Energy and Money Adviser

Hours: 37 hours

Salary: £26,545.50

Contract:

• Fixed Term until 31st December 2026
• This is a fixed-term contract with the potential to become permanent, subject to the availability of ongoing funding and business requirements.

Location: Sandwell and Walsall

Closing Date: 23rd August 2026 at 11:59pm

Interview Date: 31st August 2026

Job Purpose:

The Consumer Energy Debt Advice (CEDA) Service is a dedicated remote debt advice service to assist individuals struggling with energy related debt. This service provides expert guidance to clients facing at least one form of energy debt, offering tailored debt solutions to help them regain financial stability. By addressing energy arrears and related financial challenges, CEDA aims to alleviate the burden of debt, improve clients’ financial well-being, and prevent further financial hardship. Through personalised advice, budgeting support, and access to appropriate financial solutions, the service empowers individuals to take control of their financial situation and work towards a sustainable future.

Key Responsibilities

Advice Delivery

• Provide debt advice /casework covering the full range of debt specialisms.
• Provide debt advice /casework support to clients face to face, telephone and through our digital channels
• Act for the client where necessary by calculating, negotiating, drafting or writing letters and telephoning.
• Negotiate with third parties as appropriate.
• Ensure income maximisation through the take up of appropriate benefits.
• Assist clients with other related problems where they are an integral part of their case and refer to other advisers or specialist agencies as appropriate.
• Provide advice and assistance to other staff across the whole range of debt related specialisms.
• Provide high-quality energy and debt advice to clients across a range of channels (face-to-face, telephone, webchat), ensuring advice is accurate, impartial, and tailored to individual circumstances.
• Advise clients on debt options, including the consequences of non-payment, energy disconnection risks, and suitable energy tariff or supplier support schemes.
• Support clients with income maximisation, including benefits checks, budgeting support, and applications for grants, discretionary payments, and charitable assistance.

Case Management

• Ensure that all casework conforms to the appropriate quality standards e.g Quality Advice Assessments, Internal File reviews (IFRs) and Money Advice Service and/or others deemed appropriate.
• Maintain case records for the purpose of continuity of casework, information retrieval and statistical analysis
• Accurately record all client interactions, case details, and outcomes using internal case management systems in line with data protection and quality standards.
• Manage a personal caseload efficiently, meeting deadlines, service targets, and maintaining appropriate levels of contact and follow-up with clients.

Learning, Development and Training

• Undertake mandatory training requirements on Wiser Adviser/MaPS accredited debt advice training to be able to advise at Caseworker level within agreed timeframes.
• Engage in continuous professional development by keeping up to date with relevant legislation, policy changes, and sector developments.
• Willingness to work towards achieving level 3 in energy awareness within agreed timeframes.
• Attend relevant internal and external meetings as agreed with the line manager.
• Prepare for and attend supervision sessions/team meetings and forums as appropriate.
• Assist with Service initiatives for the improvement of services.

Team and Partnership Working

• Work collaboratively with colleagues and external agencies to provide coordinated support to clients and appropriate referrals where needed.
• Participate in team meetings, supervision, and quality assurance activities to support continuous service improvement.

Other duties and responsibilities

• Follow agreed processes for casework, data handling, safeguarding, and client confidentiality, ensuring compliance with all regulatory and organisational standards.
• Carry out tasks that may be asked of you by your line manager to ensure the effective delivery and development of the service needs.
• Abide by health and safety guidelines and share responsibility for own safety and that of colleagues
• Understanding of and commitment to the aims and principles of the CAS&W service including our Roots values as well as our equality and diversity policies

Other such duties may be required from time to time due to business needs, which are consistent with the Job Purpose.

What We Offer Our Colleagues

At Citizens Advice Sandwell & Walsall, we know that our colleagues are at the heart of everything we do. That’s why we’re committed to creating a supportive, inclusive workplace where you can thrive, grow and make a meaningful difference every day.

As The People’s Champions, we believe in recognising and rewarding the dedication of our colleagues. From generous annual leave and flexible working to wellbeing support and professional development, we offer a range of benefits designed to support you both in and outside of work.

Our Benefits

• Generous Annual Leave – Enjoy 26 days’ annual leave plus bank holidays. Your entitlement increases to 31 days after five years’ service and 33 days after ten years’ service.
• Flexible Working – We recognise the importance of work-life balance and offer flexible working arrangements where business needs allow.
• Competitive Pension Scheme – Helping you build a secure future.
• Paid Volunteering Day – One fully paid day each year to volunteer for a cause that matters to you.
• Blue Light Card – All paid colleagues are eligible to apply for a Blue Light Card, giving access to discounts on shopping, dining, travel, entertainment and much more.
• Annual Pay Review – We review pay annually to help ensure it remains fair and competitive.
• Health & Wellbeing Support – Access to our Employee Assistance Programme (EAP), providing free and confidential advice and support.
• Learning & Development – We invest in your future through training opportunities, professional qualifications and ongoing personal development.

Supporting Every Colleague

We’re committed to creating a workplace where everyone feels respected, valued and supported. Our inclusive policies help colleagues through different stages of life and reflect our commitment to equality, diversity and inclusion.

• Carers’ Policy – Up to three days’ paid carers’ leave and five days’ unpaid carers’ leave within a 12-month period.
• Menopause Policy – Providing guidance, understanding and practical support for colleagues experiencing menopause.
• Trans Inclusion Policy – Creating an inclusive workplace where colleagues of all gender identities feel safe, respected and empowered to be themselves.

How to apply?

If you are interested in this opportunity, please submit:

• An up-to-date CV and
• A covering letter (maximum two A4 pages) explaining how your skills, knowledge and experience meet the requirements of the Person Specification and why you are suitable for the role.

Please ensure your covering letter provides clear examples of how you meet the essential criteria outlined in the Person Specification. Shortlisting will be based on the information provided in your CV and covering letter.

If you require any adjustments or support to help you with your application, please don’t hesitate to contact us.

Applicants must have the legal right to work in the UK. As part of our recruitment process, you will be required to provide evidence of your right to work before employment can commence. Please note that proof of eligibility will be requested at the interview stage.

Wishing you all the best with your application!