Contract Fixed term contract, until 30 April 2027
Key work areas and tasks
Service Delivery
- Actively support the quality of advice by guiding volunteers 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.
- Provide the appropriate level of support and supervision to volunteers depending on their level of competence. 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 whole team.
- Monitor case records, telephone call, emails etc of volunteers to meet quality standards and service level agreements.
- Ensure developmental issues are identified and acted on to support individuals, improve the quality of advice and ensure clients receive a consistent level of advice.
- Keep technical knowledge up to date and provide technical support to advisors.
- Maintain effective admin systems, records on Casebook, follow up work and quality control.
Staff Support and Management
- Create a positive working environment in which equality and diversity are upheld, dignity at work is upheld and staff can do their best.
- Participate in the training and support of new volunteers in line with their Learning Assessment Records.
- Identify learning and development needs of volunteers.
Research & Campaigns
- Identify research and campaigns issues and assist with research and campaigns work by providing information about clients’ circumstances through the appropriate channels.
Professional Development
- Keep up to date with legislation, policies and procedures and undertake appropriate training.
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