Safe and Warm Community Advisor

(Fixed-term Contract/Secondment ending March 2026)

Location: Perth

Salary: £24.8k - £29k per annum (Dependent on skills & qualifications)

Perks & Benefits: Competitive pension scheme – Enhanced maternity/paternity pay – Life assurance – HolidayPlus – Cycle2work Scheme & more

Reference: REQ4478

We are looking for….

Working with our Safe and Warm team, you’ll be responsible for in person customer engagement in communities, supporting our customers during our mains replacement and emergency projects. You’ll work alongside our operational teams on sites to identify customers that require extra help as we go about our work 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.

You will also be required to provide vulnerable customer training and coaching to our colleagues and contractors either onsite or in a training environment, helping upskill our colleagues to help them engage and identify further support services to take care of our customers. Holds a UK driving licence as significant travel is required in the role as you will be onsite at least four days per week, and transport is provided as you will be driving one of our safe and warm vehicles

We deliver safety, warmth, and comfort to homes and businesses across the community. Whether you're supporting from the office or working on the front line, every role plays a part.

How you’ll support us on our mission to keep people safe and warm…

• Being responsible for providing proactive front-line customer engagement for vulnerable or at-risk customers as part of our mains replacement programme to ensure that their needs are identified, and reasonable provisions are put in place along agreed customer journeys from notification to work completion.
• Supporting our customer service and operational teams with customer welfare support on site where required during unplanned gas emergencies, as part of your working day and out of hours including weekend support via the regional standby rota.
• 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.
• Collaborating with our operational and customer experience teams to look for opportunities to improve customer experience and reduce customer complaints by sharing customer feedback and insights.
  
  

What You’ll Need

We’re looking for a blend of skills and attributes that make you a great fit for this role. If you don’t tick every box, don’t worry – we provide tailored learning and development programs to help you grow and succeed with us.

• We are looking for someone with experience in delivering great customer service, providing advice services and energy efficiency, so a NVQ, City and Guilds or equivalent experience in Advice & Guidance, Customer Service and / or Energy Efficiency would be preferential
• Excellent communication skills – these are essential to the role to ensure customers value and get the best outcomes from the support services provided
• Strong IT and written skills – the role will require reporting, creating materials for coaching/training session and written communications with customers and colleagues
• Flexible approach to working as this role requires you at times to work outsidenormal working day/week due to site visit locations, unplanned emergencies and supporting community events.
• Being able to work in an agile manner as this is a fast paced community role, where plans can change quickly and being open to adapting your weekly schedule is a necessity, therefore we need someone who is receptive to change
  
  

Why SGN?

SGN is at the forefront of pioneering research and development in the journey toward a net-zero energy system. Our cutting-edge technologies and innovative thinking are driving change in the gas industry, all while keeping people safe and warm. Join us in making a real difference—today and for the future.

Our company | SGN Your Gas. Our network.

https://sgn.co.uk/about-us/our-company

Here’s What We Offer You

Benefits | SGN Your gas. Our network.

https://sgn.co.uk/about-us/careers-hub/benefits

Inclusion is at the heart of everything we do

Diversity and inclusion | SGN Your gas. Our network.

https://sgn.co.uk/about-us/careers-hub/diversity-and-inclusion

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

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