Responsible to: Chief Executive Officer
Immediate reports:Welfare Benefits Team Lead, Training Lead, Supervision Lead, Debt, Caseworkers, Energy Advisor.
Hours: Full time – 36 hours (flexible for the right candidate)
Main Purpose of Job
- Oversee the delivery of advice services via telephone, email/web, in person, and outreach venues.
- Line manage team leads and support them in achieving high standards of accessible advice services.
- Supervise volunteer adviser resources for effective advice channel coverage.
- Collaborate with the training lead to maintain a well-trained volunteer team.
- Ensure provision for Advice Session Supervisors as needed.
- Offer training, guidance, and support on client records, communication standards, and quality.
- Design and implement improvements to advice processes based on best practices.
- Ensure high-quality advice in line with our Quality of Advice framework and IFR standards.
- Responsible for Debt technical supervision and continuous professional development.
- Inspire and motivate the team to meet internal and external quality and KPI standards.
- Foster a culture of continuous workforce development.
- Monitor performance against targets, deadlines, and support staff as needed.
- Conduct regular team meetings and formal supervisions.
- Create a positive working environment focused on equality, diversity, and teamwork.
Research and Campaigns
- Ensure advisory contributions to social policy development aligned with the business plan.
- Assist with social policy work as required.
Management duties
- Accountable for service delivery objectives and related KPIs from the Business Plan.
- Prepare reports for the CEO, funders, and partners, presenting findings and recommendations in meetings.
Learning and Professional Development
- Stay updated with relevant legislation, trends, and ideas.
- Participate actively in support, supervision, and appraisal sessions with the CEO.
- Identify personal learning and development needs and plan to address them.
Administration
- Maintain detailed records for information retrieval and report preparation.
- Produce analytical and developmental reports on service work as required.
Other Duties and Responsibilities
- Undertake advice work as needed, supporting contracts and projects beyond the generalist service.
- Assist with Casebook usage, data gathering, and reporting for services and projects.
- Stay current with Citizens Advice policies and ensure compliance.
- Develop and maintain effective administrative systems and records relevant to the role.
- Act as key holder and manage building access as necessary.
- Attend internal and external meetings related to the role and outreach locations.
- Collaborate with colleagues to encourage good teamwork and communication.
- Adhere to health and safety guidelines and promote a safe environment for all.
- Identify and address personal learning and development needs.
- Perform other tasks within the scope of the role as necessary.
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