Job Description:
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 (there is some flexibility for the right candidate) Salary: up to £34,000, dependent on experience, Purpose of Job You will support and lead the Senior Service Delivery Team who manage the day to day delivery of advice via multiple channels, which include, our call centre, responding to emails, web chats, and in person interviews with clients which may take place in the office or at outreach venues. You will ensure quality standards are maintained and reported upon within agreed timescales, and the Senior Service Delivery Team is managed effectively. Within the scope of your knowledge (supervision, debt management advice, welfare and benefits advice) maintain your professional development and provide support and cover when needed. Main Duties ● Responsible for maintaining timely access to all advice channels in the most effective way ● Responsible for maintaining the quality of our advice in line with our Quality of Advice Framework and Individual File Reviews (IFR’s) ● Take part in a team approach to continuous improvement. Design and implement improvements to our advice processes based on best practice. When required, challenge the status quo and lead improvements by gaining buy-in from other team members ● Maintain an efficient and caring service that clients need, ensuring quality and performance targets are achieved and reported to the Board and external partners, to agreed timeframes ● Provide training, guidance and support to employees and volunteers on client records ● Line manage and lead a multidisciplinary team ensuring their training and development is monitored and they have the skills to perform their duties effectively through regular 1:1s and annual personal development reviews. Undertake regular team meetings to ensure good communication throughout the organisation ● Support the team in overseeing the use of volunteer advisers ensuring the service has sufficient, well trained volunteer advice resources to support clients ● Create a positive working environment in which equality and diversity are well managed, dignity at work is upheld and staff are supported in the delivery of their duties ● Encourage good teamwork and lines of communication between all staff and volunteers ● Within the scope of your knowledge (supervision, debt technical supervision, debt management advice, welfare and benefits advice) provide support and cover when needed, including supporting contracts and projects outside of the generalist service Research and Campaigns ● Ensure the advice team contribute to the development of social policy in line with our business plan ● Assist with social policy work as required by the organisation Management duties ● Follow organisational policies when managing the employed and volunteer workforce, which can include, but not limited to, absence management, performance management, personal development reviews, retirement, maternity/paternity leave, disciplinary investigations/meetings/appeals ● Responsible for ensuring the delivery of outcomes against agreed objectives as detailed in the organisations Business Plan, and those detailed in partner and funder agreements ● Prepare and issue reports as required for the CEO, funders and partners, attending meetings as required to present findings and recommendations ● Attend regular internal and external meetings relevant to the role and to services at outreach locations 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 your own learning and development needs and plan to meet them ● Keep up to date with Citizens Advice aims, policies and procedures and ensure these are understood and followed ● Ensure that work reflects and supports the Citizens Advice service's equity, diversity and inclusion strategy 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. ● Ensure the core contracts are appropriately staffed at all times to achieve the expected standards and targets ● 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 ● Develop and maintain effective administration systems and records relevant to the role Other Duties and Responsibilities ● Act as key holder and open or close the building when necessary ● Abide by health and safety guidelines and share responsibility for your own health and safety and that of colleagues; taking particular account of this at outreach and shared locations ● 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 ● Comply with all Citizens Advice information assurance guidelines. ● As directed by the CEO, carry out other duties within the scope of the post to ensure the effective delivery of the service To request a job pack please email sally.williams@wyreforestcab.org.uk
