Advice Service Manager

Coventry University; Coventry; On-site; GBP 35,000 - 45,000; Full time

Job summary

An educational institution is seeking an Advice Service Manager to oversee the operational delivery of its Advice Service, ensuring high-quality support for students across its campuses. The role includes managing a team of Advice Caseworkers, addressing complex casework, and maintaining compliance with service standards. Candidates should have prior supervisory experience and strong organizational skills.

Benefits

Occupational Pension Scheme

35 days holiday plus bank holidays

Free access to Employee Assistance Programme

Mental Health First Aid support

Life Insurance 3 x salary

Discounted Gym membership

Agile working scheme

Paid volunteer days

Qualifications

• Previous experience in a similar role managing client-facing staff.
• Ability to work independently with minimal supervision.
• Passion for delivering high-quality service to clients.

Responsibilities

• Line manage the Advice Caseworkers ensuring effective service delivery.
• Be the main contact for operational and client escalation issues.
• Review and audit casework to ensure compliance with standards.
• Develop systems to support the welfare of Advice Caseworkers.

Skills

Organizational skills

Strong written communication

Experience with casework support

Ability to manage a team

Job description

Overview

As the Advice Service Manager, you will be responsible for the operational delivery of a busy Advice Service supporting students across all campuses at Coventry University Group (including Coventry, London, and Scarborough). The Advice Service provides free, confidential, and independent advice and guidance on academic, finance, and housing issues. Your role will focus on ensuring our clients receive the highest quality advice and support from the Advice Service. In addition, you will be responsible for quality assurance, motivating, and supporting Advice Caseworkers, and responding to client/case escalations and crises.

Responsibilities

• To line manage the Advice Caseworkers, providing direction, motivation and support to ensure the effective delivery of their roles as well as advice and support on complex casework.
• To be the main point of contact for day-to-day operational issues and client escalation issues within the Advice Service.
• To review and audit casework carried out by the Advice Caseworkers to ensure the delivery of high-quality advice and compliance with service policies, procedures and benchmarking standards.
• To develop and maintain a system to support the welfare of Advice Caseworkers utilising internal and external support mechanisms.
• To work with the Head of Advice and Wellbeing to develop new and innovative ways of increasing service capacity and quality, e.g. through the use of technology, training, student staff.
• To act as a Deputy Safeguarding Lead.

Qualifications / Ideal Candidate

Our ideal candidate will ideally have previous experience in a similar role, having experience of delivering casework support to clients. You will need to be highly organised, with the ability to work independently with minimal supervision and develop strong relationships with clients, direct reports and various stakeholders. You should have great attention to detail and a passion for ensuring the delivery of a high-quality service to clients. You must have a high standard of written communication and the ability to learn new systems and processes. It is important that you have previous experience of supervising/managing staff that were in client-facing roles providing information, advice or guidance.

We are especially keen to encourage expressions of interest from people currently under-represented within the organisation, these include but are not limited to those from the LGBTQ+ community, people with disabilities, and those from a Global Majority background.

We are a disability confident employer and candidates with a disability will be guaranteed an interview, providing they meet in full all of the essential requirements of the post.

Benefits

• Staff Benefits: Occupational Pension Scheme, employer contributions matched up to 6%
• Generous annual leave, this role attracts 35 days holiday plus bank holidays (2 additional days after 2 years' service) per annum
• Free 24/7 access to our Employee Assistance Programme offering confidential advice and support
• Mental Health First Aiders, colleagues who have received training to support others
• Life Insurance 3 x salary
• Discounted Gym membership (in Coventry)
• Eye care and Flu vouchers
• Staff reward and recognition schemes
• Agile working scheme
• Volunteer days, up to 2 paid per year

To apply, visit organisation's website