Contract Fixed term contract, until 31 March 2028
Interviews will take place on 16 March 2026.
About the role
* Manage and support the team through regular 1-1 supervision meetings, annual performance reviews and target setting to ensure compliance with key performance targets and quality standards (AQS quality mark, Citizens Advice competency requirements and the FCA Consumer Duty)
* Undertake quality monitoring activities including case checks, file reviews and direct observation and provide feedback/coaching/mentoring
* Follow Company processes to respond to any performance concerns
* Ensure relevant processes and trackers etc. are complied with/ kept updated
* Deal with complaints in line with procedures and report issues, concerns, achievements and exceptional contributions made to the Management Team
* Monitor overall project performance and report any concerns to the appropriate person
* Ensure all reporting and recording requirements are adhered to
* Provide support and guidance to staff and volunteers who require help with more complex advice issues
* Ensure that appropriate case and outcomes recording systems are applied and maintained for statistics, follow up work and quality control
* Provide information, general advice and casework as appropriate, across a variety of channels and locations, in accordance with Citizens Advice competencies, the Advice Quality Standard and FCA and funder requirements
* Empower clients to take an active role in resolving their issue and make informed decisions
* Assist clients to set realistic budgets and help them to look at ways of managing their money
We’re Disability Confident
Disability Confident is a government scheme that supports employers to improve how they recruit, retain, and develop disabled people.
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