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For Companies At a Glance
- Tasks: Investigate and resolve energy complaints for vulnerable consumers, making a real difference in their lives.
- Company: Join Citizens Advice Scotland, a leading independent advice network dedicated to helping people.
- Benefits: Enjoy 40 days annual leave, flexible hours, and hybrid working options for a great work-life balance.
- Why this job: Be part of a supportive team and help those in distress while developing your skills.
- Qualifications: Strong communication skills and experience supporting vulnerable individuals are essential.
- Other info: Opportunity for career growth in a dynamic and inclusive environment.
The predicted salary is between 28516 - 34853 £ per year.
Overview
Location: Glasgow or Edinburgh office. The team is based in Glasgow and regular attendance in the Glasgow office will be required.
Workplace type: Hybrid working – 2 days per week during probation, then 1 day per week going forward. This is a minimum; successful candidates can opt to be office based 5 days per week.
Hours per week: 35
Type of contract: Permanent
Job Level and Salary Scale: Level 3, £28,516 – £34,853 per annum, commensurate with experience.
Closing date: 18 September 2025
Face-to-face Interviews: 1st – 2nd October 2025
About the Extra Help Unit
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.
Responsibilities
- As a Caseworker within the Extra Help Unit, investigate and resolve energy complaints on behalf of vulnerable consumers.
- Ensure the consumer’s personal circumstances and any detriment caused by supplier failures are fully considered when negotiating an outcome.
- Deal with a range of callers who are often upset, angry or stressed about their situation; callers may be experiencing financial difficulties or have mental or physical health conditions.
- Support consumers in a respectful, inclusive and non-judgemental manner.
- Work within a great team in a constantly changing energy market with the opportunity to make a difference to people’s lives.
- Note: the role includes handling complex cases and requires adaptability and professional conduct at all times.
Required qualifications and candidate statement
- Excellent verbal and written communication skills with the ability to discuss complex issues in a clear and accessible manner.
- Experience of working with vulnerable individuals and providing emotional support to people in distress.
- The ability to work independently with excellent organisational and time management skills.
- Strong customer service skills with experience of meeting KPIs and quality standards.
- Experience working in or knowledge of the energy industry.
The candidate statement is an important part of the application assessment. It should demonstrate how you meet the essential and desirable criteria and be up to 1-2 pages A4. You may upload the candidate statement as a separate document or include it in the relevant section. Applications without the candidate statement will not be considered.
Employment terms and process
Offer of employment is subject to a satisfactory Basic Disclosure Certificate.
This role offers the opportunity to work at the heart of supporting Scotland’s largest independent advice network and to make an invaluable contribution to citizens’ lives.
For more information about the role, please refer to the Job Pack for Caseworker and for further information on how we process your data, please refer to our Privacy Notice for Job, Volunteer and Applicants. Note: links are available in the original posting.
Employee benefits
Citizens Advice Scotland offers excellent terms and conditions to support a good work-life balance. Benefits include a 35-hour full-time working week, 40 days annual leave, a flexi-time system, and hybrid working opportunities. For additional details, see the job pack.
CAS is committed to diversity and inclusion with policies supporting flexible and family-friendly working arrangements and equality of opportunity for all applicants.
Before you apply
We aim to ensure a fair, objective and transparent application process. Do not include on your CV or candidate statement information such as address, a photo, hobbies, age, date of birth, marital status, nationality.
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Caseworker 2x employer: Citizens Advice Scotland
Contact Detail:
Citizens Advice Scotland Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Caseworker 2x
✨Tip Number 1
Get to know the company and its mission! Before your interview, do a bit of research on Citizens Advice Scotland and the Extra Help Unit. Understanding their values and how they support vulnerable consumers will help you connect with the interviewers and show that you're genuinely interested in making a difference.
✨Tip Number 2
Practice your communication skills! Since this role involves dealing with upset or stressed callers, it’s crucial to demonstrate your ability to communicate clearly and empathetically. Try role-playing with a friend or family member to get comfortable discussing complex issues in a simple way.
✨Tip Number 3
Showcase your experience with vulnerable individuals! Think about specific examples from your past work where you’ve provided support to those in distress. Be ready to share these stories during your interview to highlight your relevant skills and experience.
✨Tip Number 4
Don’t forget to apply through our website! It’s super important to follow the application process as outlined. Make sure you include your candidate statement, as it’s a key part of the assessment. We want to see how you meet the criteria, so make it count!
We think you need these skills to ace Caseworker 2x
Some tips for your application 🫡
Read the Job Description Carefully: Before you start writing, give the job description a good read. It’s packed with clues about what we’re looking for, so make sure you understand the role and its requirements. This will help you tailor your application to show us why you’re the perfect fit!
Craft a Strong Candidate Statement: Your candidate statement is your chance to shine! Use it to highlight your experience with vulnerable individuals and how you’ve provided support in tough situations. Remember, we want to see how you meet both the essential and desirable criteria, so be specific and personal.
Keep It Professional Yet Personal: While we love a friendly tone, remember to keep it professional. Share your experiences and skills, but also let your personality come through. We want to know who you are as well as what you can do, so don’t be afraid to show us your passion for helping others!
Apply Through Our Website: When you’re ready to submit your application, make sure you do it through our website. It’s the easiest way for us to receive your details and ensures you’re considered for the role. Plus, you’ll find all the info you need right there!
How to prepare for a job interview at Citizens Advice Scotland
✨Know Your Stuff
Make sure you understand the role of a Caseworker in the Extra Help Unit. Familiarise yourself with the CEAR Act 2007 and how it relates to energy complaints. This will show that you're not just interested in the job, but that you’re genuinely invested in helping vulnerable consumers.
✨Show Empathy
Since you'll be dealing with upset and stressed callers, practice your empathetic communication skills. Think about how you would want to be treated if you were in their shoes. Prepare examples from your past experiences where you've successfully supported someone in distress.
✨Highlight Relevant Experience
In your candidate statement and during the interview, emphasise any experience you have working with vulnerable individuals or in the energy sector. Be specific about your achievements and how they relate to the responsibilities of the Caseworker role.
✨Prepare Questions
Have a few thoughtful questions ready to ask at the end of your interview. This could be about the team dynamics, the challenges faced in the role, or how success is measured. It shows that you’re engaged and serious about the position.