Advice Services Manager

Role profile Job Title: Advice Services Manager Responsible to: Chief Executive Officer Immediate reports: Welfare Benefits Team Lead, Training Lead, Supervision Lead, Debt Caseworkers, Energy Advisor. Hours: Full time 36 hours Salary: £26,994 £28,922 dependent on experience Main Purpose of Job To be responsible for the delivery of all aspects of our advice services via telephone, email/web, in person and at outreach venues. To line manage team leads, debt caseworkers and the energy adviser and support them in achieving high standards of accessible advice services. To oversee the use of our volunteer adviser resources to cover each of our advice channels in the most effective way. To liaise with the training lead to ensure we have sufficient, well trained volunteer advice resources to deliver our service. To ensure cover for Advice Session Supervisors when needed To provide training, guidance and support on client records, telephone channel and quality standards To design and implement improvements to our advice processes based on best practice, leading and gaining buy-in from team members as necessary. To be overall responsible for the quality of our advice in line with our Quality of Advice framework and IFR s to drive the organisation towards excellence in quality. To be responsible for Debt technical supervision and carry out continuous professional development activities and duties within the organisation. In maintaining quality, you will need to inspire and ..... full job details .....