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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 5 days ago Apply Now
Top job
Family Action, Remote
£32,311 FTE per annum
An exciting opportunity to join our organisation and help shape the future of Relate’s social media presence as part of Family Action
Posted 6 days ago
Closing in 7 days
VoiceAbility, Edinburgh, Edinburgh (Hybrid)
£24,500 - £29,500 per year
Posted 6 days ago
Single Homeless Project, London (On-site)
Fixed at £27,413.19 per annum (pro rata)
Individuals with lived experience of homelessness and/or substance use to join a pioneering team supporting others in their recovery journey
Posted 1 week ago
Closing in 4 days
Goodman Masson Ltd, London (Hybrid)
£70000.00 - £80000 per annum
Posted 2 weeks ago Apply Now
Action for M.E., England (Hybrid)
FTE £24,642 which will be £14,785.25 for 21 hours per week.
Posted 1 week ago Apply Now
Kinship, London (Hybrid)
£29,823 per year (inclusive of £3,323 London weighting) pro rata
Kinship is looking for a Grants Officer to support kinship families through grant applications and workshops to reduce financial stress.
Posted 1 week ago Apply Now
Closing in 6 days
Diabetes UK, Multiple Locations (Hybrid)
£35,961 - £39,956 (FTE)
The Media Team plays a vital role in helping make life better for people living with diabetes/those at risk of developing the condition.
Posted 1 week ago
Closing today at 23:30
Independent Age, London (Hybrid)
£41,607 - £46,227 per year depending on location, see below. Pro-rata if part-time.
Develop and implement our programme of external training to build knowledge of older people’s options when experiencing financial hardship.
Posted 6 days ago
NFP People, Multiple Locations (On-site)
£14,742.6 (£24,242.40 FTE)
Posted 2 weeks ago
Closing in 4 days
IntoUniversity, Grimsby (On-site)
£27,400 per year (pro rata). Pro-rated salary is £10,558 per annum for 16 hours per week
Posted 1 week ago
Page 33 of 62
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.