Safe and Warm Community Advisor

Other
Renfrewshire
July 24, 2026
Permanent
Urgent

Job Description

Safe and Warm Community Advisor

Paisley £25.6k – £29.9k per annum (dependent on skills and qualifications)

Full-time Hybrid

12 month Fixed Term Contract/Secondment

Joint-contribution pension from 6% (12% total) – Enhanced maternity & family leave – Life assurance – HolidayPlus – Virtual GP & Employee Assistance Programme plus retail and leisure discounts & many more.

Working with our Customer Experience team, you’ll be responsible for in-person customer engagement in communities, before, during and after planned works. You’ll work alongside our operational teams to identify any customers that require extra help as we go about our works and put plans in place to ensure any potential disruption is minimised.

Through identifying customers in vulnerable situations within our community you’ll have the opportunity to provide extra help services designed to support our customers to stay safe and warm at home. This could be through the provision of SGNs Additional Services or through connecting eligible customers into trusted partner organisations that address their specific customer needs.

Key Responsibilities

  • Providing proactive front-line customer engagement for vulnerable or at risk customers as part of our planned work to ensure their needs are identified and reasonable provisions are put in place along agreed customer journeys from notification to work completion.
  • Supporting vulnerable customers with relevant offers through SGN’s Additional Services and local support schemes designed to help customers in vulnerable situations use energy safely, efficiently, and affordably.
  • Identifying opportunities to engage vulnerable customer groups in community centres to provide safeguarding support services that help them use energy safely, efficiently, and affordably, including advice on resilience to utility outages.
  • Working alongside operational and customer experience teams to support the implementation of initiatives that help customer facing teams “never walk away from a customer in need” through promotion and feedback.
  • Collaborating with operational and customer experience teams to identify opportunities to improve customer experience and reduce complaints by sharing customer feedback and insights.
  • Supporting customer service and operational teams with customer welfare support during gas emergencies, both during working hours and via the regional standby rota.

Qualifications

  • Experience in delivering great customer service, providing advice services and energy efficiency; NVQ, City and Guilds or equivalent experience in Advice & Guidance, Customer Service and/or Energy Efficiency is preferential.
  • Excellent communication skills – essential to ensure customers value and get the best outcomes from the support services provided.
  • Excellent team working skills – building impactful and trusted working relationships to support successful customer action plans.
  • Drive to deliver great customer and partner experience, working well with people to deliver sector leading performance.
  • Strong IT and written skills – the role will require reporting and occasional written communications with customers and colleagues.
  • Strong ethical standards and the ability to confidently work autonomously and collaboratively within the team.
  • Knowledge and understanding of GDPR, Vulnerable Customer Journeys, Guaranteed Standards of Performance, Energy Advice services (level 3) and Customer Enquiries / Complaints.
  • Held a UK driving licence; significant travel is required in the role, driving one of our safe and warm vehicles.

If you require any accommodations or support during the application process, reach out to us. We’re here to help ensure an inclusive and accessible experience for everyone.

Location

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