Team Lead, HEAT

The Wise Group

. Lead delivery within the HEAT service supporting households experiencing fuel poverty, energy affordability challenges and wider financial pressures .

Posted 10/9/2026contractPreston • United KingdomSenior💰 £29,077 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership in team performance and customer outcomes, utilizing performance data and feedback to drive service improvements. Builds effective relationships with stakeholders and partners while fostering a collaborative and customer-focused environment.

Highest-signal resume keywords

Team LeadershipPerformance ManagementCoaching and DevelopmentStakeholder Relationship ManagementCustomer-Centric Approach

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Performance Data AnalysisQuality Insight UtilizationOperational Risk ManagementService Improvement Identification

Soft Skills

Motivating and Developing PeopleEffective CommunicationOrganizational SkillsResilience and Solution-Focused Mindset

Industry Keywords

Fuel PovertyEnergy AffordabilityCustomer SupportContinuous ImprovementCollaboration

About the role

Key responsibilities & impact

Lead delivery within the HEAT service supporting households experiencing fuel poverty, energy affordability challenges and wider financial pressures
Lead and support colleagues delivering direct customer support
Take responsibility for team performance, quality and customer outcomes
Use performance data, quality insight, customer feedback and frontline experience to identify improvement opportunities
Conduct regular 1:1s, coaching, case discussions and constructive feedback
Support colleagues to develop confidence, judgement and capability
Ensure customers receive timely, effective and person-centred support
Build and maintain relationships with energy suppliers, commissioners and delivery partners
Represent the Wise Group professionally and communicate operational insight
Identify recurring themes and share learning and successes across the enterprise
Turn frontline insight into service improvements, stronger partnerships and better customer outcomes
Work with the Operations Manager, Quality and wider Wise Group to manage operational risk, respond to changing priorities and support continuous improvement

Requirements

What you’ll need

Experience leading, motivating and developing people
Ability to balance support, trust and accountability
Ability to take ownership of team performance, quality and customer outcomes
Ability to coach colleagues through complex situations
Confident and constructive performance and quality conversations
Ability to use performance data, quality insight, customer feedback and operational information
Ability to build relationships with internal stakeholders, partners and commissioners
Confident professional communication and representation of the Wise Group
Ability to understand partner priorities and work collaboratively
Ability to identify trends and use frontline learning to improve services and customer experience
Ability to organise and prioritise effectively in a busy, changing environment
Calm, resilient and solution-focused approach to challenges, risk and competing priorities
Collaborative working across the Wise Group
Customer-focused approach
Curiosity, willingness to learn and comfort taking responsibility

Benefits

Comp & perks

Excellent benefits
Flexible working
Home-based working with some travel
35 hours per week (flexible working)