Job summary
Location Head Office - 48 Fairfax Street, Bristol BS1 3BL
The Regional Project Support Officer will work as part of the Project Team to support a new regional service, delivered by ourselves and a supply chain of advice providers (sub-grantees). The service - Macmillan Money and More - is funded by Macmillan Cancer Support and provides primarily financial support and wellbeing for people living with cancer. Our role is to;
Supporting the Project Manager(s), and Project Lead in working with caseworkers, referral and delivery partners with transition into and implementation of the new referral and service delivery model.
Key activities include but are not limited to:
- Monitoring and reporting (daily / weekly / monthly / quarterly) KPIs for the service relating to referral response, management and being the key point of contact to deal with any issues arising from the progression and satisfactory completion of referrals.
- Supporting referral partners across the region to transition and maintain the quality of referrals using the new referral platform and process.
- Monitoring and maintaining the regional calendar to ensure resource planning meets the service needs for first contact and ongoing caseworker appointments.
- Service Quality: Supporting the Project Managers to develop, implement and monitor client feedback and lived experience insights systems, analysing that feedback and following up with clients where relevant to support service improvements.
- Help and support the Project Managers to ensure that providers deliver the service according to the specified service delivery model and certain key practices
- Service innovation: working with the Project Managers to assimilate any weaknesses in the delivery model and recommend improvements
- Work closely with the Project Lead and IT Manager to develop and implement tech tools that support clients and advisers
- Support delivery partners in all aspects of the delivery of the service including day to day support with implementing technical innovations, and data reporting in line with the funder requirements and as directed by the Project Manager(s) / Team.
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Regional Project Support Officer - Macmillan Money & More employer: Citizens Advice Ltd
As a leading organisation dedicated to supporting our community, we pride ourselves on being an excellent employer that values inclusivity and professional growth. Our collaborative work culture fosters innovation and continuous learning, providing employees with comprehensive training and development opportunities. Located in the heart of Grantham, Spalding, and Stamford, we offer a meaningful career path where you can make a real difference in the lives of those facing financial challenges.
