Energy/Generalist Advisor

Apply before 11.59pm on 19 June 2026.

Job summary

Salary

28,000

Location

Citizens Advice Hertsmere

Workplace

Office based

Contract

Permanent

Hours per week

37.5

How to apply

You can check for more information and how to apply.

About the role

Purpose of the Role

Provide high-quality, free, confidential and impartial advice to clients across a range of issues, including Energy, benefits, housing, employment.

Key Responsibilities

• Carry out client interviews face-to-face, by telephone and digitally to identify problems, priorities and desired outcomes.

• Explain clients’ rights, options and possible consequences clearly and sensitively, empowering them to make an informed decision.

• Manage a caseload of energy advice cases, including follow-up work where required. This can include complaints to Energy providers and the Ombudsman.

• Complete application forms, draft letters and complaints.

• Refer clients to specialist advisers, internal services or external agencies as needed

• Maintain accurate, timely and confidential case records using Citizens Advice Casebook system.

• Work in line with Citizens Advice policies, procedures and quality standards.

• Identify safeguarding concerns and follow appropriate safeguarding procedures.

• Keep advice knowledge up to date through training, supervision and self-directed learning

• Contribute positively to team working, service improvement and organisational objectives

Person Specification

Essential:

• Experience in advice-giving or customer support (e.g., call centre, community outreach or within Citizens Advice)

• Ability to manage workload independently and meet targets

• Strong communication and interpersonal skills

• Commitment to equity, diversity, and inclusion

• Willingness to undertake NEA Level 3 Energy Awareness training

• Willingness to undertake Citizens Advice Core Training

Desirable:

• NEA Level 3 or 4 qualifications in energy awareness or decarbonising homes

• Experience working with vulnerable communities

• Familiarity with Citizens Advice systems and values

• One year advice experience within Citizens Advice

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Benefits

• 6.8 weeks annual leave

• 6% matched pension contributions

• Flexible and some hybrid working options considered

• Free Parking

Please submit your CV to sarahconnor@hertsmerecab.org.uk