Safe and Warm Community Advisor

For ALL personal contract roles, paste Job Capture Form here. For graded roles , paste Job Capture Form OR job advert here. Resource – Who /what are they responsible for? No direct reports. Skills required We are looking for someone with experience in delivering great customer service, providing advice services and energy efficiency, so a NVQ or equivalent experience in Advice Guidance, Customer Service and / or Energy Efficiency would be preferential Excellent communication skills – these are essential to the role to ensure customers value and get the best outcomes from the support services provided Excellent team working skills – building impactful and trusted working relationships are essential to support customer action plans are successful Drive to deliver great customer and partner experience, working well with people to deliver sector leading performance Strong IT and written skills – the role will require reporting and on occasion written communications with customers and colleagues Strong ethical standards and the ability to confidently work autonomously and collaboratively within our team Successful applicants will learn and become an expert in customer information related to GDPR, Vulnerable Customer Journeys, Guaranteed Standards of Performance, Energy Advice services (level 3) and Customer Enquiries / Complaints Holds a UK driving licence as significant travel is required in the role, this could include occasional overnight stays Job Title Safe and Warm Community Adviser Salary Range Grade 2 Depot / Department Customer Experience, Social Impact and Vulnerability Reports to (job title) Safe and Warm Community Manager Direct reports (job title(s) None Overall purpose of job Working within the Customer Experience team, you’ll be responsible for in person customer engagement in communities, before, during and after planned works. You’ll work alongside our operational teams to identify any customers that require extra help as we go about our works and put plans in place to ensure any potential disruption is minimised. Through identifying customers in vulnerable situations within our community you’ll have the opportunity to provide extra help services designed to support our customers to stay safe and warm at home. This could be through the provision of SGNs Additional Services or through connecting eligible customers into trusted partner organisations that address their specific customer needs. Key responsibilities Responsible for the provision of proactive front-line customer engagement for vulnerable or at-risk customers as part of our planned work to ensure that their needs are identified, and reasonable provisions are put in place along agreed customer journeys from notification to work complete Responsible for supporting vulnerable customers with relevant offers through SGN’s Additional Services and local support schemes designed to support customers in vulnerable situations use energy safely, efficiently and affordably Responsible for identifying opportunities to engage vulnerable customer groups in community centres to provide safeguarding support services that help vulnerable use energy safely, efficiently and affordably, including advice on resilience to utility outages To work alongside our operational and customer experience teams to support the implementation of initiatives that help customer facing teams ‘never walk away from a customer in need’ through promotion and feedback To work alongside our operational and customer experience teams to look for opportunities to improve customer experience, reduce customer complaints by sharing customer feedback and insights Support our customer service and operational teams with customer welfare support where required during gas emergencies in hours and via the regional standby rota Impact of role Successful delivery of GD3 Business Plan commitments, maximisations of reputational incentives for vulnerability and adherence to licence obligations linked to customer service Performance against Treating Customers Fairly licence obligation, and retention of BSI Inclusive Services Verification / Kitemark and CCA verification Customer Satisfaction / reputational impact of support on site during incidents Key stakeholders External: Customers, (including those in vulnerable circumstances, and those who are seldom heard), third sector charities, customer advocacy groups, energy advice service delivery organisations Internal: Social Impact and Vulnerability team, Customer Experience Performance officers and Customer Experience managers, Customer Careline team, Southern and Scotland Operations teams and Stakeholder and Community managers.