Hours:Full time – 36 hours (there is some flexibility for the right candidate)
Salary: £26,994 – £28,922 dependent on experience
Main Purpose of Job
* To be responsible for the delivery of all aspects of our advice services via telephone, email/web, in person and at outreach venues.
* To line manage team leads, debt caseworkers and the energy adviser and support them in achieving high standards of accessible advice services.
* To oversee the use of our volunteer adviser resources to cover each of our advice channels in the most effective way.
* To liaise with the training lead to ensure we have sufficient, well trained volunteer advice resources to deliver our service.
* To ensure cover for Advice Session Supervisors when needed
* To provide training, guidance and support on client records, telephone channel and quality standards
* To design and implement improvements to our advice processes based on best practice, leading and gaining buy-in from team members as necessary.
* To be overall responsible for the quality of our advice in line with our Quality of Advice framework and IFR's to drive the organisation towards excellence in quality.
* To be responsible for ensuring Debt technical supervision is in placeand carry out continuous professional development activities and duties within the organisation.
* In maintaining quality, you will need to inspire and motivate your team and provide focussed individual support where necessary to achieve internal and external quality and KPI standards
* To drive a culture of continuous workforce development where a rigorous but supportive approach is adopted
* You will identify the best quality tools and execute investigations/analysis to improve workforce competency and quality across the organisation, and support our brand reputation
* Monitor and track performance progress of the service and of individuals against targets, achievement of deadlines and support staff as appropriate
* To undertake regular team meetings in line with the organisation's quality expectations
* To undertake regular formal supervisions and review meetings
* Create a positive working environment in which equality and diversity are well managed, dignity at work is upheld and staff can do their best
* Encourage good teamwork and lines of communication between all staff and volunteers
* Ensure the core contracts are appropriately staffed at all times to achieve the expected standards and targets.
Research and Campaigns
* To ensure the advice team contribute to the development of social policy in line with our business plan
* To assist with social policy work as required by the organisation
Management duties
* You will be accountable and responsible for delivering the service delivery related objectives and outcomes from the organisation's Business Plan and service-related KPIs.
* Prepare and issue reports as required for the CEO, funders and partners, attending meetings as required to present findings and recommendations
Learning and professional development
* Keep up to date with legislation relevant to the role, trends, ideas and thinking
* Attend and actively participate in regular support and supervision sessions and appraisals with the Chief Executive Officer
* Identify own learning and development needs and plan to meet them.
Administration
* Ensure that detailed records for the purposes of information retrieval, statistical monitoring and report preparation are maintained and developed
* Produce comprehensive, analytical and developmental oral and written reports on the work of the service as required.
Other Duties and Responsibilities
* Undertake advice work asrequired, including supporting contracts and projects outside of the generalist service.
* Support with the efficient and effective use of Casebook, gathering, storing and analysing data and contributing to the reporting processes for services, projects and contracts.
* KeepuptodatewithCitizensAdviceaims,policiesandproceduresand ensure these arefollowed.
* EnsurethatworkreflectsandsupportstheCitizensAdviceservice's equity, diversity and inclusionstrategy.
* Developandmaintaineffectiveadminsystemsandrecordsrelevanttothe role.
* Act as key holder and open orclose the building whennecessary.
* Attendregularinternalandexternalmeetingsrelevanttotheroleandto services at outreachlocations.
* Workcooperativelywithcolleaguesandencouragegoodteamwork,clear lines of communication and common practices withintheteam.
* Abide by health and safety guidelines and share responsibility for own health and safety and that of colleagues;taking particular account of this at outreach and sharedlocations.
* Identifyownlearninganddevelopmentneedsandtakestepstoaddressthese.
* Carryoutanyothertaskswithinthescopeoftheposttoensurethe effective delivery and development of theservice.
* Ensure all data protection and GDPR requirements are adhered to in all work forwhichthe post isresponsible.
* Demonstrate commitment to the aims and policies of the Citizens Advice service
* Encourage staff to understand the importance of our Equality, Diversity and Inclusion strategy, implement the strategy, and act as a role model for EDI, including challenging any inappropriate comments or attitudes.
* Attend relevant internal and external meetings as agreed with your line manager.
* Take personal responsibility for your own actions and for sorting out issues or problems that arise.
* Review and make recommendations for improvements to the service.
* Comply with all Citizens Advice information assurance guidelines.
* Work cooperatively with colleagues and encourage good teamwork, clear lines of communication and common practices within the team.
* As directed by the CEO, carry out other duties within the scope of the post to ensure the effective delivery of the service
In addition you must be prepared to train up to do the following:Debt Advice giving
* Interview clients using sensitive listening and questioning skills in order to allow clientstoexplaintheirproblem(s)andempowerthemtosettheirownpriorities.
* Use appropriate resources to find, interpret and communicate the relevant information toclients.
* Research and explore options and implications so that clients can make informed decisions.
* Act for the client where necessary by calculating, negotiating, drafting or writing letters andtelephoning.
* Negotiate with third parties such as statutory and non-statutory bodies as appropriate.
* Ensure that all work conforms to the organisation's office manual and the Advice Quality standard / other funding requirements, as appropriate.
* Ensure that work reflects and supports the Citizens Advice service's equality and diversitystrategy.
* Maintain detailed case records for the purpose of continuity of casework, information retrieval, statistical monitoring and reportpreparation.
* Takeownershipformonitoringownworkloade.g.proactivelyreviewingprogresson current cases, outcome of completed cases and qualitycontrol.
* Be a DRO approved intermediary.
Job Types: Full-time, Permanent
Pay: £26,994.00-£28,922.00 per year
Benefits:
* Company pension
Work Location: In person
Application deadline: 16/09/2025
Reference ID: ASM