Job Details
More about the job
The starting salary for this role is £17,000 per annum. After 12 months, subject to performance standards and criteria, the salary will increase to £20,000 per annum.
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. In addition, you should be able to work in a busy and pressurised environment with varying workloads. In this role, you will be responsible for managing your own caseload, whilst also supporting your colleagues. You will have 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 experience with letter writing is essential. A working knowledge of the energy industry is preferred but not essential.
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 which can be downloaded using the links below.
To apply for this role, please refer to the Job Description which can be downloaded at the bottom of this page, and provide a written statement that addresses how you meet the requirements of the role as detailed in the job specification. In the written statement, please provide examples which demonstrate how you meet the requirements.
In addition, please send completed copies of the Personal Details Form and Equal Opportunities Monitoring Form, along with your current CV, to: recruitment@cas.org.uk
Citizens Advice Scotland is the national umbrella body that provides support services for Scottish citizens advice bureaux and collates client case evidence to shape policy in Scotland and the UK. In particular, CAS:
- Provides a range of services and the best possible advice and support to its member bureaux to meet the needs of existing and potential clients
- Sets quality standards and audits bureaux compliance with these standards
- Is the voice of the CAB Service in Scotland and its clients to raise the profile of the service and make changes to social policy.
Citizens Advice Scotland is an Equal Opportunity Employer and has Investors in People accreditation.
The Scottish Association of Citizens Advice Bureaux – Citizens Advice Scotland (Scottish Charity Number SC016637)
