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Top job
Fuel Bank Foundation, Remote
£33,500 FTE per year
At Fuel Bank Foundation, our mission is to end fuel crisis. We are recruiting for a Triage Team Leader to support us in that mission.
Posted 1 day ago Apply Now
Top job
Fuel Bank Foundation, Remote
£36,000 FTE per year
At Fuel Bank Foundation, our mission is to end fuel crisis. We are recruiting for a Strategic Partnerships Manager to support our mission.
Posted 1 day ago Apply Now
Special Olympics Great Britain, Remote
£25,000 to £28,000 per annum
Special Olympics GB is on the lookout for two new team members to help us in our mission to deliver our strategic plan–Inclusion in Action.
Posted today Apply Now
Parenting Mental Health, Remote
£30,000 - £35,000 per year (pro rata at 0.6 for 3 days per week)
Posted 1 day ago
Closing today at 15:49
Marie Curie, Remote
£26370 - £29297 per annum + + enhancements
Posted 1 day ago
Global Greengrants Fund UK, Remote
£66,700 per year
Posted 1 day ago
Closing in 5 days
The Talent Set, Remote
£110 per day + £13.77 daily holiday pay (£124.44 total PAYE)
Posted 1 day ago
Closing today at 15:29
Marie Curie, Remote
£26370 - £29297 per annum + + enhancements
Posted 1 day ago
Oak National Academy Ltd, Remote
£52,156 + benefits (including 11% employer pension)
Posted 1 day ago
Closing in 4 days
Blackburn and Darwen Youth Zone, Blackburn with Darwen (On-site)
£26,000 per year
Posted 1 day ago Apply Now
Page 2 of 20
Remote
£33,500 FTE per year
Full-time
Permanent

Actively Interviewing

This organisation is scheduling interviews as applications come in. They're ready to hire as soon as they find the right person. Don't miss your opportunity, apply now!

Job description

At Fuel Bank Foundation, we are united by a shared mission purpose: ensuring that no one must choose between heating and eating. Creating a United Kingdom free from fuel crisis. We exist to make it possible for everyone in the UK who prepays for energy to have sustainable access to the heat, light, and power they need to live a happy, healthy, and productive life. Every day, our work helps people facing fuel crisis, providing emergency financial support, practical and actionable advice, and long-term advocacy to create real, lasting change.

As part of the Fuel Bank team, you play a vital role in making this happen. We are committed to fostering a supportive, inclusive, and collaborative workplace where everyone feels valued and empowered. Whether you're working directly with those in need, behind the scenes supporting operations, or helping shape policy, your contributions make a real difference to the lives of the people we support.

Are you a natural team leader or strive to be one, do you have excellent communication skills? Do you thrive in a fast-paced, ever evolving environment, that manages customer queries and applications processing? Are you flexible, empathetic, and dedicated to delivering outstanding customer service? If so, this role is perfect for you.

As the Triage Team Leader, you will be responsible for managing the team’s daily operations and ensuring performance targets are met, in line with our mission to help and support our clients out of crisis. Your role will include leading and supporting triage advisers, conducting regular one-to-one meetings, overseeing resource allocation, and delivering quality assurance and coaching."

Key Responsibilities:

  • Leading with Purpose: Support and guide our triage advisers, helping them meet their goals and deliver high-quality support. Hold regular one-to-ones to offer encouragement, feedback, and development.
  • Using Resources Wisely: Ensure the team is well-organised and resourced so we can offer the best possible service to those who need us, when they need us.
  • Championing Quality: Carry out regular quality checks and offer tailored coaching to help the team grow their skills and confidence, making sure every interaction counts.
  • Keeping Track: Monitor and report on how the service is performing against both internal and external targets. Quickly raise any challenges or concerns with the Head of Customer Service and Advice to keep things running smoothly.
  • Always Improving: Look for ways to strengthen our service and improve outcomes for people in fuel crisis, making sure we’re always learning and evolving.
  • Stepping In When Needed: During busy times, lend a hand by speaking directly with customers facing fuel emergencies—carrying out needs assessments and ensuring they receive same-day support.

 Experience and Skills:

  • Previous Advice Role: Experience in an advice role with an understanding of how to develop the support we offer.
  • Team Leader/Senior Experience: Previous experience as a Team Leader or in a senior role is desirable but we are open to developing the right person.
  • Phone-Based Experience: Preferably in a triage/advice role, but general customer service experience is also suitable.
  • Empathy and Support: Demonstrated empathy with a strong desire to help and support customers.
  • Attention to Detail: Strong administrative and reporting skills with a keen attention to detail.
  • Continuous Improvement: A mindset focused on continuous improvement and service enhancement.
  • Computer Literacy: Proficient in using computer systems and software.

What You’ll Receive in Return:

  • Team Support: Join a supportive and collaborative team committed to your success.
  • Enhanced Annual Leave: 27.5 days annual leave plus bank holidays, with the option to buy or sell additional days.
  • Flexible Working: Enjoy a flexible schedule that supports a healthy work-life balance.
  • Comprehensive Benefits:
    • Enhanced pension contributions.
    • Private healthcare and access to an Employee Assistance Programme.
  • Training and Development: Benefit from a comprehensive onboarding programme and ongoing professional development opportunities.
  • Equal Opportunities Employer: We are committed to fostering an inclusive and diverse workplace.
Posted by
Fuel Bank Foundation View profile Organisation type Registered Charity Company size 21 - 50
Refreshed on: 16 April 2025
Closing date: 16 May 2025 at 17:00
Job ref: TFBF01
Tags: Advice / Information, Customer Service, Customer support, Energy

The client requests no contact from agencies or media sales.