Universal Credit Service Supervisor

Citizens Advice Ltd; Salford; Remote; GBP 42,000 - 54,000; Full time

Benefits offered by this job

Pension scheme

Generous holidays

Employee assistance programme

Job summary

Citizens Advice Salford is seeking a supervisor for the Help to Claim service to oversee a team of advisers delivering welfare benefits advice with a focus on Universal Credit. You will ensure high quality guidance, act as a lead for training, and maintain compliance with QA standards and KPIs.

The role offers flexible working, with options to work remotely or based in an office, and requires staying current with legislative changes and service requirements to support staff development and

Qualifications

• Experience supervising in a Universal Credit Help to Claim service or supervising welfare benefits work in a Citizens Advice service or other independent advice service.
• Able to ensure adherence to QA standards and volume KPIs.
• Knowledge of legislative changes and service requirements; ensure training and compliance.

Responsibilities

• Supervise a team of advisers delivering high quality welfare benefits advice.
• Support and develop advisers, ensuring training and compliance with requirements.
• Monitor performance against QA standards and KPIs; stay updated on changes in legislation.

Skills

Supervision experience

Welfare benefits knowledge

Experience in Citizens Advice or other

Job description

Contract Fixed term contract, until 31 March 2029

We are looking for someone with experience of supervising in a Universal Credit Help to Claim service or has experience of supervising welfare benefits work in a Citizens Advice service or other independent advice service.

The successful candidate will join our long standing Help to Claim service to supervise our team of advisers to provide good quality advice.

You will alongside another supervisor provide support and supervision and will ensure continued adherence to QAA standards and volume KPI’s.

You will stay up to date with legislative changes and service requirements and will ensure that the team is well trained and compliant with all requirements.

The post can be completed entirely at home or if you live locally and you prefer you can be based in an office.

What we give our staff

We truly value our colleagues – and we show that in what we offer.

• Employer pension 6%
• Employer Assistance Programme
• Holidays 28 days per year rising to 30 days ( pro rata)
• We have a Family Friendly Policy that gives employees access to generous paid carers, maternity, paternity and adoption leave after 1 year of service. We provide generous annual leave entitlement, a perks package offering some great discounts at high street brands through BHSF and a pension scheme with NEST. We also offer great learning and development opportunities and an Employee assistance programme that provides access to free medical advice, counselling and legal advice from Irwin Mitchell solicitors.

Citizens Advice Salford recognises the positive value of diversity, promotes equality and challenges discrimination. We aim at all times to recruit the person who is most suited to the job and welcome applications from people of all backgrounds. We particularly welcome applications from disabled, Black, Asian or Minority Ethnic people, as they are currently under represented in our workforce.

We’re Disability Confident

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