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Trainee Advice Session Supervisor

4 months ago

Bognor Regis, United Kingdom Arun & Chichester Citizens Advice Full time

**The purpose of the role**

To train to become a qualified Supervisor

To provide ongoing support to the volunteers and staff alongside qualified supervisors
To help mentor new trainees and work with the Quality of Advice Manager to support with on-going training of existing advisers.
To be part of the supervisors’ team, ensuring a high quality of advice is given to clients.

**Role profile**

**Guidance and support**
- Support the practicalities of the advice session, work with the supervisors to be confident in running a session.
- Become confident to provide an appropriate level of support and supervision to individual workers depending on their level of competence.
- Support the supervisors to monitor the case records / telephone calls of designated staff to meet quality standards and service level agreements.
- Support supervisors to ensure remedial and developmental issues are identified and acted on to develop individuals, improve the quality of advice, and ensure clients do not suffer detriment due to poor or inadequate advice.
- Gain and keep technical knowledge up to date and support supervisors to provide technical support to advisers and / or caseworkers.

**Generic**
- Undertake advice work as required, to support training.
- Keep up to date with Citizens Advice aims, policies and procedures and ensure these are followed.
- Ensure that work reflects and supports the Citizens Advice service's equality and diversity strategy.
- Keep up to date with research and campaigns issues and ensure research and campaigns is promoted and integrated in a way relevant to the role.
- Develop and maintain effective admin systems and records relevant to the role.
- Monitor and evaluate activities appropriate to the role and contribute to the bureau planning process by providing regular reports and feedback on the areas of responsibility.
- Attend regular ACCA and external meetings relevant to the role (staff, team, management, trustee board, consortium etc).
- Work cooperatively with colleagues and encourage good teamwork, clear lines of communication and common practices within the bureau team.
- Abide by health and safety guidelines and share responsibility for own health and safety and that of colleagues.
- Identify own learning and development needs and take steps to address these with the support of the management team
- Carry out any other tasks within the scope of the post to ensure the effective delivery and development of the service.

**Person specification**
- Ability to commit to, and work within, the aims and policies of the Citizens Advice Service.
- Support a positive working environment in which equality and diversity are well-managed, dignity at work is upheld and staff can do their best.
- Proven ability to give and receive feedback objectively and sensitively and a willingness to challenge constructively.
- Ability to monitor and maintain own standards
- Proven ability to support the needs of different teams with a variety of different skilled volunteers and staff
- Demonstrable understanding of the issues volunteers face whilst interviewing clients
- Ability to self-motivate and motivate others
- Proven ability to monitor and support the supervisors to maintain agreed targets, such as the quality of advice
- Proven ability to develop individuals or groups by providing support and guidance
- Ability to prioritise work in a high paced environment
- Ability to use IT systems and packages and electronic resources
- A commitment to continuous professional development

**What we give our staff**
- Workplace pension available
- Employee Assistance Programme
- Commitment to continued professional development
- Supportive and flexible employer
- An opportunity to work within a team that is friendly, forward thinking and passionate about helping our community

**Job Types**: Full-time, Fixed term contract
Contract length: 6 months

Pay: £23,280.40 per year

Schedule:

- Monday to Friday
- No weekends

Work Location: In person

Application deadline: 24/06/2024