Role summary: This is an exciting new opportunity to support the improvement and expansion of advice delivery at Citizens Advice Oxford’s busy city centre office. Joining a team of paid and volunteer advice session supervisors you will be overseeing advice delivery for our c100 clients per week through our core, free to access, services.
Job location (usual place of work): Citizens Advice Oxford, 95 St Aldates
Pay rate: £27,358 – 28,221 pro rata
Pay is pro rata?: Yes
Job title: Advice Session Supervisor
Applications close on date: 5pm Tuesday 22nd October
Hours are: Part time
Contract is: Permanent
Job description: Role purpose
The post holder will add capacity to our supervisory cover during busy periods, ensuring clients are given prompt high quality advice and volunteer advisors receive guidance, support and ‘on the task’ development needed to maintain delivery standards.
• 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.
• Manage the practicalities of the advice session and ensure adequate staffing and resources.
• Contribute to ensuring work queue, task lists, routine phone and email enquiries are completed
• Keep technical and research and campaigns knowledge up to date and ensure that these are promoted and integrated in a way relevant to the role.
• Contribute to new quality of advice monitoring procedures
• Ensure all relevant policies and procedures are followed during the advice sessions
• Carry out and record routine case checking
Staff Management and development
• Maintain effective admin systems and records, work cooperatively with colleagues, encourage good team work and clear lines of communication.
• Attend regular internal meetings
• Create a positive working environment in which equality and diversity are well-managed, dignity at work is upheld and staff perform optimally.
• Carry out annual reviews of volunteers
• Attend regular meetings of paid and unpaid staff
• Encourage good teamwork and lines of communication between all members of staff and volunteers
• Participate in the recruitment and induction of volunteers as required
• Assist the Training Officer with the training and mentoring of new volunteers
• Maintain and monitor effective and efficient IT and administrative systems
• Monitor health and safety policy with regard to staff, equipment and premises within statutory requirements
• With the Head of Operations maintain and carry out complaints procedures in accordance with Citizens Advice guidelines.
Training and development
• Identify and implement own training and development needs
• Identify the training needs of staff and volunteers, as appropriate, through support and supervision and contribute towards the organisation’s training and development plan
• Assist with training activities as appropriate, in conjunction with the Training Officer and Advice Services Team
Other duties and responsibilities
• Carry out any other tasks within the scope of the post to ensure the effective delivery and development of the service
• Comply with health and safety guidelines and take responsibility for own safety and that of colleagues.
1. At least 2 years’ experience of delivering generalist advice
2. Proven ability to supervise and motivate volunteers
3. Ability to give and receive feedback objectively and sensitively
4. Good understanding of the quality and compliance requirements of providing advice including GDPR, full exploration of issues etc.
5. Proven ability to monitor and maintain service delivery against quality and compliance requirements
6. Confident using IT systems and packages, electronic resources in the provision of advice and recording of outcomes
7. Practical understanding of the issues involved in working with vulnerable people face to face or remotely
8. Commit to, and work within, the aims, principles and policies of the Citizens Advice service
9. Ability and willingness to work as part of a team
10. Commitment to continuing professional development
11. Positive can do attitude
12. Practical knowledge of welfare benefits including Universal Credit
13. Giving GGDA complaint debt advice
14. Knowledge of Oxford City context and other sources of support available
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.
To apply, please contact: Please complete the application form on our website www.citizensadviceoxford.org.uk/vacancies