[Hiring] Home Energy Advisor @M Group

Role Description

As a Home Energy Advisor, you’ll work directly with residents to help them understand their energy use, reduce their energy costs and access the right support for their individual circumstances. Providing advice both over the telephone and in residents’ homes, you’ll be joining a team that is passionate about creating warmer, healthier and more energy-efficient homes.

This is a fixed-term contract until 31 March 2027, and we’re looking for someone who can start as soon as possible.

Please note: You must already hold a Level 3 Energy Awareness qualification to be considered for this role.

What will you be doing?

• Advising residents on how to use energy effectively and efficiently, both over the telephone and face to face
• Providing practical energy efficiency and cost-saving advice tailored to individual households and circumstances
• Listening to residents’ needs and using your knowledge and judgement to identify appropriate solutions and next steps
• Supporting residents who may be experiencing fuel poverty, financial hardship, health challenges or other vulnerabilities
• Identifying opportunities for further support and signposting residents to additional services where appropriate
• Working collaboratively with internal teams to support the delivery of our wider Home Decarbonisation services
• Maintaining accurate and timely records of all resident interactions
• Updating CRM, work management and Microsoft Office systems accurately
• Handling personal and sensitive customer information safely and in accordance with GDPR requirements and company policies
• Recognising safeguarding concerns and following the appropriate escalation procedures
• Steering conversations sensitively and professionally while keeping discussions focused on achieving positive outcomes
• Identifying when an enquiry, concern or opportunity needs to be escalated

Qualifications

• A Level 3 Energy Awareness qualification – this is essential and must already be held at the point of application
• Experience or a strong background in energy efficiency and household energy advice
• A good understanding of household energy usage, energy efficiency and practical energy-saving measures
• Knowledge of traditional and renewable energy solutions
• Experience working with or supporting customers who may be vulnerable, including those experiencing fuel poverty, financial hardship or health-related needs
• Knowledge of safeguarding principles and the confidence to respond appropriately to concerns
• Excellent verbal and written communication skills, with the ability to explain information clearly and sensitively
• Strong active listening skills and the confidence to handle challenging or sensitive conversations
• The ability to use your initiative and judgement to identify appropriate solutions and know when an issue should be escalated
• Experience using CRM systems, work management platforms and Microsoft Office applications
• Strong organisational skills and attention to detail, with the ability to manage multiple priorities and work accurately
• The ability to work independently with minimal supervision while contributing positively as part of a wider team
• The ability to handle sensitive and confidential information appropriately

Benefits

• Matched or contributory pension scheme
• Online GP service, 24 hours a day, 365 days a year
• Employee assistance programme
• My Rewards portal, access to 1000’s of retail discounts
• Life assurance
• Cycle to work, salary finance and give as you earn schemes
• Enhanced maternity, paternity leave and adoption leave
• Reward and recognition scheme
• 25 days annual leave plus bank holidays
• 2 Paid volunteer days per year