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Energy Adviser - Part Time

Leeds - Closes on 10/02/2021

Job details

  • Whitehall Road, Leeds
  • £22,000 - £24,000 per year (pro rata)
  • 21 hours per week (Monday to Friday)
  • Part time, Permanent

Working at Scope

  • Be a Disability Gamechanger
  • Generous pension
  • Discounts at gyms, restaurants and more
  • 27 days annual leave

 

Job description

Manage a case load of disabled households struggling with their energy bills, supporting and empowering them over the phone.

Main responsibilities

  • Conduct an initial assessment of all customers joining the programme to fully understand their support needs.
  • Develop goal based action plans that clearly show how the customers support needs will be addressed.
  • Measure, record and track “distance travelled” for each customer in caseload and ensure that an evidence based approach is adopted to recording the customer journey.
  • To work collaboratively within the team to provide support where needed in to ensure key performance indicators (KPIs) are achieved.
  • Any other duties as required to support the delivery of the service.

Mandatory for all staff

  • To work seamlessly across department or team boundaries in a collaborative and constructive manner to implement Scope’s strategic direction.
  • To demonstrate a commitment to customer service excellence and deliver against the requirements of Scope’s quality framework.
  • To work within Scope’s policies and procedures.

Internal contacts

  • Heads of Delivery
  • Local Delivery Managers
  • Programme Leads
  • Cross department including, Digital, Research and Marketing colleagues
  • Safeguarding Team

External contacts

  • Customers and third party contacts
  • Organisations - Private, Public and Third Sector who can support and enhance the delivery of the National Service.
  • Local authority safeguarding teams
  • Maintain links with other organisations in relation to safeguarding and wellbeing of customers and staff.

Person Specification

Knowledge and experience

Essential

  • At least two years’ experience working in a customer focused environment, preferably on a helpline.
  • Ability to communicate with a wide range of customers with an understanding of different needs and ability to respond to these.
  • Effective person-centred listening and probing skills to respond to underlying issues and assist customers to make informed choices.
  • Effective interpersonal skills and a positive and collaborative approach to work.
  • Ability to be flexible, respond positively to change, work effectively under pressure and deal with conflicting priorities.
  • Excellent written and verbal communication skills in order to be able to communicate with customers and colleagues in a clear, meaningful and effective way
  • Excellent IT skills particularly Microsoft Office and experience of using databases.
  • Ability to work as part of high performing team in a busy, at times pressurised environment.
  • Ability to organise workload, prioritise effectively and use own initiative.
  • Excellent written English, spelling and grammar
  • Methodical, with excellent attention to detail
  • Willingness to undertake a Disclosure and Barring (DBS) Check

Desirable

  • Experience in providing energy advice.
  • Lived experience of disability.
  • Understanding of the social model of disability.
  • Professional qualification or proven experience in relevant field.
  • Experience of communicating difficult and complex information by telephone.

Scope Core Values:

Pioneering

  • We are ambitious and determined to drive change. We focus on the impact we have. We innovate and strive for better, pushing ourselves and our boundaries.

Courageous

  • We are single-minded in our desire to achieve equality. We are bold, challenging the status quo, ourselves and each other. Not afraid to fail fast and learn quickly.

Connected

  • We connect and collaborate internally and externally, to create a fairer society. We’ll listen and share, tapping into the expertise of others.

Open

  • We are transparent about what we do and how we do things. Creating supportive, accessible environments – building trust with each other and our customers to achieve more.

Fair

  • We make sure everyone has a fair chance. We value and respect each other’s expertise and diversity. We take responsibility for what we do and support each other to succeed.

Contact us

If you have any questions please get in touch.

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