Advice Session Supervisor - City Centre, United Kingdom - Citizens Advice Winchester

Description

Role profile

Supervising
Manage the practicalities of the advice session and ensure adequate staffing

and resource.
Keep technical knowledge up to date and provide appropriate level of support

and supervision to individual workers 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 the case records / telephone calls of designated staff to meet the
stipulated standard 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.


Staff Management
Identify learning and development needs of designated volunteers, contribute

to the organisation's learning and development plan.
Maintain effective admin systems and records, work cooperatively with

colleagues, encourage good team work and clear lines of communication.
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.


Project Management
Manage projects and provide strategic support to the service in a range of areas,

including (but not limited to):
Innovation and development of new services
Communications
Fundraising
Administration
Research and campaigns
Attending internal and external meetings to represent CAWD as required


Learning, Development & Training
Identify own learning and development needs and that of designated volunteers

and contribute to the organisation's plan.

Facilitate inclusive group and/or one to one learning and development activities.
Contribute to 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.
Carry out any other tasks which may be within the scope of the post to ensure

the effective delivery and development of the service.


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.


Other duties and responsibilities
Carry out any other tasks that may be within the scope of the post to ensure

the effective delivery and development of the service.
Demonstrate commitment to the aims and policies of the Citizens Advice service,

including equal opportunities policies.
Abide by health and safety guidelines and share responsibility for own safety

and that of colleagues.
Be aware of the office procedures for dealing with actual and potential

discrimination issues.
Assist with research and campaigns work by providing information about a

person/family's circumstances through the appropriate channel.


Person specification

Essential Criteria
1) Recent experience of generalist advice delivery
2) Strong interpersonal skills, including sensitive listening and questioning

skills to understand the needs of others.
3) Strong problem-solving skills, with the ability to pro-actively plan next steps

and set priorities.
4) Ability to give and receive feedback objectively and sensitively, and a

willingness to challenge constructively

5) Highly effective written and oral communication skills, including the ability
to explain complex information.

6) Competent and confident in the use of IT, with the ability to independently
use IT systems and packages, and electronic resources.

7) An understanding of the issues affecting society, in particular vulnerable
groups, and their implications for clients and service provision.


Desirable Criteria
8) Recent experience of delivering generalist advice within a Citizens Advice
setting

9) Recent experience of supervising within an advice service.
10) Ability to prioritise own (and others') workload, meet deadlines, monitor

and maintain standards, and make decisions in the day-to-day running of
a busy service

11) Proven ability to monitor and maintain service delivery against agreed
targets as well as monitor and analyse statistics and check accuracy of
calculations.

12) Proven ability to supervise and monitor advice work and to maintain
casework systems and procedures, use of IT systems and packages,
electronic resources in the provision of advice and the preparations of
reports and submission.


Generic Role Requirements
1) Ensuring that work reflects and supports the Citizens Advice equality and
diversity strategy.

2) Monitoring and evaluating activities appropriate to the role and contributing
to service planning processes by providing regular reports and feedback on
the areas of responsibility.

3) Attending regular meetings relevant to the role (staff, team, etc.).
4