Energy Advisor Team Leader

Role overview

Team leadership and coordination

• Line-manage Energy Advisors and hold regular one-to-one meetings about performance, workload, wellbeing and development.
• Allocate cases fairly, monitor service demand and workflow, and help ensure client commitments are completed on time.
• Coach colleagues, provide feedback, support induction and training, and communicate changes to schemes, guidance and procedures.
• Raise workload, wellbeing, conduct or performance concerns with the appropriate manager and help maintain service continuity.

Quality and service improvement

• Conduct case reviews and quality checks, giving timely, evidence-based feedback.
• Promote consistent procedures, advice standards, safeguarding protocols and regulatory requirements.
• Identify errors, risks and good practice; recommend improvements to guidance, processes or training.
• Contribute to monitoring service quality, client outcomes and performance measures; assist with complaints and feedback.

Client advice and casework

• Provide independent, impartial and tailored telephone advice using effective fact-finding.
• Advise on energy costs, fuel debt, billing disputes, affordability, tariffs, payment methods, meter readings and smart-meter issues.
• Explain bills, account balances, supplier correspondence and options; help clients engage with suppliers.
• Identify energy-efficiency measures and assess eligibility for grants, discounts and support schemes, including the Warm Home Discount and Priority Services Register.

Safeguarding and referrals

• Recognise vulnerability, fuel poverty, financial hardship and potential safeguarding concerns, adapting communication and support.
• Document and escalate safeguarding concerns in line with organisational procedures.
• Signpost or refer clients to community outreach officers, specialist services, local authorities and partner organisations.
• Explain referral processes, obtain appropriate consent, and record referrals and follow-up actions accurately.

Requirements

• Provide day-to-day leadership and formal line management to Energy Advisors.
• Maintain an appropriate level of direct client casework alongside team-lead responsibilities.
• Coordinate workloads, monitor service delivery and support completion of client commitments within agreed timescales.
• Coach colleagues, support their development and promote consistent advice and quality standards.
• Act as the escalation point for complex, sensitive or high-risk cases and escalate safeguarding concerns appropriately.
• Provide independent, impartial and tailored energy advice to clients, including people experiencing vulnerability or financial hardship.
• Maintain accurate client records and support referrals, consent and follow-up actions.