Energy Advisers - Leeds

Scope is a disability equality charity in England and Wales. Together we are Disability Gamechangers. We work to a society where all disabled people enjoy equality and fairness. We campaign tirelessly for everyday equality for disabled people.

Energy Advisers - Leeds 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.

Fixed term until the end of March 2026.

There are 4 x 35 hours positions available.

The hours for this role will be varied over shift patterns from 8am to 8pm Monday to Friday 

Location - Working at Scope's Leeds office (currently at LS1 5SH) and working from home (hybrid)

In this role you will be:

• Reviewing and confirming details from a previous assessment with the customer and conduct a second 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
• To work collaboratively within the team to provide support where needed to ensure KPI’s are achieved
• You will manage a personal caseload and provide practical advice that may be required for your diverse customer base

About You

• You will have a strong background in a customer focused environment, preferably on a helpline and experience of communicating with difficult and complex information via telephone.
• You will have the ability to communicate with a wide range of customers with an understanding of different needs and respond to these accordingly. You will have excellent communication skills, both written and verbal to be able to communicate with customers and colleagues in a clear, meaningful, and effective way.
• This service helps customers through their unfair extra costs and additional vulnerability to fuel poverty. Therefore, you will demonstrate effective person-centred listening, empathy, and probing skills to respond to underlying issues and assist customers to make informed choices.
• Being able to respond positively to change while being able to work effectively with conflicting priorities will allow to succeed within this role.
• It is essential that you have a good working knowledge of IT including Microsoft Office Products. Methodical, with excellent attention to detail when using databases

Scope benefits

We believe hard work deserves reward and recognition. We offer a wide range of benefits including:

• 27 days holiday plus 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 across disability, race and LGBTQ+
• Discounted gym membership, cycle to work scheme and much more.