You will work closely with, and in support of, the Advice Quality Manager (AQM) and Head of Services (HoS) to:
- Ensure the efficient and effective day to day running of the advice team by supervising staff and volunteers in:
– providing consistently high quality advice to clients
– supporting research and campaigns work
- Line management of a group of volunteers and/or paid staff depending on organisational need
- Monitor and, where necessary, improve the operational processes to reflect developing situations and maintain service delivery standards.
Location: Minster Street, Reading / Hybrid working possible.
Hours: Full-time – 35 hours per week. Part-time, job share considered.
Contract Type: Permanent
Special Requirements: DBS check
KEY DUTIES
Service Delivery
- Together with the other Team Leaders, supervise advice sessions according to the supervision rota.
- Supervise and coach staff and volunteers, providing feedback and support.
- Take shared responsibility to monitor the quality of advice given to clients, giving appropriate feedback to ensure that standards are met.
- Assist and contribute to research and campaigns work by helping advisers to recognise and record research and campaigns issues through the correct channels.
- Monitor volunteer supervisor and adviser workload and absence to ensure that the sessions are adequately resourced and clients expectations are met appropriately.
- Ensure all relevant policies and procedures are followed by volunteer supervisors and advisers during the advice sessions.
- Support with safeguarding, data protection and other significant issues arising as part of the advice day.
- Suggest and, where appropriate, assist in the implementation of service development improvements.
Team
- Line manage a group of staff and/or volunteers through the provision of regular one to one meetings and annual appraisals.
- Manage the development of team members, acting as a mentor and coach, and identifying training needs, to support their learning in conjunction with the Training Manager and AQM.
- Ensure the development of good teamwork and effective lines of communication.
- Take shared responsibility for the health and wellbeing of yourself and the team.
Skills and Knowledge
- Keep up to date with relevant legislation across all advice areas, policies and procedures and attend appropriate training, including reading relevant publications.
- Identify and develop your own learning opportunities.
- Develop and maintain the digital skills needed to use the tools, software and platforms relevant to your role.
- Excellent interpersonal skills and an ability to build relationships and communicate effectively with a range of people and organisations.
Organisation
- Understand and work within the twin aims and principles of the Citizens Advice Service.
- Understand and take shared responsibility for delivering a service that meets the requirements of Citizens Advice Reading and its funders.
- Embed Equity, Diversity and Inclusion (EDI) in your day to day work
- Attend regular team and staff meetings and training.
- Any other reasonable duties as required by the organisation from time to time.
PERSON SPECIFICATION
- A minimum of 2 years’ experience working within the main advice areas that Citizens Advice covers.
- MaPS debt accredited to a minimum of Advice level.
- Resilience and a positive, solutions-focussed attitude, and puts the client first.
- Ability to prioritise and manage own workload and to assist others to do the same and meet deadlines in a busy and pressurised environment.
- Ability to lead by example, delegate effectively, and manage and inspire others, by coaching and developing people.
- Ability to work in a sensitive, enabling and non-judgemental way with people from a wide range of backgrounds.
