Energy Adviser in Leeds

Fixed term until March 2028, with possibility of extension. £25,563.66 a year. Leeds Office/Work from home.

One in four of us in the UK are disabled and we are a diverse, proud, and vibrant community. We’re here to create an equal future with all disabled people. We campaign to transform attitudes to disability, tackle injustice and inspire action. We are creating a powerful movement of disabled people, allies, organisations and businesses. Together we will be unstoppable.

We are looking for an Energy Adviser - Leeds to join our team. As Energy Adviser you will manage a caseload of disabled households struggling with their energy and water bills, supporting, and empowering them over the phone. Customers in need of either more in-depth support, or support with water bills, will be referred to you by a separate team of advisers.

The Role:

• Reviewing and confirming details with the customer and conduct an assessment to fully understand their support needs.
• Developing goal-based action plans that clearly show how the customers' support needs will be addressed.
• Where needed, complete actions on customer’s behalf such as speaking to a supplier or submitting an application.
• Provide clear and detailed updates to the customer afterwards.
• 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.
• Work collaboratively within the team to provide support where needed to ensure KPI’s are achieved.
• Manage a personal caseload and provide practical advice that may be required for your diverse customer base.

About You:

• Strong background in a customer focused environment, preferably on a helpline and experience of communicating with difficult and complex information via telephone.
• Communicate with a wide range of customers with an understanding of different needs and respond to these accordingly.
• Excellent communication skills, both written and verbal to be able to communicate with customers and colleagues in a clear, meaningful, and effective way.
• Demonstrate effective person-centred listening, empathy, and probing skills to respond to underlying issues and assist customers to make informed choices.
• Proactively respond positively to change while being able to work effectively with conflicting priorities.
• Good working knowledge of IT including Microsoft Office Products.
• Methodical, with excellent attention to detail when using databases.
• Drive and enthusiasm and can demonstrate that you care passionately about improving the lives of disabled people and their families and that you have a good knowledge of Energy and Utilities and ideally have City and Guilds Level 3 in Energy Advice.

We welcome applications from people with lived experience of disability and from all backgrounds. We also ask you to share how you support Scope’s values and contribute to our mission of creating an equal future with disabled people.

Additional information:

• You must have the legal right to work in the UK to apply for this role. We cannot provide visa sponsorship.
• We use an anonymised application process to support our commitment to equality, diversity and inclusion. All applicants must submit an anonymised CV and complete a short online application form.

Our values: Pioneering, Courageous, Connected, Open, Fair. We trust each other and give colleagues freedom to be creative, push boundaries, and change minds.

Disability confident scheme: We are proud to be a charity committed to disability equality. We welcome applications from disabled people and anyone with an impairment, long-term condition, or access need. We want our colleagues to reflect the diverse communities we serve. Scope is a Disability Confident Leader. We are committed to making sure disabled people have fair and equal access to work.

Benefits:

• 27 days holiday and bank holidays.
• Flexible, hybrid, and remote working options.
• Pay progression at 6 months and 2 years.
• Company pension.
• Excellent training and career development.
• Strong colleague networks (disability, race, LGBTQ+, gender, social mobility, carers, young people).
• Discounted gym membership, cycle-to-work scheme, and more.