Field Based Advice Coordinator

The Advice Centre delivers a range of essential support to directly benefit customers in vulnerable circumstances, helping to lower their energy costs while delivering exceptional customer satisfaction and achieving significant social return on investment. The role of Field Based Advice Coordinator will provide our most in-depth help and advice to energy consumers via the Mobile Advice unit, to provide services that tackle the root causes of fuel poverty and demonstrate a significant social value to those customers supported to help them reduce their energy and other utility bills.

You will ensure to conduct a comprehensive assessment of need for each customer, in order to then deliver high impact, tailored support services including: Providing customers with up to date and relevant energy saving advice covering behaviour change tips, low-cost interventions, fabric and heating measures, energy bill analysis, tariff switching, low carbon technologies; - Establishing whether households qualify for additional national or regional funding streams (i.e. ECO, GBIS, BUS, etc) to support the cost of energy efficiency upgrades in their property and facilitate access to this funding; Referring customers for additional financial support i.e. income maximisation.

You will take a proactive approach and undertake projects to continually improve processes and customer journeys. You will contribute to the allocation of resources and reporting to commissioning clients. You will be able to work well in a small team, and lead by example to ensure exceptional service delivery at all times, there is a requirement to speak directly to customers to deliver these services, particularly customers with more extensive advice needs. This will require strong knowledge of energy efficiency measures and advice in order to provide practical support for customers in vulnerable situations. This commitment to high quality services will contribute to the successful extension of existing funding schemes and/or securing future projects.

You will have experience in and be comfortable with working towards monthly Key Performance Indicators (KPI’s), measured against productivity, call conversion rates and quality of customer calls.

As this role requires driving a Peugeot Boxer Floor Cab Van, you must hold a valid UK Driving License with no violations. Additionally, due to the necessity of commuting to the vehicle depot located in Rochdale, it is imperative that applicants have personal transportation at their disposal.

KEY RESPONSIBILITIES:

* Meet personal KPI’s, responsible for their own delivery and ensuring the performance of the contract by meeting the required contractual volumes alongside the other co-ordinator as a combined effort.

* Contribute to the decisions of the allocation of resources.

* Deliver high quality and granular reporting of outcomes so customer benefits can be articulated and quantified for internal and external stakeholders.

* Recording relevant outputs provided to customers and updating a CRM system to show the number of residents engaged, the types of advice provided and any estimated savings.

* Issue a monthly progress report showing the scope and scale of the service to demonstrate success and areas for improvement.

* Attending a monthly progress meeting with Cadent to review results and confirm any proposed changes to the events schedule.

* Robust reporting on outcomes to demonstrate success and attract future investment.

* Support the Advice Team Manager in identifying gaps for improvements to current processes, facilitate the change with relevant stakeholders, document the change and communicate it to the team manager for distribution to the team. You may be asked to support with and provide training where necessary.

Customer service and project delivery

* Offer energy advice on a day-to-day basis.

* Maintain a positive relationship with all clients.

* Day to day administrative project management tasks, including recording key information on a range of IT systems.

Administration

* Ensure a high level of detail is utilised when carrying out administrative tasks.

* Deliver robust and accurate reporting for both internal and external clients.

KEY KNOWLEDGE AND SKILLS:

* Proven ability to communicate effectively both verbally and in writing, whilst using IT systems for the provision of advice services and reporting metrics.

* Be able to prioritise work, identify and develop ideas and opportunities.

* Customer focus – able to put yourself in the shoes of the customer, be attentive to their needs and provide high quality, timely responses.

* Comfortable communicating with internal and external stakeholders.

* Able to work collaboratively with other team members, contributing to team goals and objectives.

* Able to interact with customers from a range of diverse backgrounds and circumstances, demonstrating genuine care and concern for their wellbeing.

* Demonstrable IT skills and able to quickly develop, with appropriate training support, a good understanding of energy efficiency and income maximisation services, to be able to provide accurate and reliable advice.

* Be able to adapt to change and manage competing demands