Energy Advice Team Leader

Marches Energy Agency is an independent charity who for over 27 years have delivered practical solutions to reduce fuel poverty and cold homes, promoted energy reduction and encouraged the uptake of renewable energy. For a full range of our activities see www.mea.org.uk 

We are a values-driven organisation with a vision for our homes to be warmer and cheaper to run; where everyone lives in a home they can afford to heat adequately and where carbon emissions and energy use from our homes are being significantly reduced.

Job Purpose

You will manage a team providing energy advice directly to householders on low incomes and with vulnerabilities in Shropshire. You will be an experienced ‘hands on’ practitioner, inspiring confidence in your team and able to deal sensitively and confidently with a range of complex household circumstances and managing high demand to our service at peak times. You will work closely with Project Managers and other staff to ensure that we always provide excellent customer service. With a high degree of resilience, you must understand and manage the demands of both householders and funders. You will collaborate with the Energy Advice Team Leader in Telford & Wrekin, sharing good practice and facilitating cross-area working where needed.

Job Description

• Manage the provision of high quality, tailored energy advice service across all energy advice topics including live calls, callbacks, case work, events & home visits. This includes ensuring that MEA protocols for answering calls, responding to emails, making callbacks etc. are adhered to within designated timeframes.
• Monitor and continually improve the quality of the energy advice service through setting and delivery of Key Performance Indicators and setting and monitoring team goals.
• Line manage a team of 5 – 7 staff who provide energy advice in Shropshire.
• Instigate and develop good working relationships with delivery and referral partners.
• Ensure the team provide excellent customer service and the highest levels of customer engagement are delivered to meet MEA standards.
• Ensure that the energy advice team for Shroposhire complete all necessary administrative requirements and record keeping, including completing accurate CRM records, for all customer interactions.
• Work closely with Project Managers to deliver funder requirements.
• Build a strong team who work collaboratively together in the best interests of the customer.
• Arrange training, mentoring and support for team members to respond to a rapidly changing sector.
• Ensure processes, equipment and support is in place to deliver timely and accurate advice to customers.
• Collaborate with other Energy Advice Team Leaders to ensure consistency and good practice across areas.
• Ensure good, up to date knowledge of local networks and referral partners is maintained.
• Understand and work to meet funders requirements, for example, targets or record keeping ensuring funding claims are maximised.
• Comply with all Health and Safety standards and requirements to ensure the safety of yourself, your team and colleagues, as well as customers.
• Prepare monthly /quarterly reports on services delivered.
• Undertake training where required to comply with MEA standards and further knowledge and skills.
• Any other duties commensurate with the role.

Person specification

Essential

• Minimum 2 years’ experience line managing a team including demonstrable experience of setting and delivering KPIs, setting & monitoring team goals and developing team and individual skills
• Proven ability to prioritise and manage a diverse, complex and time critical workload to deliver results
• Ability to work as part of a team to develop and deliver results
• Proven track record of excellent organisational and interpersonal skills
• Proven ability to develop and maintain productive working relationships with colleagues, customers and external partners with a broad community of interests
• Good ITC skills
• Demonstrate the ability to think clearly and ability to communicate effectively at all levels, internally and externally with the ability to navigate difficult conversations when necessary
• Proven time-management skills, including overseeing team workloads.
• Personally resilient, and adept at preempting and resolving challenges.
• Experienced at delivering presentations and training to partners and colleagues.
• Already hold or work to obtain a City & Guilds Level 3 in Energy Awareness or equivalent qualification.
• Personal alignment with MEA’s values and committed to improving the lives and homes of householders.
• Ability to meet the travel needs of the post, which includes being able to travel to meetings, MEA’s offices and other places as required.

Training

• You may work towards or gain further qualifications within the role.

Pay: £34,957
Location: Shrewsbury office with options for hybrid working.
Hours of work: Full time, 36.25 hours per week
Leave: 24 paid days pro-rata per annum + bank holidays.
Duration: Permanent

Applications will be considered on a rolling basis with a final closing date of 9am 14 July 2025.

The successful applicant will be required to complete a satisfactory Right to Work check followed by disclosure of any criminal convictions and/or cautions not spent or protected (as appropriate to the post) in accordance with the Rehabilitation of Offenders Act 1974 and subsequent legislation.

Marches Energy Agency is an Equal Opportunities Employer and committed to equal employment opportunities regardless of age, gender, disability, race or ethnicity, sexual orientation, or faith.