JOB VACANCY: Citizens Advice NOSN – Advice Services Coordinator, Bicester Office (p/t)

Role summary: We are looking for an Advice Services Coordinator to be based at our Bicester office. The Advice Services Coordinator (ASC) is a key role in delivering high quality services. We are looking for an individual with recent experience of advice work preferably within Citizens Advice or a debt advice organisation. As the ASC you will have the confidence to support and advise a team of volunteers and paid staff who deliver front line services.

The ASC (Bicester) is part of a team of ASCs who are jointly responsible for the quality and day-to-day organisation of the advice series at Bicester, Banbury, Kidlington and Brackley offices.

Role Purpose:
· To organise and supervise the advice sessions, provide support to advisers and monitor and check advice to ensure quality standards are met

· To assist the Head of Advice with ensuring a full advice and support service is available within the aims, policies and principles of the Citizens Advice Service.

Job location (usual place of work): Bicester

Pay rate: £23,122

Pay is pro rata?: Yes

Job title: Advice Services Coordinator (ASC)

Applications close on date: 28.07.2019

Hours are: Part time

Contract is: Permanent

Job description: Key work areas:

Service delivery –

· Supervise staff to ensure that standards meet Citizens Advice requirements
· Provide specialist support and act as consultant to the advisers

· Contribute to quality of advice monitoring procedures

· Monitor quality of work through case checking and provide feedback

· Maintain and develop standards of service delivery across all channels

· Supervise advice sessions, including face to face, telephone and digital advice

· Undertake Advice work as required

· Manage the practicalities of the advice session

· Ensure adequate resources for agreed level of service in Bicester and Kidlington

· Ensure all relevant policies and procedures are followed during the advice sessions

· Ensure that social policy issues are identified and reported

· Maintain up-to-date reference materials for advisers

Staff and Volunteer supervision –

· Carry out annual reviews of the volunteers

· Attend regular meetings of paid and unpaid staff

· Encourage good teamwork and lines of communication between staff and volunteers

· Participate in the recruitment and induction of volunteers as required

· Assist the Training Officer with the training and mentoring new volunteers and their assessments

Administration –

· Maintain and monitor effective and efficient IT and administrative systems

· Monitor health and safety policy with regard to staff, equipment and premises

· Assist Advice Services Manager to carry out complaints procedures in accordance with policy

Training and development –

· Identify and implement own training and development needs

· Maintain and develop technical knowledge to support staff and volunteers

· Identify staff and volunteer training needs through support & supervision

· Contribute to the annual training and development plan

· Assist with training activities as appropriate

Planning and development –

· Advise the Head of Advice on staffing and service delivery issues

· Participate in Citizens Advice initiatives as appropriate

Networking and Partnerships –

· Develop links with relevant statutory and non-statutory agencies relevant to the role

· Promote the work of CA and foster good relationships with external organisations

Other duties and responsibilities –

· Carry out any other tasks to ensure the effective delivery and development of the service

· Comply with health & safety policy & take responsibility for own safety and that of colleagues

Person specification:

· Recent and substantial experience of working as an adviser within Citizens Advice (or other Debt Advice Agency)
· Recent experience of providing Benefits and/or Debt Advice ( desirable)

· Understanding of and commitment to the aims and principles of the Citizens Advice service

· Competent in monitoring, evaluating and reporting

· Experience of supervising staff and volunteers (desirable)

· Ability to analyse and interpret complex information

· Competent in use of IT

· Ability to support, develop and motivate staff

· Effective communication skills, both oral and written

· Ability to prioritise own work and the work of others

· Ability to meet deadlines and manage workload in a pressured environment

· Ability to give & receive feedback objectively & sensitively

· Willingness to challenge constructively

· Ability and willingness to work as part of a team

· Commitment to continuing professional development

· Ability to travel between advice locations as needed


To apply, please contact: To fill out an application form to apply for this vacancy, please go to the following link from our website:

Or email to request an application form.