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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.

Senior Programme Support Officer

| Groundwork

Location: Groundwork London Offices / Remote Working

Contract: Permanent / Full Time

Salary: £27,000-£29,000

Hours: 37.5 Per Week

Closing Date for Applications: 15th April 2024


Job Description


Groundwork London Green Doctor projects work with Local Authorities, Housing Associations and other clients. They work on a variety of projects delivering energy efficiency advice sessions across London mainly to vulnerable residents for whom a simple call can make a significant impact. These advice sessions are a mixture of telephone support and attending local community events. Alongside this, we provide free energy saving measures, giving advice and guidance, as well as referring residents on to further services and agencies for wider energy saving and wellbeing support.  This 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. 

Main Objectives  

  • Manage a team of new and experienced energy advisors 
  • Ensure the team are on track to deliver an excellent service, achieve their targets and meet project KPIs 
  • Support 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 Tasks and Responsibilities 

  • Supporting team members to achieve their professional goals  
  • Report to the Team Manager with updates on the team’s performance 
  • Supporting 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; 
  • Making sure that 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 

Other Responsibilities 

  • Work with due regard for Groundwork’s core values and objectives. 
  • Ensure compliance with Groundwork London’s policies in relation to health and safety, equal opportunities, safeguarding, working with young people and volunteers. 
  • Undertake any other related responsibilities commensurate with the evolving objectives of the post and the evolution of the Trust, as may reasonably be requested by the Director. 
  • All staff, the Board and volunteers will actively support, in their daily operations and duties, Groundwork London’s Environmental Management System 

Personal & Professional Development 

  • Participate in the Groundwork London Performance Management and Appraisal process, and agree short, medium and long-term goals with line manager, and with direct line staff. 
  • Identify learning and development needs with line manager and evaluate T&D to demonstrate needs have been met. 
  • Share best practice and achievements, and actively seek opportunities to present outcomes and case studies. 
  • Contribute to the learning of others across the organisation by sharing knowledge and skills both informally and formally by participating in the trust’s training and development programme 


How To Apply

To apply, Please follow the link below. Good luck!

Senior Programme Support Officer – Groundwork