The role 

• Salary: £15,088.32 (pro rata amount) (£23,478 FTE)
• Location: Diss and Thetford Citizens Advice office
• Contract: 1 year contract
• Hours: 21 hours (over 3/4 days)
• Closing date for applicants is: 14th December
• Interviews: 19th December

Role Description

We are looking for a Hardship & Crisis Support Adviser to join our debt and Hardship team. Working mostly at Thetford Citizens Advice office and may also include Diss office, outreaches across Breckland and some remote working on occasion.

This is an exciting opportunity to support residents in the Breckland area through difficult times and make a big difference. You will be passionate about providing an effective service to those most in need.

You will need to demonstrate that you can engage skilfully with clients, be highly motivated, a strong team player with excellent interpersonal and organisational skills. Previous experience in giving advice is not a prerequisite, but a good level of numeracy and literacy is essential.

You will be employed within the Hardship, Crisis and Debt team.

You will also need to complete Citizen Advice Adviser training programme, as part of the role with the opportunity to also train as a debt adviser.

The role includes the following:

• Conduct telephone, email and face-to-face interviews, using sensitive listen and questioning skills to allow clients to explain their issues
• Explore the clients’ circumstances, support needs and access channel preferences considering language barriers, accessibility needs, and issues round digital access and ability
• Identify areas where clients could maximise income or minimise expenditure
• Providing information and advice to empower clients to act on own behalf
• Explore options and implications to enable the client to make informed decisions
• Make applications on behalf of clients to maximise income
• To liaise, where appropriate with Citizens Advice staff and other local organisations to ensure the client’s needs are fully supported
• Provide full support to the client from identifying issues through to resolution
• To record, update and maintain information on a case management system for the purpose of continuity of casework, information retrieval, statistical monitoring and report preparation.

The role 

• Salary: £12,340 pro–rata (FTE £20,567) 
• Location: Diss and Thetford, some remote working from home 
• Contract: 2 years fixed-term contract (December 2023 – November 2025) 
• Hours: 21 Hours over (3 or 4 days) 
• Application Deadline: 11th December

We are looking for amazing administrator to join our Energy and Hardship Support Team. This is an exciting opportunity to join our Warm and Wise in Norfolk team of staff and volunteers supporting local people through difficult times and making a big difference.  

The role will involve contacting clients via phone, email and letter; and using our Case Management System (CMS) to update client records and record outcomes. Supporting the specialist advisers by scanning client documents such as energy bills, scheduling appointments, sending out advice information packs and emergency support vouchers. Good customer skills are essential as well as feeling confident using a range of IT and data management software. 

 Responsibilities  

• Create, update maintain the organisations online systems and records 
• Use of Photocopier, scanner and other IT equipment as appropriate. 
• Answer the telephone, make calls, refer calls or take messages. 
• Responding to email enquiries 
• Produce spreadsheets and run reports from spreadsheets and databases. 
• Word process letters, documents and reports as required. 
• Assist the Energy Project Lead with the marketing of the project including assisting with marketing events, social media and poster campaigns. 
• Liaise with project lead to organise training for the project

The role 

• Hours: 21 hours  (over 3 or 4 days)
• Contract: 2 years Fixed term contact (December 2023 – November 2025)  
• Location: Diss and Thetford, with some travel across Norfolk 
• Salary: £14,075 pro rata (FTE £23,458) 
• Closing Date: 11th December

Would you like to join our small and motivated team to make real difference in our Norfolk communities in delivering specialist energy advice? Well, we’re looking for a committed and pro-active team member to come and join us. 

Our Energy Advisers will deliver specialised domestic energy and fuel advice to clients to limit the impact of fuel poverty on people’s lives. The service will include, but not be limited to the following – reviewing clients energy bills, checking meter set up, heating systems, energy efficiency methods and grant schemes, and working with volunteers with an interest in energy advice and fuel poverty. 

The post holder will be based at Diss and Thetford Offices with some travel across Norfolk for training and information sessions, as well as some home working. 

Responsibilities 

• To conduct telephone, email, web chat and face-to-face interviews, using sensitive listening and questioning skills to allow clients to explain their problem(s) and empower them to set their own priorities 
• To explore clients’ circumstances, support needs and access channel preferences considering language barriers, accessibility needs, and issues around digital access and ability 
• To assist clients in checking their energy bills, increase understanding of energy bills, aid the client in bill switching. 
• To investigate fuel debt and refer for specialist debt advice where appropriate, assisting clients to access grants to clear fuel debts and assist clients in contacting their energy suppliers 
• To check meter set-up is correct and suitable for the client’s heating type.  
• Explaining how to accurately read meters, organising for meters to be read by suppliers. 
• Offering unbiased and impartial advice on smart meters, supporting the clients to change from prepayment to billed meter and vice versa 
• To liaise, where appropriate with the energy team and our partners 
• To explain to clients how their heating systems work, provide information on different types of heating systems, assisting clients to access grants and schemes for replacement heating systems, reporting heating issues to client’s landlord 
• To raise awareness of the priority services register and promoting the Warm Home Discount Scheme,  
• Identify eligibility for Energy Efficiency Funding including local schemes and ECO funding and make referrals to these schemes and record the outcomes.   
• Attend events (occasionally at evenings and weekends) to provide energy advice and promote the energy advice services 
• To work with volunteers and develop learning and knowledge of energy advice within the service. 
• To record, update and maintain information on a case management system for the purpose of continuity of casework, information retrieval, statistical monitoring and report preparation 

• Location: Hybrid – Diss, Thetford and Remote
• Hours: part-time, 28 hours (can be worked over 4 or 5 days)
• Salary: £24,000 pro-rata rate (£30,000 FTE) + bonus on meeting targets
• Contract length: 1 year (6-month review)
• Annual leave: 25 days + bank holidays

The role

We’re very excited to introduce the new role of Head of Marketing and Outreach at Citizens Advice Diss and Thetford. The successful candidate will take a key role in implementing our marketing strategy which places an emphasis on making a big impact in our local communities through hyper-local focused outreach campaigns and activities to generate interest in and fundraising for CADAT. You will be creative and innovative in your thinking, have experience in marketing, campaigning and social media content creation and you’ll be keen to motivate our team to be part of this journey.