About the Role
Reporting to the Service Delivery Manager, the post-holder will oversee daily delivery of Citizens Advice Liverpool advice services both in CAL offices and outreach locations.
The post holder will ensure sessions are appropriately staffed and resourced and be responsible for support and supervision of volunteers and paid advice staff who provide reception, gateway, assessment, information and detailed advice to clients across services and projects.
Working with the Volunteer Recruitment and Training Manager to select, induct and train new volunteers, the post-holder will be responsible for supporting and supervising volunteers through learning programmes and ongoing development; signing them off as having reached competency and ensuring high quality services are provided at all times. As the main point of contact for volunteers as they provide advice to clients, the post-holder will guide and coach them through the advice process and in the use of information resources and other research, to ensure clients’ problems are effectively diagnosed and resolved. The post-holder will undertake quality checks of advice case records after sessions and initiate action to resolve any problems identified.
The post-holder will work with the management team to support and develop the digital offer and support volunteers and paid general advice staff providing services through a multi-channel approach of face to face, telephone and webchat.
Demonstrable commitment to the value of volunteering.
Ability to co-ordinate and support a large number of volunteers and paid staff to deliver a professional advice service to the public.
Proven ability to manage and /or supervise others, including the ability to recruit, develop and motivate people, whilst monitoring the quality of their work.
Proven ability to develop individuals or groups by providing support, guidance, constructive feedback and training, tutoring or coaching.
Ability to contribute to planning and implementation of learning programmes.
Ability to research, analyse and interpret complex information and present it verbally and in writing a way that is clear and accessible to others.
Proven ability to maintain recording systems and procedures.
Ability to prioritise own work and the work of others, meet deadlines and manage workload in a busy environment.
Demonstrable understanding of the issues affecting society and their implications for Citizens Advice clients and service provision.
Understanding of the issues involved in providing outreach services that use a range of models of service in different locations.
Proven ability to monitor and maintain service delivery against agreed targets.
Ability to use IT systems and packages, and electronic resources in the provision of services and the preparation of reports and submissions.
A good, up to date understanding of equality and diversity and its application to the provision of advice, and the supervision and development of staff.
Ability to commit to, and work within, the aims, principles and policies of the Citizens Advice service.
A commitment to continuous professional development and willingness to travel between and work from a range of locations within the area covered by Citizens Advice Liverpool
Citizens Advice Liverpool is Liverpool’s leading provider of advice and advocacy services. We are a local, independent charity and our services are free, confidential and impartial.