How to apply
About the role
Role purpose
To take the main role in completing quality of advice compliance, checks and providing support and supervision tasks for the advice service.
Quality Compliance
Monitor the case records / telephone calls of designated staff to meet the stipulated standard and service level agreement.
Complete regular casechecks of advisers and independent file reviews for caseworkers in accordance with Citizens Advice and Advice Lewisham quality standards
Undertake Quality of Advice audits of Advice Lewisham partners assessors and advisers in accordance with agreed Advice Lewisham quality standards
Assist with Citizens Advice QAA monthly audits.
Supervising and Support cover
Manage the practicalities of telephone assessment and advice helpline and drop in assessment and digital support sessions and ensure adequate staffing and resources as required.
Keep technical knowledge up to date and provide appropriate level of support and supervision to individual workers depending on their level of competence as required
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.
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 teamwork
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 perform optimally.
Participate in the recruitment & selection process as well as induction of new staff as required.
Learning, development and training
Identify learning and development needs of designated staff and contribute to the organisation’s learning and development plan.
Provide guidance tutoring support and feedback to trainee volunteer advisers as required to develop their knowledge and understanding in accordance with agreed procedures and protocols.
Organise internal and external learning and development activities to ensure the competence and continuing development of designated staff.
Contribute to assessment activities and competence of designated staff and 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.
Context of role
Work as part of the advice team to ensure delivery to agreed targets and quality standards of CAL services.
Person specification
Essential criteria
Citizens Advice generalist adviser certificate or equivalent and at least 2 years post-certificate experience of providing advice and managing an advice caseload
Experience as an Advice Session Supervisor.
Ability to communicate effectively verbally and in writing, conduct research and analyse and interpret complex information to produce and present reports clearly.
Demonstrable understanding of the issues involved in interviewing clients, an up-to-date understanding of equality and diversity – it’s application to providing advice and the supervision and development of staff.
Commit to, and work within, the aims, principles and policies of the Citizens Advice service, demonstrating the understanding of issues affecting the society and the implications of this on the client and the service.
Proven ability to manage / supervise others including ability to recruit, develop and motivate staff as well as ability to give and receive feedback objectively and sensitively.
Proven ability to monitor and maintain service delivery against agreed targets as well as monitor and analyse statistics and check accuracy of calculations.
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.
Understanding of Citizens Advice Quality of Advice standards
Desirable criteria
Experience of undertaking casework auditing to Citizens Advice quality standards.
