Consumer Energy Debt Adviser; Trainee

Citizens Advice Bury & Bolton (CABB) is a leading provider of social welfare law advice and information, supporting thousands of clients every year. We are a busy, client focused and dynamic service with a track record of delivering high quality advice face to face, over the phone and digitally.

Our communities are facing unprecedented challenges with continued rising costs. The rising cost-of-living continue to directly impact individuals and families, with more people than ever in negative budgets, debt and housing crises.

This role is part of an exciting new national project - Consumer Energy Debt Advice (CEDA) service, which is a fully digital (primarily telephone, with possible scope for webchat delivery in future) debt advice service for clients who present with at least one form of energy debt. It is intended to reduce the impact of personal debt by providing debt solutions to clients.

This is expected to be a high-volume project (specific KPIs to be established), providing tailored advice over the telephone to meet client needs.
There's no average call – advice is tailored, and each client is treated equally. It can sometimes be a challenging role, but you will be fully trained and supported, working as a key part of an approachable and supportive team in a rewarding environment – and working alongside an established team of social welfare law advisers.

To be successful in this role you will be able to work in a trauma informed manner, with a high level of accuracy and attention to detail, exhibiting excellent listening and questioning skills.

About you:

• Experience in delivering information, guidance or advice to clients/customers
• Experience of supporting clients/customers over the telephone
• Excellent interpersonal skills to engage with a diverse range of clients,
• Organisational skills with the ability to adapt, prioritise deadlines and competing tasks in a fast-paced environment,
• A genuine passion for continual professional development,
• Be empathetic, compassionate and resilient, understand how to use trauma informed approaches and be adaptable to client needs
• Be resilient and adaptable - this is a high pressured role

Key elements and tasks within this role include:
Provide high quality tailored debt advice through one-off advice and ongoing casework to clients through;

• Effective interviewing – using sensitive and questioning skills
• Identify client’s money advice and debt needs
• Identify emergency advice issues, advising/supporting on dealing with these emergency issues
• Advise and empower clients through informing of debt solutions and their implications
• Assess if grants/one-off support is available to client and advise on how to apply/support where possible
• Support clients to set sustainable budgets and maximise their income
• Empower clients to set their own priorities
• Identify vulnerable clients who require additional support and act for them where possible
• Work closely with colleagues within the organisation and external partners to provide holistic advice and support to all clients.
• Achieve performance targets required of the adviser post (KPIs) and ensure that all work meets quality standards and the requirements of FCA regulations, MaPS standards and Advice Quality Standards.
• Maintain detailed case records for the purpose of continuity of casework, information retrieval, statistical monitoring and report preparation (using national case management system Casebook).

• Employer:
  
  Citizens Advice Bury & Bolton
• Locations:
  Hybrid, Bolton, Bury
• Role Type:
  Permanent
• Working Hours:
  
  Full-Time

• Closing Date:
  Sunday 13th September 2026 at 12:00pm
• Contact Name:
  Cat Aherne
• Contact Information:
• Employee Benefits:
  
  We value the people who work here. The following are included within the employee remuneration packages as standard
• A flexible 35 hour working week (for full time employees)
• Generous holiday entitlement - starting at 25 days per year, increasing to 30 (in addition to bank holidays), pro-rata for part time
• Additional day off for your birthday
• 5% employer contribution pension scheme
• Access to 24/7 confidential telephone counselling and structured counselling support
• Access to online GP and telephone counselling services
• Enhanced family friendly leave and occupational sick leave
• Access to Blue Light Card and other charity discount schemes
• Flexible Working Options:
  Flexitime
• Would You Consider A Job Share For The Role?:
  Yes