Advice Session Supervisor

The aim of Advice Service Supervisor is to maintain a consistent quality of advice and help for clients by providing support, guidance and feedback on a day to day basis. There are 3 main areas:

· ensuring quality - actively supporting the quality of advice by guiding the team to information sources, checking that all aspects of a client's situation have been considered, checking that follow up work is progressed, and that research and campaigns issues are identified

· providing support - actively supporting each team member to develop their skills and competences, by explaining, guiding, demonstrating, encouraging, suggesting, coaching, giving constructive feedback and challenging appropriately - adapting the level of support to individual competence and need, and taking account of the team as a whole

· managing the practicalities - overseeing and managing all practical issues relating to the session - allocating the team to face-to-face work or other communication methods, checking waiting times or interview lengths, and if necessary, dealing with client or Citizens Advice emergencies