Community Impact & Engagement Lead (Flexible Hours) in Bolton

Citizens Advice Bury & Bolton (CABB) is a leading provider of legal advice and information, supporting thousands of clients every year. We are a busy, client-focused and dynamic service with a track record of delivering high-quality advice face to face, over the phone and digitally. Our communities are facing unprecedented challenges with rising costs. The rising cost-of-living continues to directly impact individuals and families, with more people than ever in negative budgets, debt and housing crises.

This role would provide direct line management to the following teams:

• Client Services Team - the initial access points for up to 80% of clients accessing our services. This team is integral to ensuring that clients can access our services.
• Volunteer Team – led by 2 part-time volunteer supervisors, our team of 30 volunteers deliver advice to clients over the phone and face to face, delivering over 6000 hours of volunteering per year.
• Community Outreach Team – responsible for delivering community outreach advice sessions across Bury and Bolton, as well as representing CABB in local/neighbourhood meetings and building relationships with key community stakeholders.

These teams collectively make up our client access points, supporting over 16,000 clients to access our services and receive information, guidance and advice. You will be responsible for supporting these teams, enhancing the service and ensuring that we are able to provide high-quality information, guidance and advice to clients when they access our services.

You will be part of the Delivery Leadership Team, a well-established team of managers responsible for their areas of specialist advice. This is a fantastic opportunity for personal and professional development, where you will be fully supported in this role, with development opportunities available.

About you:

• Experience of managing operational/client-facing teams (preferably within the advice sector but not essential)
• Excellent interpersonal skills to engage with a diverse range of team members, clients and stakeholders
• Great communication and networking skills to represent CABB at community meetings and events
• Organisational skills with the ability to adapt, prioritise deadlines and competing tasks in a fast-paced environment
• Be empathetic, compassionate and resilient, understand how to use trauma-informed approaches
• A genuine passion for place-based support and breaking down barriers for clients.

Key tasks within this role include:

• Hold responsibility for ensuring our client access points meet local need, is effectively managed, consistently delivered and developed to provide an accessible, inclusive and high-quality service to residents in our local communities.
• Represent and liaise with stakeholders including local authority representatives, community leaders and funders.
• Attend and contribute to community-based, VCSE and Local Authority meetings and events.
• Proactively seek new opportunities to develop our community outreach sessions, focusing on areas with high index of multiple deprivation, and communities not represented within our client base.
• Using quantitative and qualitative data, prepare regular funder reports, ensuring all teams are accurately recording client and case data on our case management systems.
• Develop knowledge within the teams to enhance the client journey, from signposting and referral information through to the development of new and innovative ways to deliver advice to clients.

Benefits:

• A flexible 35 hour working week (for full time employees)
• Generous holiday entitlement – starting at 25 days per year, increasing to 30 (in addition to bank holidays), pro-rata for part time
• Additional day off for your Birthday
• 5% employer contribution pension scheme
• Income protection insurance
• Access to 24/7 confidential telephone counselling and structured counselling support
• Access to online GP and telephone counselling services
• Enhanced family friendly leave and occupational sick leave
• Access to ‘Blue Light Card’ and other charity discount schemes

We believe inclusion is a social justice issue – a principle that underpins our EDI work. We particularly welcome applications from local individuals who are representative of the local communities we serve.