Warm and Safe Homes Advice Line Co-ordinator

ABOUT US

We are National Energy Action (NEA) – and our vision is to end fuel poverty; our work to
improve and promote energy efficiency brings social, environmental, housing and employment
benefits. We believe everyone should be able to afford to keep their homes warm and safe,
however, low incomes, high energy bills and poor energy efficiency currently deny this to
millions of households across the UK. Never has this been more important than today.

NEA’s teams are friendly, knowledgeable and are dedicated to what we do. We are proud of our
expertise and proud of the service we deliver to our clients.

We offer colleagues a friendly, rewarding workplace and the chance to build a worthwhile career
with a not-for-profit organisation that is proud to make a genuine difference to people’s lives
each and every day.

THE ROLE 

NEA is looking to appoint new WASH Advice Line Co-ordinator posts on a full time (37 hours per
week) basis; but we are happy to receive applications from candidates who may wish to work part
time hours as we would be prepared to appoint posts as job share opportunities. Please state
your preferred working pattern in your application and we will discuss this at interview.

WASH Advice Line Co-ordinators will be the first point of contact for vulnerable householders
who are contacting the charity for a range of energy related advice matters. Co-ordinators will
need to be empathetic, polite and have good listening skills but may also need you to
be assertive and confident in order to provide support to clients, some of whom may be in
difficult circumstances. 

Whilst call centre or customer service experience will be advantageous, empathy and an ability
to understand client needs is paramount and our training will give successful candidates the
knowledge to succeed in the role.

The post holder’s main responsibilities will be to deal with customer and partner emails,
calls, live chats and off- line tasks. These will include:

• Provision of day-to-day support to our customers and partners (referral organisations) on
  any queries, or issues, through answering telephones calls and emails.
• Process, resolve or escalate client queries within the WASH and wider team in line with
  the internal process.
• As a WASH Advice Line Co-ordinator, you’ll be in the front line of the provision of
  solutions to client queries and issues as part of a wider team.
• Maintenance of appropriate client records and necessary data using client management
  systems to ensure the progress of work towards project targets is monitored and that project
  outcomes are fully recorded.

The post holder will be responsible for the delivery of a range of projects which will
demonstrate good practice in delivery of affordable warmth for low income and vulnerable
householders.

The post sits within the Communities Directorate and is part of a dynamic and caring team of
professionals who go the extra mile to support their clients, some of whom may be in difficult
circumstances.

WHAT YOU WILL NEED TO SUCCEED 

You should be able to demonstrate understanding or experience of energy efficiency, you will be
empathetic and be a good listener – as well as demonstrable experience of responding to the
needs of clients in direct contact settings. You will have the ability to work with a wide
range of people and demonstrable experience of working with vulnerable householders, low income
and/or other disadvantaged groups.

You will need excellent interpersonal and communication skills with the ability to build trust
and rapport with a range of communities and individuals.

An awareness of the environmental, social and economic problems of deprived areas and the roles
of the public, private and voluntary sectors in tackling them, is desirable, although not
essential.

NEA has several office locations throughout England, Wales and Northern Ireland, and welcomes
applicants from all regions. Home working and office-based locations are available. Preferences
will be discussed with candidates at interview. Post holders must be resident within the UK and
be able to provide their Right to Work in the UK. Hybrid working is subject to a risk
assessment to ensure the working environment is appropriate under health and safety and GDPR
requirements. 

WE ARE OFFERING: 

• £24,702 – £29,768, Scale 4 – 5, Points 7-17 
• 11½% non-contributory pension 
• 25 days annual leave (FTE) plus additional days in between Christmas New Year Period when
  our offices close; plus all public holidays per annum 
• Flexible working arrangements including the opportunity for Hybrid working 
• Enhanced family friendly payments
• Employee Assistance Programme

The closing date for all applications is Monday 26 February 2024 at 12:00 noon. We anticipate
interviewing in the two weeks commencing Monday 11 March 2024. Only shortlisted candidates will
be advised of the interview date. Full details of the posts and an application form are
available on our website.Please note CVs will not be accepted as part of the application process. No recruitment agency
or advertising enquiries please. 

NEA aims to be an equal opportunities employer. We welcome applications from all people with
the necessary skills and experience for the post.