Advice Service Coordinator

Reporting to the Operations Manager, you will be part of the team of Advice Session Coordinators responsible for providing quality support to our teams of volunteers and staff at our advice centres in Witney and for outreach and home based staff and volunteers. You will be supervising a variety of advice sessions, some of which will be based in our Witney Advice Centres. This role is primarily office based.

You will also assist the Operations Manager in ensuring a comprehensive, high quality advice service to clients of Citizens Advice within the aims and principles and policies of the Citizens Advice Service. You will be responsible for raising awareness of research and campaigns issues within your teams and will assist the Operations Manager to maintain a high standard of research and campaigns work in the organisation.

Service Delivery

Manage the practicalities of the advice session and ensure adequate staffing and resources.

Monitor and respond to Casebook work queues, emails sent to the supervisor inbox and telephone calls received on the supervisor telephone during advice sessions

Provide an appropriate level of support and supervision to individual workers depending on their level of competence.

Monitor the case records / telephone calls of designated staff/volunteers to meet quality standards and service level agreements

Ensure remedial and developmental issues are identified and acted upon, to develop individuals, improve the quality of advice, and ensure clients do not suffer detriment due to poor or inadequate advice.

Keep technical knowledge up to date and provide technical support to advisers and / or caseworkers.

Support the Operations Manager to develop and maintain standards of service delivery

Support the Operations Manager to ensure that appropriate systems are developed and maintained for case recording, statistics, follow up work and quality control

Undertake advice work as and when required

Ensure all relevant policies and procedures are followed during the advice session

Assist the Operations Manager and Training Officer in supporting/developing a team of volunteer Advice Session Supervisors

Maintain complaints procedures in accordance with Citizens Advice guidelines

Ongoing training and development opportunities:

Your line manager and our Learning and Development Officer will work with you to develop an individual training plan and offer opportunities to develop new skills relevant to your role.

37 Hours Per Week

Salary: £28,957.42 per annum pro rata rising to £29,472.42 on successful completion of competence assessment

Contract: Permanent Contract

Pension: We offer an auto-enrolment workplace pension scheme, details on appointment

Holiday: 23 days pro rata plus Bank Holidays pro rata, plus additional long service leave after 4 full years completed.

Expenses: Work is based in Witney, but any additional travel above home to work can be claimed at £0.45 per mile.

Other: Essential equipment required for the role will be provided