About the job

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.

This is a part-time role to cover Monday, Thursday & Friday with regular office days to bolster our admin team function with Extra Help Unit in CAS Glasgow office.

The administrative team within the EHU provides business critical support by managing all incoming email and letter referrals from key business partners including the Citizens Advice Consumer Service, Advice Direct Scotland, Energy Ombudsman and Ofgem. The admin team are also responsible for adding all new email and written correspondence from consumers and suppliers to the relevant case.

As an Assistant Administrator, you will provide a wide range of support services including arranging travel, ensuring offices supplies are restocked, being first point of contact for building/office problems, welcoming visitors and staff to the office. You may also provide finance and support setting up/booking meetings in Portland House.

This is a busy role so ideal for someone who enjoys a fast-paced environment where they can be part of a team that make a real difference to people’s lives.

Employee benefits

Citizens Advice Scotland offers excellent terms and conditions. We want our people to have a great work life balance and we have designed our working practices and benefits to support this. Here are some of things our employees benefit from: a 35-hour full time working week, 40 days annual leave, a flexi-time system which recognises and protects the operational delivery aspects of the service, and hybrid working opportunities for every role.

Citizens Advice Scotland is committed to promoting diversity and inclusion. We offer a range of family friendly, inclusive employment policies and flexible working arrangements to support all our staff. We are also committed to equality of opportunity for all and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.

CAS provides options for hybrid working to allow employees to balance their time attending the office with time working from home. The number of days you will be able to work from home each week will be dependent on your job role and can be discussed as part of the recruitment process.

Airdrie CAB has been serving the Airdrie area for over 50 years. We are a trusted and respected organisation, providing advice and support to the people of Airdrie and surrounding villages.

We are looking for an enthusiastic, dynamic and motivated person to join our team. Airdrie CAB works in partnership with Covey Befriending and we are looking for an individual to provide Financial advice/support to clients engaging with Covey.

The successful applicant will also provide holistic support to clients on a variety of issues including but not limited to benefits, debt, housing, employment, energy and relationship. Full training will be provided.

The Covey mission is to support children, young people and families to become more resilient, safe and better equipped to reach their full potential. They do this through providing one to one and group-based befriending, mentoring and family support across Lanarkshire. They provide consistent relationship-based support, which is centred on the individual’s needs, interests and hopes. They aim to improve health and wellbeing, social connections, confidence and increase engagement with education, training, volunteering or employment.

The successful applicant will be encouraged and supported in their personal development by the Senior Management Team.

Employee benefits

Airdrie Citizens Advice Bureau offers excellent terms and conditions and is an inclusive employer considering flexible working arrangements where appropriate. For more details of some of the other benefits on offer to our employees, please contact us for more information.

Core Duties

• Provide advice/support to clients on issues affecting their financial wellbeing e.g. benefits, income maximisation, debt, employment and relationship.
• Produce reports and plans for the purposes of monitoring and reviewing the objectives of the service.
• Record, update and maintain information on a case management system for the purpose of continuity of casework, information retrieval, statistical monitoring and report preparation to ensure that all work meets quality standards and the requirements of the funder.
• Carry out other duties as specified by the bureau CEO and required by the exigencies of the post

Essential Criteria

• Ability to travel within the local CAB area and elsewhere, as required
• Work experience in the advice sector
• Experience in project delivery
• Experience in the use of IT packages
• Experience of preparing reports and plans

Desirable Criteria

• Computer proficient
• Excellent written and oral communication skills
• Ability to plan work
• Ability to develop new ideas through to operation
• Attention to detail and problem-solving skills
• Ability to adapt to new situations
• Skilled in report writing
• Ability to work without close supervision, prioritise own work and meet deadlines
• Ability to work hours flexibly as required by the needs of the service.

This exciting project focuses on energy advice provision in Airdrie. We are looking to recruit an adviser to deliver Energy Advice in our community via face to face and telephone appointments. Full training will be provided to the successful applicant to allow you to reach your full potential.

Our project aims to support vulnerable energy consumers, within one of Scotland’s most deprived areas, to tackle the on-going impact of surging energy bills, reduce fuel poverty and help to manage energy debt. Our project will raise awareness of energy efficiencies and empower vulnerable individuals, helping to reduce the impact of poverty.

The successful applicant will be encouraged and supported in their personal development by the bureau CEO.

Employee benefits

Airdrie Citizens Advice Bureau offers excellent terms and conditions and is an inclusive employer considering flexible working arrangements where appropriate. For more details of some of the other benefits on offer to our employees, please contact us for more information.

Core Duties

• To conduct in person and telephone interviews, using sensitive listening and questioning skills to allow clients to explain their problem(s) and empower them to set their own priorities
• To provide energy efficiency advice to each client assisting with switching suppliers or tariffs, joining the Priority Services Register
• To provide advice and support in relation to energy debt and billing issues.
• Refer complex cases to CAS Extra Help Unit
• Support to access emergency funds
• To record, update and maintain information on a case management system for the purpose of continuity of casework, information retrieval, statistical monitoring, and report preparation
• To work to Scottish National Standards for Information and Advice giving and Citizens Advice Scotland Quality Advice Framework
• The above job description is not exhaustive and is clarified to include broad duties inherent in the post as reasonably requested by the bureau CEO

Essential Criteria

• Ability to work with limited supervision and prioritise workload
• Excellent oral and written communication skills, including the ability to communicate complex information in a clear and accessible manner
• Excellent organisational skills
• A commitment to the aims and principles of Citizens Advice Bureau. Ability to operate as a team player and communicate effectively with others

Desirable Criteria

• Demonstrable experience of delivering energy advice
• Understanding of holistic advice
• Ability to use telephony and IT systems to deliver services across multiple channels (web chat, telephony and video) via Avaya, Zoom, TEAMS and other systems
• Experience of working with people with multiple and complex needs
• Experience of working with protected adults and ability to deal with issues sensitively

Penicuik Citizens Advice Bureau, based in Penicuik, Midlothian, is an independent advice organisation providing holistic advice and support to local people. We are seeking to recruit an Operations Manager to be responsible for our advice services. This is a key role critical to the smooth running of the bureau and maintaining our standards and ethos.

The post holder will be responsible for the day to day running of our holistic advice and information services providing support and supervision to our volunteer and paid advisers whilst ensuring the quality of advice provided. The successful candidate will require a cool head to manage competing demands whilst working in a pressurised environment. Experience in holistic advice giving, training and mentoring as well as good communication skills are essential for this challenging post.

Employee benefits

Penicuik CAB offers excellent terms and conditions, including a total of 40 days leave and a pension scheme with an 3% employer contribution. Penicuik CAB is an inclusive employer considering flexible working arrangements where appropriate.

About the employer

Penicuik CAB is committed to equal opportunities both in service provision and employment.

Charity number: SC014421

Charity name: Penicuik Citizens Advice Bureau