Advice Service Manager

Citizens Advice


Date: 1 day ago
City: Kidderminster
Contract type: Full time
Main Purpose of Job

  • Deliver all aspects of our advice services via telephone, email/web, in person, and outreach venues.
  • Line manage team leads, debt caseworkers, and the energy adviser, supporting them in maintaining high standards of accessible advice services.
  • Oversee effective use of volunteer adviser resources across all advice channels.
  • Collaborate with the training lead to ensure a sufficient number of well-trained volunteer advisers are available.
  • Provide cover for Advice Session Supervisors when needed and offer training on client records and quality standards.
  • Design and implement process improvements based on best practices, leading and gaining buy-in from team members.
  • Ensure adherence to the Quality of Advice framework and drive the organization towards excellence.
  • Maintain debt technical supervision and engage in continuous professional development activities.
  • Motivate the team and provide individualized support to meet quality and KPI standards, fostering a culture of continuous workforce development.
  • Monitor performance against targets, conducting regular team meetings and formal supervision sessions.
  • Create a positive working environment that promotes equality, diversity, and effective teamwork.
  • Ensure core contracts are adequately staffed to meet expected standards.

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