Team Leader (Home Energy Scotland North-East)

Scarf, established in 1985, is a charity and social enterprise dedicated to providing free and impartial energy-saving advice for 40 years. We help people reduce their fuel bills and carbon emissions through various channels, including phone, online, and face-to-face consultations. Our services cover grants and funding, home energy efficiency improvements, fuel debt, billing, and more.

We operate numerous contracts across the North-East, collaborating closely with local and national governments and other third-sector organizations to support those in need. Scarf also delivers the Home Energy Scotland service in the North-East, funded by the Scottish Government and managed by the Energy Saving Trust, making a significant impact on people’s lives.

The role

Scarf is seeking Home Energy Scotland – Team Leader to support and lead the team who provide essential advice services across the North-East region, including Moray, Aberdeenshire, Aberdeen City, Angus, Dundee City, and Perth and Kinross.

You’ll be leading a team who are the first point of contact, offering free and impartial advice on energy efficiency, grants and funding, renewable energy, and sustainable transport via phone or digital channels. A key focus is on addressing fuel poverty, helping households reduce energy bills, making homes warmer, and supporting climate change efforts. This is done as part of a wider team – which you will complement and support to deliver all aspects of the Home Energy Scotland contract in the North-East.

Scarf prides itself on delivering high-quality advice and world-class service in energy efficiency, behavioural change, renewable technologies, sustainable transport, and water. Comprehensive training, including City & Guilds Energy Awareness and an SQA-accredited qualification, will be provided over 6-9 weeks, requiring availability from 9:00 AM to 5:00 PM, Monday to Friday.

The role offers a hybrid working approach, with options to work from home or offices in Dundee or Aberdeen, and occasional in-office attendance as needed. Candidates must reside in or close to one of the six local authorities.

Duties and responsibilities

Here are the key duties and responsibilities for the Home Energy Scotland – Team Leader role at Scarf:

• Manage the delivery within the advice centre and motivate staff working hybrid across the North-East.
• Manage a range of key performance indicators as well as call and compliance quality to ensure all services are offered.
• Stakeholder meetings with partner organisations and Energy Saving Trust where appropriate and as required.

Skills and qualifications

Here are the key skills and qualifications for the Home Energy Scotland – Team Leader role at Scarf:

• Previous customer service experience .
• Experience in leading a team or supporting team manager .
• Experience with technology and the ability to work remotely.
• Driving license is preferred.

Requirements

• You will be a people manager with a motivational and coaching style that will inspire the Customer Service Advisors and Senior Advisors to perform to their full potential in order to meet the centre’s key performance indicators.
• You will drive delivery of exceptional customer service, developing effective processes to support the team to advise a large volume of customers via a range of channels, including telephone, events, and digital.
• You will have a curiosity to analyse outcomes to deliver continuous improvement, informing our direction as we strive to support our customers with a wide range of services including advice, referrals to other services, and home visits.

Locations and working hours

This role is full-time. The role offers up to 35 hours per week, working 5 days out of 7, with core hours from Monday to Friday, 9:00 AM to 5:00 PM. While the role can be performed from home, a hybrid approach is available.

When working from home, a strong and reliable internet connection is necessary, with recommended speeds of 10Mbps download and 4Mbps upload.

Applicants should reside in the North-East and be prepared to work from Aberdeen and/or Dundee when requested for office-based workdays or in-person meetings. Regular office work is also an option, though travel costs to your registered office will not be covered. You must be eligible to work in the UK. We are unable to offer relocation or visa services.

Salary and benefits

The salary for this role is £30,000 per annum, based on a 35-hour workweek. Scarf prides itself on a supportive and friendly working environment, investing in its team, and maintaining an award-winning company culture. They are accredited with both Investors in People and Investors in Young People.

Here are some of the benefits offered:

• Competitive salary.
• Flexible working.
• 35 days off (30 paid annual leave, 5 public holidays).
• An extra day off, paid, for your birthday!
• Salary sacrifice and net pay deduction schemes.
• Paid time to volunteer.
• Pension plan.
• Staff events.
• Free access to employee assistance provider.
• Sick pay scheme.
• Credit union membership.

How to apply

To apply for the Home Energy Scotland – Team Leader position at Scarf, please complete the online application form , providing detailed information about your suitability for the role. Be sure to attach a copy of your CV and complete all sections of the form.

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