Apr
11
Customer Service Officer – Energy/Heating
April 11, 2023 | Comments Off on Customer Service Officer – Energy/Heating
Customer Service Officer - Energy/Heating
Monday - Friday
9am - 5pm
Hybrid role (2 days in office)
Permanent position
£31,800 Per Annum
Previous experience in energy efficiency and fuel poverty required
The role aims to:
* Provide support and advice to those in fuel poverty
* Ensure that all relevant benefits are being taken up
* Avoid families having to choose between "heat or eat" - fuel poverty prevention
* Develop relationships with energy providers to support customers
* Raise awareness across the business through events/forums and marketing relating to energy efficiency
* Work with colleagues in Riverside around the collection of key performance indicators to compare/benchmark performance
* Joined up approach in relation to the decarbonisation agenda, linking into asset management and repairs and damp and mould/condensation
* Promote best practice in energy efficiency and improve EPC ratings
* Improve living environments where damp/mould and condensation negatively impact the customer's use of their home
* Re-connect those with capped gas supplies
* Link the outcomes to disrepair cases to improve outcomes for the customer.
* Provide a better understanding of how our properties are being used by our customers
* The teams across both organisations would be the experts to support other business decisions
* Work with water authorities to understand what additional support can be provided to customers.
* Work in partnership with locally based staff to promote projects and initiatives that will enable
customers to tackle fuel poverty.
* Research existing initiatives and develop local-level action plans which will guide activities.
* Develop strong relationships with frontline colleagues and Tenant and Resident Groups to
coordinate One Housing Group's approach to fuel poverty.
* Provide information and advice relating to affordable warmth both internally to staff and
externally to tenants and residents and local community organisations.
* Build links to external organisations and signpost customers who require support with fuel
poverty and managing fuel debt.
* Assist tenants and residents to access local sources of savings, loans, grants and other energy
related support.
* Work with local organisations to develop, source funding for, and coordinate projects and
initiatives aimed at reducing fuel poverty.
* Host and attend events relating to energy efficiency, fuel poverty and wider financial inclusion
work.
* Collate and promote best practice in energy efficiency and liaise with marketing to promote the
work of the affordable warmth team both internally and externally.
* Develop performance indicators relating to affordable warmth, and record and monitor
performance data.
* Report of performance to relevant forums.
* Working to One Housing Group's policies/commitments in this area of business. Attend
meetings and role model our aims to reduce, reuse and recycle within the workplace.
Encourage savings and efficiency.
* Attend regular meetings with other service delivery teams to discuss and assist with ongoing
and new cases to ensure that our customers receive a joined-up service. Ensure that relevant
referrals are made where necessary.
* Work directly with the Asset Services team to highlight the issues in properties that are directly
impacting on fuel poverty to help inform future decarbonisation priorities.