Advice Team Leader

2 days ago


Oldbury, Sandwell, United Kingdom Citizens Advice Sandwell & Walsall Full time

Citizens Advice Sandwell & Walsall is a national charity that operates through a network of independent local charities.

About Us

We deliver services from over 600 local outlets, community centres, GPs' surgeries, and prisons across England and Wales.

We employ over 6,500 local staff and have over 23,000 trained volunteers.

This means that 99% of people in England and Wales can access a local Citizens Advice within a 30-minute drive.

Job Details
  • Salary: £27,319 per annum
  • Hours: 37 hours per week
  • Contract: Permanent
  • Location: Sandwell & Walsall (primarily based at Smethwick)
Role Overview

This role involves leading and managing the advice session, ensuring high-quality services are delivered and providing clear leadership to our team.

Key Responsibilities
  1. Manage the practicalities of the advice session and ensure adequate staffing and resources are available.
  2. Maintain technical knowledge up to date and provide support and supervision to individual volunteers and staff.
  3. Monitor case records and telephone calls to meet Quality Assurance standards.
  4. Lead on the quality of advice within your locality and attend regular QAA meetings.
Volunteer Management
  1. Identify learning and development needs of designated volunteers and contribute to the organisation's plan.
  2. Create a positive working environment that promotes equality and diversity.
  3. Observe trainees advising clients and provide feedback.
Benefits
  • Flexible working hours
  • Pension scheme
  • Generous holiday entitlement
  • Refer a friend/family member incentive scheme
  • Annual pay reviews


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