Advice and Quality Support Senior

3 weeks ago


Ipswich, United Kingdom Citizens Advice Ipswich Full time

**Job Title**: Advice and Quality Support Senior

**Salary Scale**: £24,150 (on completion of successful probation period)

**Hours**: Full Time (37 hours per week), Part Time considered

**Responsible to**:Core Team Manager**

**Key Work Areas**:

- To provide daily advice support to Core and project team advisers.
- To undertake case checking and provide adviser feedback to improve the quality of advice given to clients.
- To coach advisers on a 121 basis to support a high standard of Case Management through relevance of advice, case administration and a high degree of accuracy with system coding (i.e. use of Funder and Advice Inquiry Codes, Potential Evidence Flags etc.).
- To share insights through participation in Quality Reviews with Senior team peers and to support the Deputy Operations Manager in the execution of any ‘Quality of Advice’ related actions.
- To support ongoing training through the identification, development and delivery of ‘fit for purpose’, timely and relevant advice based training for Core/Generalist advisers.

**Key Responsibilities**

Quality Performance
- Monitor the quality of work from case checking and provide timely feedback to advisers to drive improvements.
- Participate in Quality Review Sessions providing input and support to ensure that appropriate advice practices are adopted across teams.
- Support the Core Team Manager to develop and implement a ‘Quality of Advice Action Plan’, in collaboration with other team Seniors.
- Support the QAA process to ensure that performance is upheld to maintain AQS accreditation (and within the context of the National Citizens Advice LSA audit).
- Attend and participate in internal and external meetings as required by the business.
- Consult promptly with the Core Team Manager where areas of wider concern are identified.
- **Training and Development**_
- Provide proactive feedback to individuals (case note reviews/QAA outcomes) to provide timely and constructive coaching.
- Participate in business, team or volunteer meetings to raise awareness and provide coaching or updates around the provision of good quality advice.
- Support the development of ongoing adviser training programmes through the provision of feedback around advice performance, the identification of issues or knowledge gaps.

**Performance Management**
- Ensure that Standard Operating Procedures relating to Case Management and Administration are documented and maintained for all Core team processes.
- Proactively encourage teamwork across departments, facilitating good lines of communication between all members of staff.
- Able to work effectively with Business Support Manager in the handling of any data breaches, complaints or Subject Access Requests within Core.

**Other Duties and Responsibilities**
- Carry out other tasks, which may be within the scope of the post, to ensure the effective delivery and development of advice support and quality management work.
- Work effectively with senior team peers to support wider operational processes, or the collaborative delivery of activities or projects.

**Equality and Diversity**
- The post-holder will support the equality, diversity and rights of clients and colleagues.
- To act in a way that recognises the importance of people’s rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation.
- To respect the privacy, dignity, needs and beliefs of clients and colleagues.
- To behave in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.

**Person Specification**

**Essential Criteria**
- **Qualifications**_
- Proven experience of providing service or quality based support at a senior level.
- Excellent verbal, written and IT skills.
- **Skills/Competencies**_
- Effective communication skills (verbal and written).
- Strong planning and co-ordination skills to prioritise own time alongside team support needed to meet wider business or contractual priorities.
- Ability to analyse and interpret information to gain insights, spot trends or issues.
- Ability to collaborate effectively with management and peers to continuously improve the quality of advice across teams and provide insight based input to training and development plans.
- **Knowledge**_
- Sound knowledge and understanding of Citizens Advice quality standards, case reviews, auditing and its importance to business operations.
- Sound understanding of Data Protection requirements.
- **Experience**_
- Experience of delivering support at a senior level.
- Experience of delivering to required standards of performance within a pressured environment, to deadlines, and without compromising quality.
- Experience of working with a diverse range of colleagues.
- Experience of coaching and providing feedback.
- Experience of working with IT systems and Microsoft packages.
- **Personal Attributes**_
- Strong organisational and



  • Ipswich, United Kingdom Suffolk County Council Full time

    Suffolk Refugee Support, Ipswich IP1 3EP £32,837 per annum 35 hours per week (Mon – Fri 9am – 5pm) Permanent Reference: 0607 Suffolk Refugee Support aims to ensure that all asylum seekers and refugees in Suffolk can live integrated, fulfilled and contributing lives in their new communities. We provide a welcoming environment where...

