Caseworker (Extra Help Unit)

  • Full time
  • £25,338
  • Glasgow office with options for blended working*
  • Closing 29th May 2022


  • Advertised from 13th May 2022
  • 35 hours per week. Fixed -term contract for 14 months.

Role

The Citizens Advice network in Scotland is the largest independent advice service in the country. Citizens Advice Scotland is a charity within this network – we act as a national organisation supporting and representing the service as a whole and the interests of citizens. At the heart of the network there are 59 individual citizens advice bureau organisations across Scotland, all operating as independent charities in their own right, and generally focusing on providing support directly to clients. Each of these organisations is a member of Citizens Advice Scotland. Also providing significant added value are the national elements of the service run out of Citizens Advice Scotland, such as the Extra Help Unit. We believe that every citizen should have access to free, impartial and confidential advice that helps them make informed decisions, whenever they need it and however they choose to access it.

As a Caseworker within the Extra Help Unit, you will carry out an important role by investigating and resolving energy complaints on behalf of vulnerable consumers. You will ensure that the consumer’s personal circumstances and any detriment caused by supplier failures are fully considered when negotiating an outcome. You will deal with a range of callers who are often upset, angry or stressed about their situation. Callers may also be experiencing financial difficulties, or have mental or physical health conditions. You will be expected to support consumers in a respectful, inclusive and non-judgemental manner.

The Caseworker role is both challenging and rewarding, with the majority of complaints and circumstances being complex in nature. You will get to work within a great team, and within a constantly changing energy market with the opportunity to make a difference to people’s lives.

*This role is based in our Glasgow office. Options for hybrid working are available. Since the beginning of the COVID-19 crisis the majority of CAS staff have been working from home, but we have now started a transition back to the office and expect all staff to be attending the office in some capacity from the end of May 2022. CAS have introduced a blended working policy to allow our employees to balance their time attending the office with time working from home, and the number of days you will be expected to attend the office each week can be discussed as part of the recruitment process. Candidates should be prepared to attend the office on their first day for an induction, and to attend the office thereafter as required.

Employee benefits

Citizens Advice Scotland offers excellent terms and conditions, including a total of 40 days leave (including public holidays) and a pension scheme with an 8% employer contribution. We have a flexitime scheme which enables our employees to work flexibly in line with organisational requirements, and as an inclusive employer we are happy to consider other flexible working arrangements where appropriate.

Application notes

Closing date: 29 May 2022

Interviews: w/c 13 June 2022

To apply for this role, please send completed copies of the Personal Details Form, along with your current CV to: recruitment@cas.org.uk

In addition, we ask you to provide a short written statement (maximum of two pages) with examples which demonstrate how you meet the requirements of the post, as set out in the job description and person specification.

You can find all necessary forms below or on our website.

Equality & diversity monitoring

To help Citizens Advice Scotland monitor equality and diversity statistics please return the Equality & Diversity Monitoring Form separate from your other application documents by emailing it to: equalitymonitoring@cas.org.uk

About the employer

Citizens Advice Scotland is an Equal Opportunity Employer.

The Scottish Association of Citizens Advice Bureaux – Citizens Advice Scotland. Scottish charity (SC016637) and company limited by guarantee (89892)


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