ABOUT US

We are National Energy Action (NEA) – and our vision is to end fuel poverty; our work to improve and promote energy efficiency brings social, environmental, housing and employment benefits. We believe everyone should be able to afford to keep their homes warm and safe, however, low incomes, high energy bills and poor energy efficiency currently deny this to millions of households across the UK.

NEA’s teams are friendly, knowledgeable and are dedicated to what we do. We are proud of our expertise and proud of the service we deliver to our clients.

We offer colleagues a friendly, rewarding workplace and the chance to build a worthwhile career with a not-for-profit organisation that is proud to make a genuine difference to people’s lives each and every day.

THE ROLE

We have a fantastic opportunity for someone to join us in the position of Warm and Safe Homes (WASH) Advice Line Co-ordinator, to work 37 hours per week. Whilst it is intended that the post be based at NEA’s Newcastle Upon Tyne head office, all staff are currently working remotely on a temporary basis. Hybrid working opportunities can be discussed with the successful candidate. You will provide day-to-day support to our clients and partners (referral organisations) on any queries, or issues, through answering telephone calls and emails. You will be responsible for processing, resolving or escalating client queries within the WASH and wider team in line with internal process. You will be responsible for updating and maintaining appropriate client records and necessary data, using client management systems to ensure the progress of work towards project targets is monitored and outcomes are fully recorded.

Staff working in NEA’s WASH team are knowledgeable and empathetic, with experience of responding to the needs of clients in direct contact settings.

The post sits within the Operations Directorate and is part of a dynamic and caring team of professionals who go the extra mile to support their clients, some of whom may be in difficult circumstances.

What you will need to succeed

You should be able to demonstrate understanding or experience of energy efficiency, you will be empathetic and be a good listener – as well as demonstrable experience of responding to the needs of clients in direct contact settings. You will have the ability to work with a wide range of people and demonstrable experience of working with vulnerable householders, low income and/or other disadvantaged groups.

You will need excellent interpersonal and communication skills with the ability to build trust and rapport with a range of communities and individuals.

An awareness of the environmental, social and economic problems of deprived areas and the roles of the public, private and voluntary sectors in tackling them, is desirable, although not essential.

All staff are currently working from home on a temporary basis, however this role can be a mixture of office/home working. Office locations will be discussed with candidates at interview. Post holders must be resident within the UK, and be able to provide their Right to Work in the UK.

We are offering:

• 11½% non-contributory pension
• 25 days annual leave (FTE) plus additional days in between Christmas New Year Period when our offices close; plus all public holidays per annum
• Flexible working arrangements including the opportunity for Hybrid working
• Enhanced family friendly payments
• Employee Assistance Programme

Please note CVs will not be accepted as part of the application process. No agency or advertising enquiries please.

EA aims to be an equal opportunities employer. We welcome applications from all people with the necessary skills and experience for the post. Charity Registration No. 290511. Company Registration No: 01853927

Job Types: Full-time, Part-time, Fixed term contract
Contract length: 24 months
Part-time hours: 37 per week

Salary: £22,777.00-£27,343.00 per year

Benefits:

• Company pension
• Flexitime
• Sick pay

Schedule:

• Monday to Friday

Work Location: Remote

Reference ID: R22

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