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The Citizens Advice service is made up of Citizens Advice - the national charity - and a network of around 300 local Citizens Advice members.
This role sits our network of independent charities, delivering services from
- over 600 local Citizens Advice outlets
- over 1,800 community centres, GPs’ surgeries and prisons
They do this with:
- 6,500 local staff
- over 23,000 trained volunteers
Our reach means 99% of people in England and Wales can access a local Citizens Advice within a 30 minute drive of where they live.
Hours: 37 hours per week
Salary: £27,319
Contract: Permanent
Location: Sandwell & Walsall (primarily based at Smethwick)
Closing Date: 16/12/2024
Provisional interview Date: 23/12/24
This role is to lead and manage the advice session, taking responsibility for the delivery of high quality services and providing clear leadership. You will be responsible for managing the volunteer team and ensuring that they are motivated and efficiently carrying out their roles. To create and maintain an environment that provides a seamless service with clients at the centre.
Supervision
- Manage the practicalities of the advice session and ensure adequate staffing and resources
- Keep technical knowledge up to date and provide appropriate level of support and supervision to individual volunteers and staff (where appropriate) depending on their level of competence
- Ensure remedial and developmental issues are identified and acted on to develop individuals, improve the quality of service and ensure clients do not suffer detriment due to poor or inadequate advice
- Monitor completed case records / telephone calls and webchat by designated staff/volunteers to meet the Quality Assurance standards and service level agreement
- Keep up to date with research and campaigns issues and ensure that this is promoted and integrated in a way relevant to the role
- You will lead on the quality of advice within your locality and ensure that the advice given meets QAA standards, you also attend regular QAA meetings to address the quality of advice across the organisation
- Be able to deputise in the absence of the Locality Manager and/or when needed. Volunteer Management
- Identify learning and development needs of designated volunteers, contribute to the organisation’s learning and development plan by organising inclusive activities, one-to-one sessions and booking and delivering appropriate training
- Maintain effective admin systems and records, work cooperatively with colleagues, encourage good teamwork and clear lines of communication and promote effective referrals both internally and externally. Attend regular internal and external meetings
- Create a positive working environment in which equality and diversity are well-managed, dignity at work is upheld and staff/volunteers perform optimally
- Observing trainees advising Clients and providing feedback following observations
Learning, Development & Training
- Identify learning and development needs of designated volunteers andcontribute to the organisation’s plan
- Facilitate inclusive groups and / or one to one learning and development activities
- Take responsibility to support the volunteers in your locality and progress them through the adviser learning programme
- Organise internal and external learning and development activities to ensure the competence and continuing development of designated volunteers
- Contribute and co-ordinate the assessment activities and competence of designated volunteers
Networking
- Develop links with relevant statutory and non-statutory agencies relevant to the role
- Use skills and competences to promote the organisation and foster good relationships with external organisations
What we give our staff
We value all our people and can offer a supportive culture within a charity setting that is committed to social justice.
All of the roles below attract a rewarding remuneration package with excellent terms including:
- A flexible 37 hour working week
- Pension scheme
- Generous holiday entitlement (26 days per year in addition to bank holidays)
- Refer a friend/family member incentive scheme
- Annual pay reviews
