Vacancy - General Advice Supervisor

 

 General Advice Supervisor 

 Location: Rossendale & Hyndburn areas 

Citizens Advice Rossendale & Hyndburn are looking for a General Advice Supervisor to join our friendly team of staff and volunteers. The role will help support the delivery of advice services to people who live and work in Rossendale and Hyndburn, help volunteers fulfill their full potential and ensure we continue to provide high quality services.  The role will be based in our offices in Bacup and provide cover when needed at our office in Accrington. 

We are looking for someone with an advice background,  preferably with supervisory experience, but will consider offering a trainee role to the right candidate.  You will have recent experience of giving advice, particularly in relation to welfare benefits and money advice and have a positive and flexible attitude, being able to work well under pressure and deal with challenges as they arise.  You will also work well as a member of a team and have an approachable and friendly attitude. As this role involves some travel possession of a full driving licence and use of a car, or otherwise able to fulfil the travel requirement is essential

The job description and personal specification, is available below.  To request an application pack, please email office@carh.org.uk or phone 01706 252012. Please note that CVs will not be accepted without an application form. 

Hours: 24 hours per week (to cover core hours of 10am - 3pm Monday to Thursday)

Salary: £21, 474 - £23,364 pro-rata per annum depending upon experience 

If you would like an informal chat, please contact Rachel Whippy on 01706 252012 

Closing date: Wednesday 18th September 2019, 5pm 

Interview date: week commencing 11th October 2019

General Advice Supervisor

Job pack

 

Thank you for your interest in working at Citizens Advice Rossendale & Hyndburn. This job pack should give you everything you need to know to apply for this role and what it means to work at Citizens Advice.  

 

In this pack you’ll find:

  • Our values
  • 3  things you should know about us
  • Overview of Citizens Advice and Citizens Advice Rossendale & Hyndburn
  • The role profile and personal specification
  • Terms and conditions
  • What we give our staff

Want to chat about this role?

If you want to chat about the role further, you can contact Rachel Whippy by emailing rachel.whippy@carh.org.uk or calling 01706 252012.

 

Our values

We’re inventive. We’re not afraid of trying new things and learn by getting things wrong. We question every idea to make it better and we change when things aren’t working.

We’re generous. We work together, sharing knowledge and experience to solve problems. We tell it like it is and respect everyone.

We’re responsible. We do what we say we’ll do and keep our promises. We remember that we work for a charity and use our resources effectively.


 

3 things you should know about us


1. We’re local and we’re national. We have 6 national offices and offer direct support to people in around 300 independent local Citizens Advice services across England and Wales.


2. We’re here for everyone. Our advice helps people solve problems and our advocacy helps fix problems in society. Whatever the problem, we won’t turn people away.

 

3. We’re listened to - and we make a difference. Our trusted brand and the quality of our research mean we make a real impact on behalf of the people who rely on us.

 

How Rossendale & Hyndburn Citizens Advice works

Citizens Advice Rossendale & Hyndburn is an independent registered charity, limited by guarantee.  We provide advice and information services to people who live and work in the local authority areas of Rossendale and Hyndburn. 

We help around 3,000 people with over 14,000 enquiries each year.  

 

Our Team

  • We have a board of Trustees from both Rossendale & Hyndburn with experience of both the public and private sector in charities, finance, guidance and development and human resources.
  • Our Senior Management Team consists of a Chief Officer, Advice Services Manager, Senior Supervisor and Finance and Admin Officer.
  • We have a paid team of advisers and administration staff working alongside our 34 volunteers.
  • All advisers, paid and voluntary, have been through a thorough and comprehensive training programme to make sure they can deliver timely, accurate and effective advice to our clients.
  • We welcome workers from diverse backgrounds to reflect the community we serve

Our Mission

 

Citizens Advice Rossendale & Hyndburn;

  • Seeks to reduce deprivation, inequality and improve access to justice by providing advice, information and education to ensure people know and understand their rights and responsibilities.
  • Ensure that people are given the opportunity to have their concerns heard, campaign for change on the issues that affect them or those they care most about and see change happen, particularly those facing discrimination

 

 Overview of Citizens Advice

The role

Job Title: 

General Advice Supervisor

 

Reporting to: 

Chief Officer 

Salary: 

24 hours a week 

£21,474 - £23,364 pro rata, depending on experience.

