Manager - Energy Projects

Citizens Advice Plymouth
02 Apr 2021
09 Apr 2021
Contract Type
Full Time
Do you enjoy coaching a team to reach their targets? Do you want to work for a charity that puts people at the heart of everything it does? 

Citizens Advice Plymouth provides free, independent, confidential, and impartial advice to everyone on their rights and responsibilities. We aim to provide the advice people need for the problems they face and improve the policies and practices that affect people's lives. 

We're looking for an experienced manager with a real passion for people to support the continued growth on our national utility contracts. You'll be managing advisers, administrators and caseworkers from different projects, making sure we continue to drive consistency and deliver high quality advice to our clients. 

You won't be afraid to tackle a difficult situation, you'll embrace change and lead by example, and have a great eye for detail. You'll be committed to encouraging diversity, promoting equality and challenging discrimination in everything you do. 

The role will include:

Service Delivery

Contribute towards project development ensuring you support advisers and administers during core office hours.
Provide income maximisation and energy advice on the project when required.
Ensure delivery of agreed level of service and adequate staff cover by contributing to the forward planning of resources and tasks.
Ensure that up to date processes and resources are available to Advisers.
Ensure that clients are provided with the correct advice and options, based on the client’s need and Citizens Advice Plymouths resources.
Monitor the quality of advice in line with the Advice Quality Standard
Quality check advice through case checking, call observations and file reviews.
Ensure all client follow up appointments are completed.
Help develop and maintain standards of service delivery.
Help with the continuing development of the service by feeding operational ideas to the Head of Utilities.
Ensure that appropriate systems are developed and maintained for case recording, statistics, follow up work and quality control.
Ensure that the correct amount of applications are referred to projects.  
Ensure all relevant policies and procedures are followed.
Complete 1-2-1s and appraisals with your team in line with the performance management policy.
Organise and record all induction training and complete probation meetings with your team.


Ensure that each client that accesses the service has a reporting sheet in line with the project requirements.
Keep up to date central records of performance weekly, monthly, quarterly, and annually.
Produce reports at the frequency requested by the supplier and meet any reporting deadlines.
Complete conference calls with stakeholders and host any site visits that need to take place.
Complete full reports on energy projects and the impact of the service.
Ensure that the correct AICs are set up so the key statistics report has the desired impact when sending to stakeholders

Staff supervision

Motivate, develop, and inspire advisers on the contract.
Monitor quality of advice, as part of the case checking team, through regular case checking in line with the case checking guidance and Citizens Advice requirements and provide feedback to advisers.
Provide regular feedback to the Head of Utilities on the progress of individuals and any training needs.
Alert the Head of Utilities of any quality or productive concerns.
Attend consistency meetings and drive best practice across the Project Lead team.
Encourage good teamwork and lines of communication between all members of staff.

Professional development

Keep up to date with legislation, case law, policies and procedures relating to energy advice and undertake appropriate training
Read relevant publications
Attend relevant internal and external meetings as agreed with the line manager
Prepare for and attend supervision sessions/team meetings/management team meetings as appropriate.
Be aware of own learning needs
Be aware of own behaviors and conduct


Manage and maintain the home visit calendar ensuring good communication with points of contact at local Citizen Advice offices.
Record meetings and conversations on our HRM system in line with company policy and procedure.
Meet with the Head of Utilities monthly to go through reporting of the contract.
Ensure that advisers are recording all expected and confirmed outcomes on Casebook 
Maintain local information systems
Use IT for statistical recording, record keeping and document production
Keep up to date with policies and procedures relevant to the role and undertake appropriate training
Maintain a library of reference materials

Research & campaigns

Involving all staff and volunteers in research and campaigns work
Reassuring staff that research and campaigns work is good for clients
Appointing and supporting a research and campaigns champion
Ensuring training for the development of research and campaigns skills for all staff and volunteers

Public relations

Engage with and develop networks locally and nationally

Other duties and responsibilities

Carry out any other tasks that may be within the scope of the post to ensure the effective delivery and development of the service
Demonstrate commitment to the aims and policies of the Citizens Advice service
Abide by health and safety guidelines and share responsibility for own safety and that of colleagues
Comply with all Citizens Advice information assurance guidelines.

Person Specification

The ability to work across different contracts making sure you follow obligations as set out by Ofgem. 
A passion for celebrating success and motivating people.
Experience of leading a team that have different learning styles. 
Experience of providing advice and leading a team of advisers.
Experience of leading a project that exceeds targets. 
Understanding and commitment to the aims, principles, values and behaviour framework of Citizens Advice Plymouth.

Please note we do not accept CVs or letters of interest. To apply, please complete the application form attached.