Caseworker 2x

>        Location: Glasgow or Edinburgh office

Please note that the team is based in Glasgow and, in this case, regular attendance in our Glasgow office will be required.

>        Workplace type: Hybrid working - (2 days per week during probation then 1 day per week going forward.  This is a minimum, but successful candidates can opt to be office based 5 days per week)

>        Hours per week: 35

>        Type of contract: Permanent

>        Job Level and Salary Scale: Level 3 £28,516 - £34,853 per annum, commensurate with experience.

Closing date: 18th September 2025

Face-to-face Interviews: 1st - 2nd October 2025

The Extra Help Unit (EHU) provides support to vulnerable domestic consumers and micro-businesses across Great Britain with their energy complaints. As defined in the CEAR Act 2007, the EHU has statutory duties to deal with cases where the consumer’s energy supply has been disconnected or is at risk of imminent disconnection.  The Unit also has statutory powers to support vulnerable consumers.  A person may be deemed to be vulnerable due to their personal circumstances, the complexity or urgency of their complaint. The EHU is a referral only service with agreed referral partners including Citizens Advice Consumer Service, Ofgem and Ombudsman Services: Energy.

As a Caseworker within the Extra Help Unit, you will carry out an important role by investigating and resolving energy complaints on behalf of vulnerable consumers. You will ensure that the consumer’s personal circumstances and any detriment caused by supplier failures are fully considered when negotiating an outcome. You will deal with a range of callers who are often upset, angry or stressed about their situation. Callers may also be experiencing financial difficulties, or have mental or physical health conditions. You will be expected to support consumers in a respectful, inclusive and non-judgemental manner. 

The Caseworker role is both challenging and rewarding, with the majority of complaints and circumstances being complex in nature. You will get to work within a great team, and within a constantly changing energy market with the opportunity to make a difference to people’s lives.

Please note that the offer of employment for this role will be subject to a receipt of a satisfactory Basic Disclosure Certificate. 

This role offers you the opportunity to work at the heart of supporting Scotland's largest independent advice network and to make an invaluable contribution to citizen’s lives.

For more information about the role, please refer to Job Pack - Caseworker.pdf.

If you have an issue with downloading the above document, please request it at recruitment@cas.org.uk.

For further information on how we process your data and your information rights, please refer to our Privacy Notice - Job Volunteer and Applicants.

Employee benefits

Citizens Advice Scotland offers excellent terms and conditions. We want our people to have a great work life balance and we have designed our working practices and benefits to support this. Here are some of things our employees benefit from: a 35-hour full time working week, 40 days annual leave, a flexi-time system which recognises and protects the operational delivery aspects of the service, and hybrid working opportunities for every role. For more details of some of the other benefits on offer to our employees, please see the section on employee benefits in the job pack.

Citizens Advice Scotland is committed to promoting diversity and inclusion. We offer a range of family friendly, inclusive employment policies and flexible working arrangements to support all our staff. We are also committed to equality of opportunity for all and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.

CAS provides options for hybrid working to allow employees to balance their time attending the office with time working from home. The number of days you will be able to work from home each week will be dependent on your job role and can be discussed as part of the recruitment process.

Before you apply

Our aim is to make ensure our application assessment process is fair, objective and transparent.

As such, please do not include on your CV or candidate statement the following information: your address, a photo, hobbies, age, date of birth, marital status, nationality.

The candidate statement

The candidate statement plays a very important part in the application assessment process. It is a free space for you to showcase your skills, competencies, and experiences relevant to the role. Please include examples which demonstrate how you meet the following requirements:

>          Excellent verbal and written communication skills with the ability to discuss complex issues in a clear and accessible manner

>          Experience of working with vulnerable individuals and providing emotional support to people in distress

>          The ability to work independently with excellent organisational and time management skills

>          Strong customer service skills with experience of meeting KPIs and quality standards.

The candidate statement is expected to be up to 1-2 page(s) A4 long.

You have the option to upload your candidate statement as a separate document or you can write your candidate statement in the section below. Please choose the option that best work for you.

Please note that applications without the candidate statement will not be considered.

While we recognize AI can be a helpful tool for starting your application, and may help you by sparking an idea more easily than starting with a blank page, we really want you to show in your application who you are and how you think. AI will never replace the important human element at the application stage. Please make sure that you write your candidate statement yourself.