Advice Service Supervisor

About the Role

The aim of Advice Service Supervisor is to maintain a consistent quality of advice and help for clients by providing support, guidance and feedback on a day to day basis. There are 3 main areas:

• ensuring quality – actively supporting the quality of advice by guiding the team to information sources, checking that all aspects of a client's situation have been considered, checking that follow up work is progressed, and that research and campaigns issues are identified
• providing support – actively supporting each team member to develop their skills and competences, by explaining, guiding, demonstrating, encouraging, suggesting, coaching, giving constructive feedback and challenging appropriately – adapting the level of support to individual competence and need, and taking account of the team as a whole
• managing the practicalities – overseeing and managing all practical issues relating to the session – allocating the team to face-to-face work or other communication methods, checking waiting times or interview lengths, and if necessary, dealing with client or Citizens Advice emergencies

Requirements

1. A minimum of 12 months experience of advice work in a Citizens Advice setting or similar quality assured environment.
2. Ability to effectively manage and support people to meet individual and team objectives.
3. Ability to monitor and maintain Quality of Advice standards including checking accuracy of advice and benefit calculations.
4. Good understanding of safeguarding principles and willingness to adhere to them
5. Experience of using ICT systems and packages, and electronic resources in the provision of advice, record keeping and document production.
6. Ability to work on own initiative and be flexible to business need.
7. Demonstrable understanding of the issues affecting society and their implications for Citizens Advice clients and service provision.
8. Ability to create a positive working environment in which equality, diversity and inclusion are well managed, dignity at work is upheld and staff are empowered and motivated to do their best.
9. The ability to commit to and work within the aims, principles and policies of the Citizens Advice service and the vision of Citizens Advice Liverpool

About us

Citizens Advice Liverpool is a charity that provides free, confidential and impartial advice to people who live and work in the city. We depend on a workforce of paid staff and over 120 trained volunteers. We give people the knowledge and the confidence they need to find their way forward – whoever they are, and whatever their problem. We are the leading provider of advice and advocacy services in Liverpool and have helped clients with over 106,000 issues in 2022/2023.

CAL have achieved accreditation with the Workplace Wellbeing Charter, showing we are committed to improving the health and wellbeing of our workforce. We've also gained an award for outstanding contribution by an employer to workplace health and wellbeing 2022 by Merseycare NHS Foundation Trust.

We've gained awards from Citizens Advice National recognising our Advising Margainalised Communities Team for championing equity, diversity and inclusion in both 2021 and 2021. We were also named volunteer team of the year in 2022.

As well as a competitive salary CAL also provides access to:

• Generous annual leave of 27 days plus bank holidays (with an additional day per

• year after 4 years' service up to a maximum of 32 days plus bank holidays)

• Hybrid Working Scheme

• Interest-free travel loans

• Employee Assistance Programme

• Pension Scheme

• Cycle to Work Scheme

• Lifestyles Gym Membership (20% corporate discount)

• Enhanced maternity, paternity, and adoption leave pay

• Free VDU eye care test

• Professional and advice sector recognised training