Current jobs related to Debt Technical Supervisor - Caerphilly - Citizens Advice Caerphilly Blaenau Gwent

Salary:
Up to £26,912 depending on experience

Full time: 37.5 hrs Mon To Friday
plus evening and Saturday morning shifts

Contact Centre hours of operation: 8am to 8pm Monday to Friday, 9am to 1pm Saturday.

Contract term:
Permanent

Location:
Caerphilly

Benefits:

We value all our people and can offer a supportive culture

We offer:

• Pension scheme
• An Employee Assistance Programme
• Holiday entitlement of up to 24 days per year (in addition to bank holidays)
• Support a large team of debt advisers, both qualified and trainees, as well as debt support officers, ensuring that the advice provided to clients is accurate, effective and tailored to the individual's circumstances.
• Ensure the team meets the expectations for achieving and maintaining a high level of debt advice quality, consistency and case recording across the MaPs partnership, as set by the Money and Pension Service (MaPS).

We value diversity, promote equality and challenge discrimination.

To apply:
Application for this post is via CV and covering letter.

Applications will not be considered where a covering letter outlining suitability for the role against the person specification is not submitted.

Citizens Advice Caerphilly Blaenau Gwent

Working with us means you will be joining the largest Citizens Advice service in Wales and one of the largest in the Citizens Advice network.

We are an organisation that has a voice and influences policy development. We help millions of people each year and have a direct impact on a person's well-being.

The Role:

Citizens Advice Caerphilly Blaenau Gwent has an exciting opportunity for a fully competent Debt Technical Supervisor to join our well established 150+ seat National Call Centre in Caerphilly.

The Money and Pension Service (MaPS) has set minimum expectations for achieving and maintaining a high level of debt advice quality, consistency and case recording across the MaPs partnership.

As an organisation we must undertake File Reviews which are comprehensive, evaluative and developmental.

These File Reviews will be undertaken by a Technical Supervisor to ensure:

• Best practice in the delivery of debt advice is evident in all cases
• Advisers fully understand the requirements of the FCA and MaPs
• Clients are receiving the best advice for their individual circumstances
• No detriment to clients is undetected and unresolved
• Action is taken to address adviser training and support needs

Main duties and responsibilities:

• Conducting debtadvice interview observations
• Undertaking debt advice file reviews
• Identifying advisers' soft skill and technical training needs
• Providing constructive feedback, and pastoral support, to advisers
• Providing realtime support to advisers, which will include but is not limited to, providing guidance in complex matters and provide advisers with sources of information
• Working to an agreed service plan, meeting targets and milestones
• Working collaboratively to share good practice in performance and quality improvement and to progress key priority areas of work
• Escalating risks promptly and appropriately, and contributing to wider monitoring and reporting requirements
• Providing excellent support to a large team of Trainee Debt Advisers, Debt Advisers and Debt Support Officers.

This includes:

• Supporting team members to achieve both their individual and team KPIs
• Ensuring team members have good awareness and understanding of quality and service delivery requirements
• Providing coaching and performance feedback to team members
• Identifying and providing training opportunities and supporting team members with continuing professional development
• Providing reports on productivity and other performance indicators to Citizens Advice Caerphilly Blaenau Gwent's management team as required.

Other:

• Prioritise and manage own workload
• Be an active member of the team
• Identifying opportunities for own development
• Compliance with Citizens Advice Caerphilly Blaenau Gwent's policies and procedures
• Ensure that all services comply with equal opportunities and other relevant policies and quality standards and good practice
• Undertake additional tasks relevant to the service as defined by Citizens Advice Caerphilly Blaenau Gwent.

Person Specification:

Essential:

• A minimum of two years' full time or equivalent parttime experience of delivering debt advice to caseworker level
• Working towards or completed appropriate accredited supervision training
• Experience of monitoring and managing performance and conducting independent file reviews
• Ability to give constructive feedback to support caseworkers to achieve the quality expected in the MaPS standards
• Strong verbal and written communications skills
• Be able to listen and deal with difficult situations, including client safeguarding and suicidal issues.
• Ability to work under pressure on a number of competing tasks and me

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