Mentor (HEAT)

Build trust. Solve real problems. Help households move forward. Join us as a Mentor Advocate, working with people in Sunderland and South Tyneside to tackle energy hardship & build greater stability.

Position Mentor Location Home/Flexible - Sunderland & South Tyneside, with regular community and home-based visitsSalary £25,664 + excellent benefitsHours 35 hours per week (flexible working)Status Fixed term until 31 March 2027Closing date 25 August 2026

Some problems aren't solved with advice alone.

When someone is struggling to heat their home, manage energy debt or understand what support they are entitled to, the problem is rarely just an energy bill. Financial pressure, health, housing and family circumstances can all be part of the picture.

That's where you come in.

The Wise Group is expanding its energy support across Sunderland and South Tyneside. We're looking for a Mentor who can build trusted relationships with people in their own homes and communities, understand what's really going on and help them find a way forward.

This is a hands-on, community-based role. You'll visit customers at home, work from community venues and attend local drop-ins and events. You'll listen, ask the right questions and provide practical energy advice, but you'll also advocate for customers when they need someone in their corner – helping them navigate suppliers, support services and other organisations.

Using the Wise Group's relational approach, you won't simply deal with the immediate issue and move on. You'll work alongside people to build their confidence, improve household stability and help them take greater control of their circumstances.

What you'll do

You'll build a caseload of customers across Sunderland and South Tyneside, providing personalised energy advice, advocacy and practical support.

You'll meet people where they are – often in their own homes – and build the trust needed to understand the wider challenges affecting their household.

You'll help customers understand their energy use and bills, access appropriate support and resolve problems with suppliers and other organisations.

You'll build relationships with community organisations and local partners so that people who need support can find us and access it quickly.

You'll keep accurate customer records and capture outcomes so we can understand not just what we did, but the difference it made.

Most importantly, you'll take ownership. Some situations will be straightforward; others will require persistence, judgement and several conversations to resolve.

What you'll bring

You don't necessarily need to come from the energy sector. We're interested in people who are good with people.

You'll be comfortable building relationships with people from different backgrounds and circumstances, including those experiencing financial pressure or other challenges. You'll be able to listen without judgement, explain complicated information simply and be confident advocating for someone when something isn't working.

You'll need to be organised and comfortable managing your own diary and workload. This isn't a desk-based role: you'll be working independently across Sunderland and South Tyneside, while remaining part of a supportive wider team.

Experience in advice, advocacy, community work, housing, energy, financial wellbeing or another customer-facing support role would be valuable, but your approach and ability to build trust matter just as much.

You'll complete the City & Guilds Level 3 energy qualification within your first six weeks. We'll provide the support you need to achieve it.

You'll also need

A full driving licence and access to a car for daily use, and the ability and willingness to travel regularly across Sunderland and South Tyneside for home visits, community appointments and events.

This role might be for you if…

You like people and are curious about what sits behind the problem they first present with. You're comfortable working independently, but know when to ask for help. You don't give up easily when a system or process gets in someone's way. And you get satisfaction from seeing someone become more confident and able to move forward.

View the Role Profile for full details about this opportunity.

Team

Business Operations

Role

Mentor Advocacy

Locations

South Tyneside Hub

Remote status

Hybrid

Yearly salary

£25,664

You'll like it here

We want to make a lasting and positive difference in people’s lives, starting with our colleagues. We believe you can’t pour from an empty cup; that’s why we do everything we can to set our colleagues up for success to allow us to go on and help the most vulnerable in our society.

Find out more about:

If your experience looks a little different from what we've identified and you think you can bring value to the role, we'd still love to learn more about you.

About The Wise Group

The Wise Group is a leading UK social enterprise working to lift people out of poverty by inspiring positive change through relational mentoring.