Job Description

Job Overview

Are you looking to work in a friendly and energising workplace, helping households to save money and deal with the issues surrounding the Cost-of-Living Crisis and more? If yes, you may be just the person we are looking for.

Working as part of our advice team you will have excellent customer service skills, be well organised, be an excellent communicator verbally & written, be a supportive team player, flexible, responsive, and timely in your approach.

You must be comfortable dealing with a wide range of people over the telephone, able to carry out the relevant administrative duties and referral processes applicable to the role with accuracy and speed. The goal is to ensure that office operations post telephone enquiries are dealt with efficiently and add maximum value to the charity and the work that we do.

Option to be located at our Head office in Warwickshire or our satellite office in Birmingham city centre.

KEY DUTIES AND RESPONSIBILITIES

Responsibility as part of our 1st in line Telephone Advice team supporting the customer calls on a day-to-day basis. Assist the project team with the delivery of energy efficiency schemes, projects & events. To assist when required with attendance at public events. The production of documents to a high standard of accuracy and presentation using the software provided. Maintain high standards when managing con?dential information, complying with Act on Energy's General Data Protection Procedures GDPR and legal requirements ensuring security, integrity, and confidentiality of data. To achieve agreed outcomes and outputs, and personal appraisal targets, as agreed by line manager. To be committed to the Act on Energy's core values of public service, quality, equality, empowerment and to demonstrate this commitment in the way duties are carried out. To ensure that all duties are undertaken with due regard and compliance with the General Data protection Act 2018 and other legislation. To carry out duties and responsibilities in accordance with Act on Energy's Health and Safety Policy and relevant Health and Safety legislation The post holder may be expected to work some weekends and evenings as required. Ability to communicate effectively both orally and in writing at all levels.

ABOUT YOU

You should demonstrate in your CV and covering letter how you meet the requirements of the role. Please ensure that you address each one of the criteria above and below as this will be used to assess your suitability for the post.

Essential skills:

Minimum of one years experience in a customer service environment Confident and clear telephone manner Have the ability to cope with the sometimes distressing nature of our customers circumstances. To achieve agreed outcomes and outputs, and personal appraisal targets, as agreed by line manager. To be committed to the Act on Energy's core values of public service, quality, equality, empowerment and to demonstrate this commitment in the way duties are carried out. To carry out duties and responsibilities in accordance with Act on Energy's Health and Safety Policy and relevant Health and Safety legislation The post holder may be expected to work some weekends and evenings as required To assist when required with attendance at public events. Ability to communicate effectively both orally and in writing at all levels. Maintain high standards when managing con?dential information, complying with Act on Energy's General Data Protection Procedures GDPR and legal requirements ensuring security, integrity, and confidentiality of data.

Desirable skills:

Knowledge of domestic sustainable energy and affordable warmth issues Knowledge and experience of housing, health and social care services and practice Good general knowledge of energy infrastructure in UK Experience of working in, or in support of, local or other statutory authorities

Characteristics:

Cheerful & friendly, confident, reliable, and honest.

TRAINING

Training provided and a requirement to undertake level 3 qualifications to support the role

TERMS OF EMPLOYMENT

Subject to a 6-month probationary period.

OUR MISSION/ CORE VALUES

At Act on Energy, we strive to engage with householders to support them through their energy journey offering a full home energy support service and impartial advice with the householder at the centre of all that we do.

We ensure that we handhold the most vulnerable householders through all their energy needs and aim to empower others to make ongoing decisions that will provide better health and economic outcomes for residents across the West Midlands.

Job Type: Full-time

Pay: 26,343.00-27,676.00 per year

Benefits:

Company events Company pension Sick pay
Schedule:

Monday to Friday
Work Location: In person

Application deadline: 21/08/2025
Reference ID: EA.July2025
Expected start date: 01/09/2025