Citizens Advice Rotherham & District
Job Title: Advice Session Supervisor/ Adviser
Reporting to: Director of Training, Quality and Welfare
Hours: 30 hours per week (4 days pw)
Term: Permanent Position
Location: Home working with some in person work
Salary: £24,875 FTE, Actual £19,900 plus 4% pension contributions
Annual Leave: 30 days p/a plus bank holidays
Please note all staff are currently working from home, Going forward this role will be required to work flexibly both from home but with the requirement to also attend engagements, outreaches and visit partners across Rotherham & District.
JOB DESCRIPTION:
Overview
Reporting to the Director of Training, Quality and Welfare, the Advice Session Supervisor/
Advisor will support meeting service needs within our advice provisions through Adviceline ensuring an effective service is delivered for clients who contact our local and national adviceline. The service includes the provision of advice, information and digital support that is delivered through adviceline, outreach and drop-in services via face to face, telephone and digital/web chat channels. In addition, the postholder will provide regular support and supervision to the advice teams and ensure that our service offer is in keeping with our organisational values and behaviours.
Main duties and responsibilities
● Leading by example, with passion and enthusiasm, creating an environment where staff and volunteers feel valued and supported, you will set high standards and develop quality, client focused advice services that meet the needs of the local community that are delivered by competent and motivated advisers.
● Support service needs by contributing personally to the delivery of the advice to support client demand both digitally and in local outreaches
● Be an exemplary Adviser giving advice through Adviceline and holistic advice through callbacks and outreaches
● Oversee Advice Service Provisions ensuring clients are supported appropriately by the advice teams whilst maintaining quality
● Support & coach trainee advisers
● As an experienced ASS you will support the work of the Quality Assurance Manager and the ASS team to ensure that 80% of cases externally audited receive a Green rating for quality.
● Uphold and demonstrate the values of our organisation: generous, responsible and innovative.
● Create a positive working environment in which equality and diversity are well managed, dignity at work is upheld and staff can do their best.
● Attend regular meetings with the Advice Session Supervisor team.
● Encourage good teamwork and lines of communication between all members of staff.
● Keep technical knowledge up to date and provide technical support to advisers.
Advice Session Supervisor /Advising
● Providing Advice Session Supervisor support when required
● Giving advice through Adviceline, Work queue, via video and outreaches to support with service needs
● Supervise the work of designated advisers providing them with an appropriate level of support and supervision depending on their level of competence.
● Be able to work independently giving advice at the appropriate level
● Monitor the case records / telephone calls / video calls and emails of designated advisers to meet quality standards.
● Ensure remedial and developmental issues are identified and acted upon to develop individuals, improve the quality of advice and ensure clients do not suffer detriment due to poor or inadequate advice.
● Ensure that appropriate systems are used for case recording, statistics, follow up work and quality control..
● Ensure all relevant policies and procedures are followed.
Other duties & responsibilities
● Keep up to date with Citizens Advice aims, principles, policies and practices and ensure these are followed.
● Develop and maintain effective administrative systems and records relevant to the role.
● Attend regular internal and external meetings relevant to the role.
● Abide by health and safety guidelines and share responsibility for your own health and safety and that of colleagues.
● Carry out any other tasks within the scope of the post to ensure the effective delivery and development of the service.
Training & development
● Support the Director of Training, quality and welfare, Training Supervisor and Quality Assurance Manager to identify the training needs of advisers you are working with.
● Ensure your own training and development is regularly updated.
● Prepare for and attend supervision sessions / team meetings / staff meetings as appropriate.
● Undergo relevant training as identified with your line manager.
Research & campaigns
● Keep up to date with Research and Campaign issues and ensure R&C work is promoted and integrated in a way relevant to the role.
● Assist with Research & Campaigns work by providing information about clients' circumstances through the appropriate channel.
● Monitor service provision to help ensure that it reaches the widest possible client group.
● Participate in Generalist advice related campaigns where appropriate.
Person Specification - Advice Service Supervisor / Adviser
1. At least one year’s recent experience of working in a local Citizens Advice as a qualified adviser and an ability to switch easily between Adviceline and holistic advice.
2. Experience of supervising advice sessions preferably within a Citizens Advice setting
(Desirable)
3. A team player who is able to demonstrate strong leadership skills, with a positive can-do attitude, while being resilient and able to quickly adapt and flex priorities according to service needs.
4. Ability to research, analyse and interpret complex information and produce and present clear case reports verbally and in writing.
5. Ability to give and receive feedback objectively and sensitively and a willingness to challenge constructively.
6. Experience of monitoring and maintaining casework systems procedures.
7. Be competent and confident in the use of Google IT systems, Zoom and electronic resources in the provision of advice, supervision and training and to monitor and maintain recording systems and procedures.
8. Understanding of the issues affecting society and their implications for clients and service provision and a commitment to the organisations research & campaigns programme
9. Be passionate to make a difference to people's lives with the ability to commit to, and work within, the aims, principles and policies of the Citizens Advice service.
Job Type: Part-time
Part-time hours: 30 per week
Salary: £19,900.00 per year
Benefits:
Schedule:
Work Location: Hybrid remote in Rotherham
Application deadline: 23/05/2023