Job Title: Duty Advice Supervisor 

Reports to: Team Leader

Job summary:         

Working in the generalist advice team with Centre based Advice Supervisors, you will provide cover for colleagues and manage a team of remote advice volunteers.  Supervising volunteer advice teams across multiple channels to deliver accurate high quality advice, meet client demand and support the Team leader in the running of the service including producing information resources, quality checks, research and campaigns work. 

Main Responsibilities

• Provide remote supervision and cover for centre based Advice Supervisors so volunteer and trainee advisors are supervised to provide high quality advice and the service runs smoothly, giving technical advice and stepping in with clients if needed.
• Ensure KPI and customer service targets are met so we help as many people as we can. 
• Ensure advice sessions are appropriately resourced, maintaining rotas, managing inboxes and ensuring all multiple channels are covered. 
• Undertake quality checks, provide feedback, develop advice rota’s, ensure information resources are kept up to date and provide remote supervision to advisors. 
• Support with recruitment, training and sign off of volunteers as needed.
• Ensure local information sources are kept up to date and cascaded across the service.
• Keep up to date with local and National policies and legislation and cascade this internally and externally.
• Ensure safeguarding, health and safety policies are followed and take responsibility for the centre when providing cover.
• Work with others to create information resources including videos, blogs and self help tools.

  People Supervision

• Create a positive working environment in which equity and diversity are embedded, dignity at work is upheld and everyone does their best.
• Support in volunteer recruitment, training, sign off and induction as needed
• Participate and contribute in regular staff and operational meetings.
• Provide line supervision to volunteers including 1-1 feedback, appraisal and sign off training competencies.

  Administration

• Self-administer own work and support the management of administrative systems
• Support volunteer advice team to self manage and use IT, printing and other systems independently
• Ensure health and safety policy and safeguarding policies are followed
• Follow the complaints procedure

Training and development

• Identify and undertaken own training and development needs
• Identify the training needs of staff/volunteers through support and supervision and contribute towards the organisations training and development plan
• Organise training activities/speakers in conjunction, as appropriate with the line manager and training team

Planning and development

• Advise the line manager on people and service delivery issues
• Participate in initiatives as appropriate Implement team and service plans, ensuring funding contracts and targets are met

Other duties and responsibilities

• Carry out any other tasks which may be within the scope of the post to ensure the effective delivery and development of the service
• Abide by health and safety guidelines and share responsibility for own safety and that of colleagues Support and actively engage in fundraising activities across Citizens Advice in West Sussex To deputise in the absence of the team leader. Act as a Deputy Safeguarding Officers

Person Specification

Qualifications                                   

5 GCSEs grade C or above, including Maths and English (or equivalent)

Certificate of Generalist Advice or another equivalent

Citizens Advice Supervisor certificate

Knowledge

Knowledge of social welfare law such as Benefits, Debt Housing  or Employment and able to apply that in an advice setting

Understanding of the issues facing residents and the impact this has on accessing and acting on advice

An understanding of the motivations and management styles for working with volunteers

Skills

Ability to use a range of IT including diary management, case management systems and products to manage work

Effective communication skills, able to communicate complex information to be understood by a range of stakeholders and manage conflict

Excellent attention to detail and able to follow processes

Ability to prioritise own work and the work of others, meet deadlines and manage workload in a busy  environment

Ability to give and receive feedback objectively and sensitively and a willingness to challenge constructively

Experience

Successfully  leading others in a customer service environment

Experience of managing and coaching a team of volunteers delivering advice.

Recent and relevant experience of advice work

Values

Ability to commit to, and work within, the aims, principles and policies of the Citizens Advice service including Equity, Diversity and Inclusion .

Demonstrate a ‘Can do’ attitude and effective team player