Caseworker - Citizens Advice Scotland

Citizens Advice Scotland (CAS), based in Edinburgh, is the umbrella organisation providing support to Citizens Advice Bureaux (CAB) across 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.  The EHU accepts referrals through agreed channels with Citizens Advice consumer helpline, Ofgem and other redress schemes.

As a Caseworker you will carry out an important role by investigating and resolving energy and postal complaints on behalf of vulnerable consumers.

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. 

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.