Energy Adviser

The Energy Adviser delivers specialised domestic energy and fuel advice to clients to

help limit the impact of fuel poverty on people's lives. The service includes reviewing

clients' energy bills, checking meter set-up and heating systems, advising on energy

efficiency methods and grant schemes, and working with volunteers who have an

interest in energy advice and fuel poverty.

Core Responsibilities

• Conduct telephone, email, web chat and face-to-face interviews, using sensitive listening and questioning skills to allow clients to explain their problem(s) and empower them to set their own priorities.
• Explore clients' circumstances, support needs and access channel preferences, considering language barriers, accessibility needs and issues around digital access and ability.
• Assist clients in checking and understanding their energy bills and support them with bill switching.
• Investigate fuel debt and refer for specialist debt advice where appropriate, assisting clients to access grants to clear fuel debts and to contact their energy suppliers.
• Check that meter set-up is correct and suitable for the client's heating type, explain how to read meters accurately and organise supplier meter readings where required.
• Offer unbiased and impartial advice on smart meters, supporting clients to change from prepayment to billed meters and vice versa where appropriate.
• Liaise, where appropriate, with the energy team and partner organisations.
• Explain to clients how their heating systems work, provide information on different types of heating systems, assist clients to access grants and schemes for replacement heating systems, and report heating issues to landlords where appropriate.
• Raise awareness of the Priority Services Register and the Warm Home Discount Scheme.
• Identify eligibility for Energy Efficiency Funding, including local and national schemes, make referrals to these schemes and record outcomes.
• Attend events, occasionally during evenings and weekends, to provide energy advice and promote the energy advice service.
• Attend home visits to vulnerable clients.
• Work with volunteers and develop learning and knowledge of energy advice within the service.
• Record, update and maintain information on a case management system for continuity of casework, information retrieval, statistical monitoring and report preparation.
• Support the Development Committee.