ABOUT MARCHES ENERGY AGENCY Marches Energy Agency is an independent charity who for over 27 years have delivered practical solutions to reduce fuel poverty and cold homes, promoted energy reduction and encouraged the low carbon solutions for homes and communities. For a full range of our activities see www.mea.org.uk. We are a values-driven organisation with a vision of low carbon homes and communities for everyone, without fuel poverty. We place professional integrity and customer service excellence at the heart of everything we do. Our staff & volunteers are our most precious resource, and we will empower them to bring about change and help us make Marches Energy Agency a great place to work. We are committed to serving our local communities & supporting them to enact meaningful change to decarbonise and achieve net zero. Marches Energy Agency is an Equal Opportunities Employer and committed to equal employment opportunities regardless of age, gender, disability, race or ethnicity, sexual orientation, or faith. JOB PURPOSE We are looking for an organized and compassionate person to provide impartial and unscripted energy efficiency advice directly to householders in need, over the phone and in person at events and home visits. Previous experience of delivering energy advice is not essential, but an enthusiasm for supporting people and reducing costs and carbon is You will undertake formal training and be supported to learn the role. You will join our team of Telford & Wrekin Energy Advisors and assist with advice in other areas (principally Shropshire) where needed. Location: Shrewsbury office / Hybrid, with regular travel around Telford & Wrekin. Duration: 2 years, opportunity to extend, subject to funding. PERSON SPECIFICATION Essential Proven experience of delivering excellent customer service in a service environment. Demonstrable knowledge and commitment to deliver excellent customer service and deliver quality services. Proven ability to prioritise and manage a diverse, complex and time critical workload to deliver results. Ability to use own initiative and also to work as part of a team. Proven track record of excellent organisational, negotiation and interpersonal skills. Proven ability to develop and maintain productive working relationships with colleagues and external contacts with a broad community of interests. Enthusiasm and a commitment for supporting clients to save energy in the home, with a willingness to learn more. Good ITC skills. Demonstrate the ability to think clearly and ability to communicate effectively at all levels, internally and externally. City & Guilds Level 3 In Energy Advice – or a willingness to work to this level (training will be given if not already held). Ability to meet the travel needs of the post, which includes being able to travel to client homes and other places. Desirable Proven experience of delivering outstanding energy advice to vulnerable customers and communities. Knowledge of energy efficiency improvement measures. KEY RESPONSIBILITIES: Operations Provide high quality, tailored advice across all energy advice topics both over the phone, at events and in the home to householders. This includes following MEA protocols for answering calls, responding to emails, making callbacks etc. all within designated timeframes and fitting simple energy efficiency measures.Develop good working relationships with delivery and referral partners. Ensure the provision of excellent customer service and the highest levels of customer engagement are delivered to meet MEA standards.Complete all necessary administrative requirements and record keeping, including completing accurate CRM records, for all customer interactions.Work with other Energy Advisors and Project Team colleagues to ensure the delivery of the Key Performance Indicators and outcomes and outputs for projects that deliver energy advice.Ensure good, up to date knowledge of local networks and referral partners is maintained. Understand and work to meet funders requirements, for example, targets or record keeping ensuring funding claims are maximised.Comply with all Health and Safety standards and requirements to ensure the safety of yourself and colleagues, as well as customers.Support the Energy Advice Team Leader to prepare monthly /quarterly reports on services delivered. Undertake training where required to comply with MEA standards and further knowledge and skills. Any other duties commensurate with the role. Salary: £26,775 - £28,566 FTE Hours: 21.75 – 37.25 hours per week. To include some evening and weekend work for events.