About the role
For an exciting opportunity to run our Crowborough Office and lead a team of around 30 volunteer advisers, we are looking for an Advice Services Manager with a positive, ‘can do’ attitude. The role involves the day-to-day running of the Generalist Advice Service and developing, coaching and mentoring the volunteer team to deliver a high‑quality, client‑centred, multi‑channel advice service.
Key responsibilities
* Manage the Generalist Advice Service and related projects, ensuring staffing and resources are in place to deliver a high‑quality, client‑centred, multi‑channel Generalist Advice Service.
* Co‑operate with the Training Team and District Administrator to recruit, train and develop volunteers.
* Provide support and supervision to staff and volunteers, ensuring standards, policies and procedures are met, including service delivery, quality of advice, Data Protection and Health & Safety.
* Maintain systems and procedures for case recording, statistics, follow‑up work, quality control, project management and service level agreements.
* Keep technical knowledge up to date and offer technical support to volunteers.
* Contribute to research, campaigns and ensure this is integrated within the Generalist Advice Service.
Staff and administration
* Create a positive working environment that upholds equality, diversity and dignity at work.
* Drive effective performance management and development of volunteers through support, supervision, appraisals, learning and development and team meetings.
* Use telephony and IT for multi‑channel service delivery and statistical recording.
* Ensure all mandatory training is regularly completed and work conforms to organisational systems and procedures.
* Maintain office health and safety checks, complaints procedures and comply with Citizens Advice and Financial Conduct Authority guidelines.
Professional learning and development
* Engage in continual personal and professional development.
* Keep up to date with legislation, policies and procedures and undertake appropriate training.
* Prepare for and attend management team and staff meetings as required.
* Adhere to organisational policies on confidentiality, safeguarding, lone working, information governance and health & safety.
* Show commitment to the aims and principles of Citizens Advice.
Qualifications and experience
Ideally you will have a minimum of two years’ experience as a Citizens Advice Generalist Adviser and be an excellent people manager, with a proven ability to motivate, inspire and lead teams to achieve high quality standards and performance targets. You should be resourceful, highly organised, able to multitask and comfortable embracing change and new challenges. Flexibility to work across Wealden Citizens Advice and collaboration with the Wealden Management Team is required.
Contact
For an informal chat about the role, please contact our CEO, Jennifer Jadia, on 01825 762807.
Other details
Seniority level: Mid‑Senior level. Employment type: Full‑time.
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