Advice Services Manager

Citizens Advice BANES; Ipswich; On-site; GBP 27,000 - 33,000; Full time

Job summary

Citizens Advice Ipswich is seeking an experienced, well-organised professional to join the Management Team and lead the Core Advice Service. You will manage a team of advice supervisors and volunteers, ensure daily resource allocation across face-to-face, telephone and digital channels, and maintain high quality standards in service delivery.

The role involves coaching advisers, overseeing training programs, and reporting on service demand and trends.

Responsibilities

• Lead and coordinate a team of advice supervisors, paid staff and volunteers delivering Generalist Advice services across multiple channels (face to face, telephone, digital).
• Ensure resources are allocated daily to cover demand and skills availability.
• Support advisers to uphold quality standards and provide coaching and guidance.

Job description

Salary: £30,000 (reviewed after 4-month probation period)

Location: Ipswich Town Centre – Office Based

We are looking for an experienced enthusiastic and well-organised person to join our Management Team to lead and manage the Core Advice Service.

To manage and co-ordinate a team of advice supervisors, paid staff and volunteers delivering Generalist Advice services to the public. Ensure that resources are allocated each day to cover multiple delivery channels (face to face, telephone, digital) in line with demand and skills available. To manage a team of Advice and Quality Supervisors so that advisers (volunteer or paid) are supported and coached in line with business, advice and quality standards, and that daily advice sessions are managed with ownership, agility and diligence.

To be accountable for the upholding of Quality of Advice Standards across the business; supporting the designated Advice and Quality Supervisor to uphold the identification, recording and execution of remedial actions needed.

To manage an active programme of volunteer recruitment, based on the identification of any resource gaps or specific skills needed to maintain service delivery levels.

To develop and refine the advice services (and supporting processes) delivered by Citizens Advice Ipswich, in line with changing client demand, technological opportunities or any changes implemented through the national Citizens Advice Network.

To produce high-quality Management Information and Reporting around service demand, trends, insights and channel profiling, including development of a monthly Dashboard.

To be responsible for the management, reporting and running of the Generalist Advice Training Programme – based on national Citizens Advice guidance and delivered through a structured framework which supports progression towards Generalist ‘signoff’ and the identification of ongoing training needs or knowledge gaps.

To work with Team Seniors and Business Support teams to facilitate training related administration, learning related recording, assessments and reviews.

We are looking for an experienced team manager who is self-motivated, proactive, highly organised, and with a strong attention to detail. Experience in operating at a senior level supporting a diverse workforce would be an advantage, alongside proficient IT skills.

The small management team work closely together reviewing client needs, business service delivery and strategic direction, so the ability to work as part of a team is essential.

We’re Disability Confident

Disability Confident is a government scheme that supports employers to improve how they recruit, retain, and develop disabled people.