Main Purpose of Job
* Deliver all aspects of our advice services via telephone, email/web, in person, and outreach venues.
* Line manage team leads, debt caseworkers, and the energy adviser, supporting them in maintaining high standards of accessible advice services.
* Oversee effective use of volunteer adviser resources across all advice channels.
* Collaborate with the training lead to ensure a sufficient number of well-trained volunteer advisers are available.
* Provide cover for Advice Session Supervisors when needed and offer training on client records and quality standards.
* Design and implement process improvements based on best practices, leading and gaining buy-in from team members.
* Ensure adherence to the Quality of Advice framework and drive the organization towards excellence.
* Maintain debt technical supervision and engage in continuous professional development activities.
* Motivate the team and provide individualized support to meet quality and KPI standards, fostering a culture of continuous workforce development.
* Monitor performance against targets, conducting regular team meetings and formal supervision sessions.
* Create a positive working environment that promotes equality, diversity, and effective teamwork.
* Ensure core contracts are adequately staffed to meet expected standards.
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