Advice Supervisor - Scunthorpe, United Kingdom - North Lincolnshire Citizens Advice

Description

Advice Supervisor (trainee option available)

Role Profile

This is an opportunity for you to join an established charity that has an excellent reputation locally as a trusted partner and as a great place to work.

Your role will be to manage day to day operations and staffing, focusing resources and ensuring consistent quality assured services across our funded advice projects.

You'll have recent experience of delivering social welfare law advice and will be able to demonstrate competence as an adviser and have the ability to undertake technical supervision activities.

You'll be the first point of contact for team members and will provide real time support to advisers managing complex cases.

You'll support advisers and caseworkers by conducting interview observations enabling the competence and development of individuals, identifying soft skill and technical training needs and providing constructive feedback.

You'll also lead the organisations quality assurance and recording processes ensuring the accuracy and effectiveness of advice provision.

You'll be a part of a small, but committed team with big ambitions that works cohesively and effectively together to get things done.

You'll be an important and valued member of the team and, with the support of
Citizens Advice North Lincolnshire, will be responsible for ensuring people focused outcomes are met in a pressurised environment.


Main Duties and Responsibilities:

• To track contract performance and compliance, facilitating successful advice delivery and ensuring accurate data recording
• To ensure quantitative and qualitative impact and outcomes data capture and provide local intelligence and trends data to the senior management team, board of trustees and partner organisations
• To deliver presentations and briefings about the service and contribute to the overall development of the organisation
• To manage the day to day operations and staffing, focusing resources and ensuring consistent processes across funded advice projects
• To lead the organisation's quality assurance process and complete monthly and weekly quality reviews within established deadlines
• To provide real time support and supervision to advisers enabling them to ensure the accuracy and effectiveness of advice
• To perform advice interview observations to enable the competence and development of individual advisers
• To support advisers in identifying soft skill and technical training needs and offer constructive feedback
• To line manage advisers and caseworkers
• To keep legal advice knowledge up to date
• To meet individual performance targets and contribute to the achievement of team targets
• To represent the organisation in a knowledgeable and professional manner at all times
• To identify your own training and development needs and participate in training opportunities
• To reflect on work plans and participate in team meetings, development forums and supervision sessions
• To refer safeguarding issues in line with local and organisational policy
• To adhere to organisational policies and procedures relating to health and safety, risk and personal safety
• Carry out any other tasks that may be within the scope of the post

Person Specification

• Recent experience of delivering and/or supervising social welfare law advice services
• Ability to grasp new concepts and information quickly and reason analytically
• Ability to engage people in a way that inspires trust and confidence
• Understanding of quality assurance and case administration processes
• Knowledge and understanding of outcomes and impact and the importance of using data to enable continuous learning
• Strong written skills and ability to draft clear and concise reports and work plans
• Ability to demonstrate initiative and creativity, think ahead and take prompt action to solve problems
• Ability to prioritise competing priorities and demands in a busy environment, complete tasks to a high standard and meet deadlines
• Ability to use Microsoft Office and Google Suite systems and particularly Word/Docs and Excel/Sheets
• Citizens Advice generalist advice qualification or external equivalent

Terms and conditions

• Proficient salary

£29,265 to £32,860 per annum depending on experience.

• Flexibility

We are open to all discussions about flexible working.

We want to enable you to have a good work/life balance that suits your needs as well as those of the business.

• Employee assistance scheme

We provide an employee assistance scheme managed by LifeWorks.

Benefits include:

• 24/ telephone helpline
• LifeWorks online support website
• LifeWorks app
• 6 sessions of face to face counselling per issue unlimited issues per annum
• Employee legal helpline
• Consulting services financial, debt advice, housing, relocation, parenting, eldercare, work performance, health and wellness advice and much more
• Childcare and eldercare matching service
• Savings on e