Advice Session Supervisor

Citizens Advice has been solving life’s problems for over 80 years, supporting local communities with expert free, independent, confidential and impartial advice. At Citizens Advice South Hams 2021 is our year of renewal following Covid-19. Demand for our services is increasing, as is our team of staff and volunteers.

We are looking to recruit an enthusiastic Advice Session Supervisor to join our small, friendly, and supportive team in managing the advice sessions, supporting and supervising paid and volunteer advisers, and ensuring our advice is delivered at the highest quality across all our channels.

The job includes:

• Managing the practicalities of the advice session and ensuring adequate staffing and resources.
•  Monitoring the quality of advice work in accordance with Quality of Advice Audit (QAA)
• Monitoring case records, telephone calls, emails, and webchats of staff and/or volunteers to meet the stipulated standard and service level agreements.
• Identifying and actioning remedial and developmental issues by providing feedback and developing individuals to improve the quality of service.

In addition, you will have:

• Commitment to, and ability to work within, the aims, principles and policies of the Citizens Advice service.
• Recent experience of welfare or related advice work in either a paid or voluntary capacity.
• Proven ability to manage /supervise others, including an ability to motivate staff and volunteers and give feedback objectively and sensitively through regular appraisal activity.

To be successful, we would like you to demonstrate excellent people skills, a flexible approach, an interest in problem solving and possess the ability to work both independently and as part of a team to manage a busy workload. Whilst experience delivering advice in a Citizens Advice environment is preferred, we welcome diversity both in our people and our thinking, we welcome applications from all advice settings from those who desire to serve their community and want to make a difference.

This role will cover two days a week, working from the Citizens Advice South Hams office in Totnes. We offer a range of employee benefits, pension contributions, training and free parking, plus opportunities to continue your professional development.

Please note CVs will not be accepted.

Closing date for applications: Monday 17th May.

Every local Citizens Advice is a registered charity. Different application procedures are adopted by individual local Citizens Advice. Contact the relevant one as outlined in the information about this role. You should not send an application form to national Citizens Advice. All local Citizens Advice produce their own annual report, but you can find out more about the Citizens Advice network or download the latest national Citizens Advice annual report.

Job description

Application form

We provide free, confidential and impartial advice. Our goal is to help you find a way forward, whatever problem you face, and to campaign for change on the issues affecting people's lives.

We’re an independent charity and part of the Citizens Advice network. Most of our 86-strong team are trained volunteers, and we are supported by local councils, a variety of specialist funders, and the general public. We serve a population of 87,000 across South Hams and handle thousands of enquiries each year.

We have changed our service provision due to the Coronavirus outbreak. See the Contact Us page for more details.

Our paid staff and volunteers are doing all they can to keep our service operational. However we expect that you may experience a delay before your enquiry is responded to. We apologise for this and hope you will bear with us during these unprecedented times.

Please click on the link below to see a series of training modules on the benefits and other financial support available to different groups of people:

https://cabdevon.org.uk/training

• Support for self-employed people
• Employees who are away from work because of COVID-19
• Help with Council Tax

Award Winning Advice Charity

We were delighted to receive an award from the High Sheriff of Devon, Gerald Hine-Haycock, in recognition of our ongoing support to local people throughout the pandemic. He described us as the ‘fourth blue light emergency service’ and the ‘unsung heroes of the crisis’. Our Chief Officer, Office Manager and Trustee were very pleased to accept the award on behalf of everyone in the organisation.