How to apply
You can check for more information and how to apply.
About the role
We have an exciting opportunity for an Advice Services Manager to run our Crowborough Office and lead a team of around 30 volunteer advisers. You will thrive in a busy environment and have a positive ‘can do’ attitude. You will manage and be responsible for the day to day running of our Generalist Advice Service and develop, coach and mentor our volunteer advisers to ensure we deliver a high quality, client centred, multi-channel advice service.
We offer advice on debt, energy, benefits, housing, immigration, and employment etc. to clients through a variety of channels, including telephone, face to face, text and email for free.
You will ideally have had a minimum of 2 years’ experience of being a Citizens Advice Generalist Adviser and be an excellent people manager, with experience of motivating, inspiring and leading teams to achieve high quality standards and performance targets. You will be resourceful and highly organised and able to multitask – someone who embraces change and new challenges.
You will also be required to work flexibly across all of Wealden Citizens Advice and work collaboratively with the Wealden Management Team for the benefit of all our clients.
For an informal chat about the role, please contact our CEO, Jennifer Jadia on 01825 762807
Key work areas and tasks
Responsibilities include but are not limited to:
Service Delivery, Planning and Development
1. 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.
2. Working with the Training Team and District Administrator to support the recruitment, training and development of our volunteers.
3. Provide support and supervision to designated staff and volunteers to ensure standards, policies and procedures are met and followed regarding service delivery, quality of advice, Data Protection and Health & Safety.
4. Ensure appropriate systems and procedures are maintained for case recording, statistics, follow-up work, quality control, project management and service level agreements.
5. Keep technical knowledge up to date and provide technical support to volunteers.
6. As part of the Management Team ensure compliance with Citizens Advice membership scheme, advice quality standards and audit requirements.
7. Contribute to research & campaigns and ensure this is integrated throughout the Generalist Advice Service.
Staff Management
8. Create a positive working environment in which equality and diversity are well managed, dignity at work is upheld and staff can do their best.
9. Ensure the effective performance management and development of volunteers through regular support, supervision sessions, the appraisal process, learning and development and team meetings.
10. Encourage good teamwork within the Generalist Advice Team, and the wider organisation.
Administration
Use of telephony and IT equipment for multichannel delivery of the Generalist Advice Service.
11. Use of IT software for statistical recording of information relating to funding requirements, record keeping and document production.
12. Ensure all mandatory training is regularly completed by all within the Generalist Advice Service team.
13. Ensure that all work conforms to our organisation’s systems and procedures
14. Keep up to date with policies and procedures relevant to our organisation’s work and undertake appropriate mandatory training.
15. Responsible for the office health and safety, checks and requirements.
16. Maintain complaints procedures in accordance with Citizens Advice and Financial Conduct Authority guidelines.
Professional learning and development
17. Undertake continual personal and professional development, taking an active part in reviewing and developing the role and responsibilities.
18. Keeping up to date with legislation, policies and procedures and undertake appropriate training.
19. Prepare for and attend management team meetings/staff meetings as appropriate.
20. Adhere to organisational policies and procedures, including confidentiality, safeguarding, lone working, information governance, and health and safety and share responsibility for your own safety and that of your colleagues.
21. Demonstrate commitment to the aims and principles of Citizens Advice
Overview of Wealden Citizens Advice service
We are a local citizens advice. We have 3 offices located in Crowborough, Hailsham, Uckfield as well as outreach services across Wealden. We provide advice and support to over 4,000 Wealden residents each year.
We’re here for everyone. Our advice helps people solve problems and our advocacy helps fix problems in society. Whatever the problem, we won’t turn people away.
We’re listened to – and we make a difference. Our trusted brand and the quality of our research mean we make a real impact on behalf of the people who rely on us.
Wealden Citizens Advice is a member of the Citizens Advice network and an established and well regarded local independent charity who provide free, impartial and confidential advice. We undertake research & campaign work to influence policy makers and to effect change.