The Wise Group
Team Lead HEAT
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Position Team Lead HEAT
Location: Flexible working - home based with some travel in the Preston/Greater Preston area
Salary: £29,077 + excellent benefits
Hours: 35 hours per week (flexible working)
Status: Fixed term to 31 March 2027
Closing date: 25 October 2026
About the Role
Lead people. Build partnerships. Improve customer outcomes.
The Wise Group is looking for a confident, supportive Team Lead to help lead delivery within our HEAT service, supporting households experiencing fuel poverty, energy affordability challenges and wider financial pressures.
This is a key frontline leadership role. You'll lead and support colleagues delivering direct support to customers, taking responsibility for team performance, quality and customer outcomes while creating the conditions for people to do their best work.
You'll know your team, understand your performance and maintain a clear view of the quality and impact of the support we provide. You'll use performance data, quality insight, customer feedback and frontline experience to understand what's working, where colleagues need support and where we can continually improve.
You'll balance support with accountability. Through regular 1:1s, coaching, case discussions and constructive feedback, you'll help colleagues build their confidence, judgement and capability. You'll celebrate success, address performance issues early and support colleagues to develop the skills they need to deliver consistently high-quality support.
Our customers are at the heart of everything we do. You'll help ensure they receive timely, effective and person-centred support, working with your team to overcome barriers, resolve issues and achieve positive outcomes. You'll encourage colleagues to understand the difference their work makes and keep customers at the centre of everyday decisions.
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Relationships beyond the team matter too
The Wise Group delivers HEAT through strong relationships with energy suppliers, commissioners and delivery partners who share our ambition to improve outcomes for households. You'll help build and maintain positive working relationships with these partners, representing the Wise Group professionally and working collaboratively to ensure we deliver an effective, responsive service.
You'll understand partner priorities, communicate operational insight clearly and contribute to conversations that strengthen relationships, improve service delivery and create value for customers, partners and the communities we serve.
You'll also make sure that what your team is learning doesn't stay within the team. Every day, colleagues hear about the pressures customers face, the barriers they encounter and what helps them move forward. You'll identify recurring themes, share learning and successes across the enterprise and help turn frontline insight into service improvements, stronger partnerships and better customer outcomes.
Working closely with your Operations Manager and colleagues across Quality and the wider Wise Group, you'll help manage operational risk, respond to changing priorities and support continuous improvement across the service.
What We're Looking For
We're looking for someone who can:
- Lead, motivate and develop people, balancing support, trust and accountability.
- Take ownership of team performance, quality and customer outcomes.
- Coach colleagues through complex situations and have confident, constructive conversations when performance or quality needs to improve.
- Use performance data, quality insight, customer feedback and operational information to make informed decisions and drive continuous improvement.
- Build positive relationships with internal stakeholders, partners and commissioners.
- Communicate confidently and represent the Wise Group professionally with colleagues and external partners.
- Understand partner priorities and work collaboratively to deliver positive outcomes.
- Identify trends and use frontline learning to improve services and customer experience.
- Organise and prioritise effectively in a busy and changing environment.
- Remain calm, resilient and solution-focused when managing challenges, risk and competing priorities.
- Work collaboratively across the Wise Group, recognising where joined-up working delivers better outcomes.
- Keep customers at the heart of decisions and understand the difference excellent service can make.
Get help with your application
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You don't need to know everything on day one. What matters is that you're curious, willing to learn, comfortable taking responsibility and genuinely motivated by helping people, teams and customers succeed.
If you enjoy developing people, building strong partnerships and leading a service that makes a real difference to people's lives, we'd love to hear from you.
View the Role Profile for full details about this opportunity.
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