Responsible to: Chief Executive Officer
Immediate reports: Welfare Benefits Team Lead, Training Lead, Supervision Lead, Debt
Caseworkers, Energy Advisor.
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
1. To be responsible for the delivery of all aspects of our advice services via telephone, email/web, in person and at outreach venues.
2. To line manage team leads, debt caseworkers and the energy adviser and support them in achieving high standards of accessible advice services.
3. To oversee the use of our volunteer adviser resources to cover each of our advice channels in the most effective way.
4. To liaise with the training lead to ensure we have sufficient, well trained volunteer advice resources to deliver our service.
5. To ensure cover for Advice Session Supervisors when needed
6. To provide training, guidance and support on client records, telephone channel and quality standards
7. To design and implement improvements to our advice processes based on best practice, leading and gaining buy-in from team members as necessary.
8. To be overall responsible for the quality of our advic...