Senior Programme Support Officer

Do you want to work in a role where you can help make a difference to people who are at risk of living in fuel poverty?  Are you a caring and friendly person? If the answer is yes, then come and join our award-winning Green Doctor team at Groundwork London.

Groundwork London works with communities across the capital to transform their lives and the places they live. The Green Doctors team have been supporting vulnerable people to lift them out of fuel poverty for over 16 years. Your role will be to manage a team of telephone advisors who will be supporting residents as part of the Ealing Health Homes Programme and other contracts across London. You will report to the Team Manager and the Service Manager with updates and report on the team’s performance.

Main duties are:

• Managing a team of new and experienced energy advisors
• Ensuring the team are on track to deliver an excellent service, achieve their targetsand meet project KPIs
• Supporting the Service Manager and Client Manager in using database information to prepare regular feedback and analysis reports for funders, fundraising applications and other requirements

Key requirements:

• Support team members to achieve their professional goals
• Report to the Team Manager with updates on the team’s performance
• Support the Client Managers with analysing data and trends
• Have regular 121’s with the team, supporting their development and ensuring performance is of a high standard
• Ensure all clients referred to the Green Doctor Programme are contacted by phone within set timeframes; ensuring all clients are booked in for the necessary appointment with a designated adviser and rebooked if necessary;
• Make sure all team members log contacts and status updates into the Green Doctor client management database and on any partner databases as required;
• Ensure that the Green Doctor’s diaries are fully utilised on a daily basis;
• Liaise with Green Doctors on the team regarding any queries over visit completions;
• Support Green Doctors daily with any practical issues that arise in delivering visits
• Keep up to date with Groundwork policies to ensure smooth running of the team
• Report and help to manage any complaints that are received
• Report feedback from residents to the Client Manager and Team Manager in a professional manner

In addition to your salary other benefits include

• Employee Health Care Cash Plan
• Ongoing training and development along with qualifications in energy saving and retrofitting
• Employer contribution pension scheme
• Cycle to work Scheme