Team Lead HEAT

The Wise Group; United States; Hybrid; USD 35,000 - 42,000; Full time

Job summary

The Wise Group is seeking a confident Team Lead to deliver HEAT services, supporting households facing fuel poverty and energy affordability challenges. This frontline leadership role involves guiding a team, managing performance and quality, and ensuring timely, person-centred support.

You will use data, customer feedback and frontline insights to drive improvements, coach colleagues, and build strong relationships with energy suppliers and partners to improve outcomes for customers and

Responsibilities

• Lead and support colleagues delivering direct support to customers, taking responsibility for team performance, quality and customer outcomes.
• Use performance data, quality insight, customer feedback and frontline experience to understand what's working and where we can improve.
• Create the conditions for people to do their best work and maintain a focus on customer outcomes.

Job description

Team Lead HEAT

CAPTION:

• Company: The Wise Group
• Salary: from £29,077 a year
• Hours: Full-time
• Location: Preston
• Working pattern: Hybrid - 4 days remote
• Job type: Contract
• Posting date: 9 Oct 2026
• Closing date: 25 Oct 2026

Summary

Lead people. Build partnerships. Improve customer outcomes.

The Wise Group is looking for a confident, supportive Team Lead to help lead delivery within our HEAT service, supporting households experiencing fuel poverty, energy affordability challenges and wider financial pressures.

This is a key frontline leadership role. You'll lead and support colleagues delivering direct support to customers, taking responsibility for team performance, quality and customer outcomes while creating the conditions for people to do their best work.

You'll know your team, understand your performance and maintain a clear view of the quality and impact of the support we provide. You'll use performance data, quality insight, customer feedback and frontline experience to understand what's working, where colleagues need support and where we can continually improve.

You'll balance support with accountability. Through regular 1:1s, coaching, case discussions and constructive feedback, you'll help colleagues build their confidence, judgement and capability. You'll celebrate success, address performance issues early and support colleagues to develop the skills they need to deliver consistently high-quality support.

Our customers are at the heart of everything we do. You'll help ensure they receive timely, effective and person-centred support, working with your team to overcome barriers, resolve issues and achieve positive outcomes. You'll encourage colleagues to understand the difference their work makes and keep customers at the centre of everyday decisions.

Relationships Beyond the Team

The Wise Group delivers HEAT through strong relationships with energy suppliers, commissioners and delivery partners who share our ambition to improve outcomes for households. You'll help build and maintain positive working relationships with these partners, representing the Wise Group professionally and working collaboratively to ensure we deliver an effective, responsive service.

You'll understand partner priorities, communicate operational insight clearly and contribute to conversations that strengthen relationships, improve service delivery and create value for customers, partners and the communities we serve.

You'll also make sure that what your team is learning doesn't stay within the team. Every day, colleagues hear about the pressures customers face, the barriers they encounter and what helps them move forward. You'll identify recurring themes, share learning and successes across the enterprise and help turn frontline insight into service improvements, stronger partnerships and better customer outcomes.

Working closely with your Operations Manager and colleagues across Quality and the wider Wise Group, you'll help manage operational risk, respond to changing priorities and support continuous improvement across the service.