  • Tax Manager

    4 weeks ago


    Ipswich, Suffolk, United Kingdom Hays Senior Finance Full time

    Tax Trust Manager or Senior Manager required to join a collaborative team which provides Tax Advisory services to start-ups and scale-ups, to private businesses and FTSE listed multinationals. Our client is looking for someone who is both comfortable working proactively and managing their own tasks, as well as confident collaborating with others and...

  • Trustee Chairman

    4 weeks ago


    Ipswich, Suffolk, United Kingdom Ipswich and District Citizens Advice Bureau Full time

    Essential Skills Strategic Thinker A structured and organised approach to support. Have good listening, verbal and written communication skills, you will need to have the ability to find, evaluate and communicate information using digital media platforms. You will need to understand and be committed to equal opportunities and have the ability to work...


  • Ipswich, Suffolk, United Kingdom Hays Senior Finance Full time

    Tax Trust Manager or Senior Manager required to join a collaborative team which provides Tax Advisory services to start-ups and scale-ups, to private businesses and FTSE listed multinationals. Each of the clients you will work with, has different needs and in applying your expertise in different contexts, you'll develop your skills and gain valuable...

  • Senior Financial An

    2 weeks ago


    Ipswich, Suffolk, United Kingdom Hays Senior Finance Full time

    Financial Reporting Senior is required to join a Business Services and Outsourcing team in Ipswich, working with a range of clients from ambitious entrepreneurial SMEs to large multinational groups across East Anglia. plan bookings and prepare high-quality files for manager review Liaise with client to resolve queries before submitting accounts to...


  • Ipswich, United Kingdom East Suffolk and North Essex NHS Foundation Trust Full time

    A vacancy has arisen for a Band 3 Senior Pharmacy Assistant, within the Pharmacy Quality Assurance Department. You willprovide support and maintain Quality Assurance functions within main pharmacy in line with procedures and current Good Manufacturing Practice (cGMP) requirements. You will also be expected to support the Pharmacy Quality Assurance team in...


  • Ipswich, Suffolk, United Kingdom Hays Senior Finance Full time

    Financial Reporting Senior is required to join a Business Services and Outsourcing team in Ipswich, working with a range of clients from ambitious entrepreneurial SMEs to large multinational groups across East Anglia. Plan delivery of work on your own portfolio; plan bookings and prepare high-quality files for manager review Be proactive in seeking...

  • Senior Claims Handler

    3 weeks ago


    Ipswich, United Kingdom Employment Specialists Ltd Full time

    A new opportunity has arisen for a highly motivated Senior Claims Handler to join a very professional and friendly Claims team, dealing with Major Clients. You will be working with claims across a diverse range of clients throughout their main business areas, in a highly professional and successful environment, where your experience will enable you to...


  • Ipswich, United Kingdom Defence Equipment & Support Full time

    **Job summary** We are Defence Equipment and Support (DE&S). We make sure the UK military is equipped, supported, and connected, as they protect life at home and overseas. We manage a vast range of complex projects to buy, support and supply vital equipment and services that the Royal Navy, British Army and Royal Air Force need, so they can operate safely...

  • Senior Claims Handler

    3 weeks ago


    Ipswich, United Kingdom Employment Specialists Ltd Full time

    A new opportunity has arisen for a highly motivated Senior Claims Handler to join a very professional and friendly Claims team, dealing with Major Clients.You will be working with claims across a diverse range of clients throughout their main business areas, in a highly professional and successful environment, where your experience will enable you to deliver...

