Join Scarf as a Customer Service Advisor for Home Energy Scotland
Overview of role
Scarf is hiring Customer Service Advisors to support the Home Energy Scotland advice service across the North-East of Scotland, covering Moray, Aberdeenshire, Aberdeen City, Angus, Dundee City, and Perth and Kinross.
Are you passionate about sustainability, energy efficiency, and helping others? At Home Energy Scotland, we’re looking for enthusiastic individuals to join our team and support households across Scotland in making informed, cost-effective, and climate-conscious energy choices.
As part of your role, you’ll be involved in:
Delivering Impartial Energy Advice via Phone
Be the trusted voice that guides people through their energy decisions. You’ll speak directly with households, offering tailored advice on everything from reducing energy bills and improving home insulation to accessing government grants and schemes. Whether someone’s struggling with fuel poverty or simply wants to make greener choices, you’ll be there to help—always with empathy, clarity, and neutrality.
Supporting Customers Through Digital Channels
In today’s connected world, advice goes beyond the phone. You’ll engage with customers through digital channels, ensuring they receive timely, accurate, and easy-to-understand information.
Representing Home Energy Scotland at Public Events
From local fairs to pop-up stands, you’ll be the face of Home Energy Scotland—bringing our mission to life in communities across the country. You’ll set up engaging stalls, deliver presentations, and have meaningful conversations with attendees. It’s a chance to connect with people from all walks of life, raise awareness about energy efficiency, and inspire action in a friendly, approachable way.
Comprehensive training will be provided, including a City & Guilds Energy Awareness course and an SQA-accredited qualification over 6–9 weeks. Training takes place Monday to Friday, 9:00 AM to 5:00 PM. Additional training will be offered based on role requirements.
This hybrid position allows for flexible working from home or from our offices in Dundee or Aberdeen, with occasional office attendance. Applicants must reside in, or very near to, one of the six service areas.
Duties and responsibilities
As a Home Energy Scotland Customer Service Advisor, you’ll be responsible for:
- Delivering impartial energy advice to households via phone, digital channels, and at public events as needed.
- Offering guidance on energy and resource efficiency, carbon reduction, and fuel poverty schemes.
- Referring clients to partner organisations when appropriate to ensure access to additional support services.
Skills and qualifications
To thrive in this role, you’ll ideally bring:
- A background in customer service with strong interpersonal and communication abilities.
- Confidence in using digital tools and working independently in a remote setting.
- A full UK driving licence, due to travel requirements for attending events.
A complete overview is available in the full job description here.
Locations and working hours.
This is a full-time position at 35 hours per week, spanning 5 days out of 7.
- Training: Initial onboarding lasts 6–9 weeks, Monday to Friday, 9:00 AM to 5:00 PM.
- Work Setup: Hybrid—work from home or from offices in Dundee and Aberdeen, with occasional in-person attendance.
- Tech Requirements for Remote Work:
- Stable internet connection (minimum 10 Mbps download / 4 Mbps upload).
- You can check your connection speed online here
Applicants must reside in or near one of the six service regions and be prepared to commute to Dundee or Aberdeen when necessary. Regular in-office work is optional, but travel costs to your designated office won’t be reimbursed.
Salary and benefits
The salary for this role is £23,505 per annum, based on a 35-hour working week.
About Scarf
Established in 1985, Scarf is a trusted charity and social enterprise with over 40 years of experience providing free and impartial energy-saving advice. Through phone consultations, online support, and face-to-face guidance, we empower individuals to lower fuel bills and reduce carbon emissions.
Our services span a broad range of energy-related support, including access to grants and funding, home efficiency upgrades, fuel debt management, billing issues, and more. We deliver several contracts throughout the North-East, working in close partnership with local and national governments, as well as third-sector organisations, to uplift communities and reach those in need.
We proudly deliver the Home Energy Scotland service in the North-East, funded by the Scottish Government and managed by the Energy Saving Trust, making a meaningful impact on people’s everyday lives.
At Scarf, we foster a friendly, inclusive workplace, invest in our team, and take pride in our award-winning culture. We are accredited by Investors in People.
Here’s what we offer:
- Competitive salary
- Flexible working arrangements
- 35 days off annually (30 days paid leave + 5 public holidays)
- A paid day off for your birthday 🎉
- Salary sacrifice and net pay deduction schemes
- Paid time for volunteering
- Pension plan
- Regular staff events
- Free access to an Employee Assistance Programme
- Generous sick pay scheme
- Credit union membership
You can find out more about Scarf’s ethos and benefits here.
How to apply
To be considered for the Home Energy Scotland – Customer Service Advisor role at Scarf, please complete the online application form here and provide comprehensive details demonstrating your suitability. For full details of the role and person specification, please see the full job description here. Be sure to:
- Attach an up-to-date CV
- Complete all required sections thoroughly
You may be invited to complete an assessment prior to interview selection. Please note that due to a high volume of applications, not all unsuccessful candidates may receive a response.
Application Deadline: 5 PM on Friday, 29 August 2025. Interviews: Scheduled for September, conducted either in person or via Microsoft Teams
For any queries ahead of applying, feel free to contact: Michael Marley, Advice Centre Manager – North East – Michael.marley@ne.homeenergyscotland.org
Good luck with your application! If you need any further assistance, feel free to ask.