Location: 

Bacup and Accrington


Citizens Advice Rossendale & Hyndburn are looking for a General Advice Supervisor to join our friendly team of staff and volunteers. The role will help support the delivery of advice services to people who live and work in Rossendale & Hyndburn, help volunteers fulfill their full potential and ensure we continue to provide high quality services.  The role will be based in our offices in Bacup and provide cover when needed at our office in Accrington. 

We are looking for someone with an advice background,  preferably with supervisory experience, but will consider offering a trainee role to the right candidate.  You will have recent experience of giving advice, particularly in relation to welfare benefits and money advice and have a positive and flexible attitude, being able to work well under pressure and deal with challenges as they arise.  You will also work well as a member of a team and have an approachable and friendly attitude. As this role involves some travel possession of a full driving licence and use of a car, or otherwise able to fulfil the travel requirement is essential

 Role profile

Supervision & Advice

  • Manage the practicalities of the advice session and ensure adequate staffing and resources.
  • Keep technical knowledge up to date and provide the appropriate level of support and supervision to individual workers depending on their level of competence.
  • Deliver advice and support to clients accessing the service through all access routes as required.
  • Provide cover across both sites and remotely to advisers 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.
  • Monitor the case records / telephone calls of staff and volunteers to meet stipulated standards.
  • Keep up to date with research and campaigns issues and ensure that this is promoted and integrated in a way relevant to the role.
  • Deal with incoming referrals, triage/give advice where appropriate, book appointments and delegate tasks to the relevant members of staff/volunteers.

Volunteer Management

  • Identify learning and development needs of volunteers, contribute to the organisation’s learning and development plan by organising inclusive activities and one-to-one sessions.
  • Maintain effective admin systems and records, work cooperatively with colleagues, encourage good teamwork 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.
  • Work closely with other supervisors, team leaders and training officer to communicate changes in demand and client needs affecting service delivery.

Learning, Development & Training

  • Identify learning and development needs of volunteers and contribute to the organisation’s plans.
  • Facilitate inclusive group and / or one to one learning and development activities to improve advice services.
  • Liaise with the training officer to identify individual training needs and contribute to personal development plans.
  • Contribute and co-ordinate the assessment activities and competence of volunteers.

Quality of Advice and Performance Management

  • Ensure advice given is of a high standard through case checking and support.
  • Liaise with other supervisors and quality staff to manage volunteer performance.
  • Liaise with all teams to monitor case recording meets performance requirements.

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.

General

  • Contribute to the effective running of the office environment, equipment and ensure supplies are in stock.
  • Deal with minor premises issues around security and health & safety.
  • Deal with incoming calls and emails.

 

 Person specification

Essential Criteria 

 

Assessment Method 

A = Application form 

I = Interview 

T = Test 

Recent knowledge and experience in advice giving, particularly in the areas of welfare benefits and debt. 

 


A/I/T 


Ability to communicate effectively verbally and in writing. 

 


A/I 

Ability to conduct research and analyse & interpret complex information to clients and to support volunteer advisers. 

 



Ability 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. 

 


A/I 

Commit to, and work within, the aims, principles and policies of the Citizens Advice service. 

 


A commitment to continual professional personal development. 

 


Demonstrate an understanding of issues affecting the society and the implications of this on the client and the service. 

 


A/I 

Ability to manage / supervise others including ability to develop and motivate others 

 


A/I 

Ability to give and receive feedback objectively and sensitively. 

 


A/I 

Proven ability to monitor and maintain service delivery against agreed targets. 

 


A/I 

Proven ability to monitor and analyse statistics and check accuracy of calculations. 

 


A/T 

Proven ability to supervise and monitor advice work and to maintain casework systems and procedures. 

 


A/I 

Proven ability to use IT systems and packages and electronic resources in the provision of advice and the preparations of reports and submissions. 

 


A/T 

Proven ability to work as a member of a team as well as on own initiative, be organised, prioritise and meet tight deadlines. 

 


A/I 

Ability to work in a positive and flexible manner when faced with challenges at work. 

 


A/I 

Ability to work in a pressured environment, demonstrate resilience and problem solve on the go. 

 


A/I 

Possession of a full driving licence and use of a car, or otherwise able to fulfill the travel requirement 



In accordance with Citizens Advice national policy we will may the successful candidate to be screened by the DBS. However, a criminal record will not necessarily be a bar to your being able to take up the job.