  • HR Advisor

    7 days ago


    Ipswich, United Kingdom Reed Business Support Full time

    **The working pattern on offer is**: - Monday to Friday (8:30 - 5:00; 40 hours per week) **The day-to-day of the role**: - Record all basic personnel information and support managers to proactively record information for their teams. - Utilise company software for reports and statistics, and analyse these using Excel and research as appropriate. - Ensure...

  • HR Administrator

    4 weeks ago


    Ipswich, United Kingdom Reed Business Support Full time

    I am delighted to be working with a well-established waste management business in Ipswich, who are seeking a**TemporaryHR Advisor to join their team.** This role is an excellent opportunity to join a local, family-run organisation who are willing to support the successful applicant in progressing their HR career. The working pattern on offer is: - Monday...

  • Divisional Governance

    2 weeks ago


    Ipswich, United Kingdom East Suffolk and North Essex NHS Foundation Trust Full time

    Job overview Are you passionate about co-creation and involvement? Do you recognise the importance of championing the voices of those with lived experience and from seldom heard groups? We are looking for an enthusiastic and experienced professional to join our small and friendly team as the Voice and Participation Co-Ordinator for the Suffolk and...


  • Ipswich, United Kingdom Willis Towers Watson Full time

    Senior Technical Claims Handler - Ipswich, GB June 12, 2023 **Responsibilities** - Ensuring that claims process outcomes for a defined portfolio of clients meet or exceed expectation through; - Monitoring Key Client Outcome performance and taking appropriate action as required, to deliver pre-defined service standards - Responsible for a high profile...


  • Ipswich, United Kingdom Norfolk and Suffolk NHS Foundation Trust Full time

    An exciting opportunity has arisen for a Band 3 Clinical Administrator on a secondment or fixed term basis to join the MSNAP Accredited Community Memory Assessment service. The Memory Assessment Service East (CMAS) is nurse-led with a strong emphasis on multi-disciplinary team working to ensure that users of the service receive high quality, compassionate...


  • Ipswich, United Kingdom WTW Full time

    The Market Security Group is a resource for the Group worldwide. It annually undertakes a financial assessment of some 3,500 insurers and reinsurers used by offices worldwide, with the aim of ensuring that they continue to be secure, solvent and will be able to pay valid claims to clients. A significant amount of effort is dedicated to assessing what impact...

  • Senior Claims Handler

    3 weeks ago


    Ipswich, United Kingdom WTW Full time

    We are seeking to recruit a highly motivated team player to join our well-established P&C Team within Claims Operations as a Senior Claims Handler. The position will be hybrid, located in our Ipswich office and will require interaction with colleagues in Ipswich, London, Mumbai and WTW offices worldwide as well as with our global client base, carriers and...


  • Ipswich, United Kingdom Norfolk and Suffolk NHS Foundation Trust Full time

    This role will be to offer admin support to the clinical team based at Suffolk Rehab and Recovery Service in Ipswich. The team offers support for service users who have recently been discharged from an acute ward and need support reintegrating into the community. The service is a 24 hours service, although this admin role will cover Monday to Friday between...


  • Ipswich, Suffolk, United Kingdom Pro Talent Full time

    Job Title:Senior Accountant - General Practice Accountancy Firm Location:Bury St Edmunds, UK Job Type: Full-time, Hybrid Working Company Description:ProTalent is working with a leading Accountancy Practice based in Bury St Edmunds, providing high-quality accounting and tax services to diverse clients. Due to growth, there is a new opening for a skilled...


  • Ipswich, Suffolk, United Kingdom BDO UK Full time

    Ideas | People | Trust We're BDO. An accountancy and business advisory firm, providing the advice and solutions businesses need to navigate today's changing world. Our clients are Britain's economic engine – ambitious, entrepreneurially-spirited, and high-growth businesses that fuel the economy - and the owners and management teams that lead them. We'll...