Role profile Job Title: Advice Services Manager Responsible to: Chief Executive Officer Immediate reports: Welfare Benefits Team Lead, Training Lead, Supervision Lead, Debt Caseworkers, Energy Advisor. Hours: Full time – 36 hours Salary: £26,994 – £28,922 dependent on experience Main Purpose of Job · To be responsible for the delivery of all aspects of our advice services via telephone, email/web, in person and at outreach venues. · To line manage team leads, debt caseworkers and the energy adviser and support them in achieving high standards of accessible advice services. · To oversee the use of our volunteer adviser resources to cover each of our advice channels in the most effective way. · To liaise with the training lead to ensure we have sufficient, well trained volunteer advice resources to deliver our service. · To ensure cover for Advice Session Supervisors when needed · To provide training, guidance and support on client records, telephone channel and quality standards · To design and implement improvements to our advice processes based on best practice, leading and gaining buy-in from team members as necessary. · To be overall responsible for the quality of our advice in line with our Quality of Advice framework and IFR’s to drive the organisation towards excellence in quality. · To be responsible for Debt technical supervision and carry out continuous professional development activities and duties within the organisation. · In maintaining quality, you will need to inspire and motivate your team and provide focussed individual support where necessary to achieve internal and external quality and KPI standards · To drive a culture of continuous workforce development where a rigorous but supportive approach is adopted · You will identify the best quality tools and execute investigations/analysis to improve workforce competency and quality across the organisation, and support our brand reputation · Monitor and track performance progress of the service and of individuals against targets, achievement of deadlines and support staff as appropriate · To undertake regular team meetings in line with the organisation’s quality expectations · To undertake regular formal supervisions and review meetings · Create a positive working environment in which equality and diversity are well managed, dignity at work is upheld and staff can do their best · Encourage good teamwork and lines of communication between all staff and volunteers · Ensure the core contracts are appropriately staffed at all times to achieve the expected standards and targets. Debt Advice giving · Interview clients using sensitive listening and questioning skills in order to allow clients to explain their problem(s) and empower them to set their own priorities. · Use appropriate resources to find, interpret and communicate the relevant information to clients. · Research and explore options and implications so that clients can make informed decisions. · Act for the client where necessary by calculating, negotiating, drafting or writing letters and telephoning. · Negotiate with third parties such as statutory and non-statutory bodies as appropriate. · Ensure that all work conforms to the organisation’s office manual and the Advice Quality standard / other funding requirements, as appropriate. · Ensure that work reflects and supports the Citizens Advice service’s equality and diversity strategy. · Maintain detailed case records for the purpose of continuity of casework, information retrieval, statistical monitoring and report preparation. · Take ownership for monitoring own workload e.g. proactively reviewing progress on current cases, outcome of completed cases and quality control. · Be a DRO approved intermediary. Research and Campaigns · To ensure the advice team contribute to the development of social policy in line with our business plan · To assist with social policy work as required by the organisation Management duties · You will be accountable and responsible for delivering the service delivery related objectives and outcomes from the organisation’s Business Plan and service-related KPIs. · Prepare and issue reports as required for the CEO, funders and partners, attending meetings as required to present findings and recommendations Learning and professional development · Keep up to date with legislation relevant to the role, trends, ideas and thinking · Attend and actively participate in regular support and supervision sessions and appraisals with the Chief Executive Officer · Identify own learning and development needs and plan to meet them. Administration · Ensure that detailed records for the purposes of information retrieval, statistical monitoring and report preparation are maintained and developed · Produce comprehensive, analytical and developmental oral and written reports on the work of the service as required. Other Duties and Responsibilities · Undertake advice work as required, including supporting contracts and projects outside of the generalist service. · Support with the efficient and effective use of Casebook, gathering, storing and analysing data and contributing to the reporting processes for services, projects and contracts. · Keep up to date with Citizens Advice aims, policies and procedures and ensure these are followed. · Ensure that work reflects and supports the Citizens Advice service's equity, diversity and inclusion strategy. · Develop and maintain effective admin systems and records relevant to the role. · Act as key holder and open or close the building when necessary. · Attend regular internal and external meetings relevant to the role and to services at outreach locations. · Work cooperatively with colleagues and encourage good teamwork, clear lines of communication and common practices within the team. · Abide by health and safety guidelines and share responsibility for own health and safety and that of colleagues; taking particular account of this at outreach and shared locations. · Identify own learning and development needs and take steps to address these. · Carry out any other tasks within the scope of the post to ensure the effective delivery and development of the service. · Ensure all data protection and GDPR requirements are adhered to in all work for which the post is responsible. · Demonstrate commitment to the aims and policies of the Citizens Advice service · Encourage staff to understand the importance of our Equality, Diversity and Inclusion strategy, implement the strategy, and act as a role model for EDI, including challenging any inappropriate comments or attitudes. · Attend relevant internal and external meetings as agreed with your line manager. · Take personal responsibility for your own actions and for sorting out issues or problems that arise. · Review and make recommendations for improvements to the service. · Comply with all Citizens Advice information assurance guidelines. · Work cooperatively with colleagues and encourage good teamwork, clear lines of communication and common practices within the team. · As directed by the CEO, carry out other duties within the scope of the post to ensure the effective delivery of the service