job Description and Person Specification which can be downloaded using the links below.