Principal Tasks and Responsibilities Service leadership and management Manage and develop, through, and with Project Managers to ensure quality, access and consistency throughout the service. Carry out annual service improvement review, subsequent plan and implementation Identify gaps and develop advice services in line with the Business Plan. Take responsibility for the quality assurance of all advice services to meet the required standards set by ourselves and our accrediting bodies. Take responsibility for key elements of the Leadership Self Assessment process : Risk, Operations, Research and Campaigns Set up new projects in relation to: staffing, budget, processes, quality and service Ensure smooth processes to enhance the client journey and satisfaction with he service. Ensure clear referral and signposting pathways, working with partners to agree parameters and processes. Research & Campaigns Act as the Research and Campaigns Lead for the organisation. Take responsibility for the identification of trends to inform the direction of research and campaigns throughout the service; amplifying the voice of our clients to influence long-term or systemic change in policy and practice. Staff Management and Supervision Support, supervise, appraise and line manage paid staff reporting to the post. Work with those you manage to ensure the effective support, supervision and appraisal of all paid staff. Create a positive working environment in which equality and diversity are wellmanaged, dignity at work is upheld and staff can do their best. Plan and allocate work, monitor achievement of deadlines and support staff as appropriate, ensure that the service is adequately staffed and resourced. Identify the learning and development needs of staff through support and supervision and contribute towards the organisation’s learning and development plan Learning and professional development Keep up-to-date with legislation, trends, ideas and thinking. Attend and actively participate in regular support and supervision sessions and Appraisals with the Chief Executive Officer. Identify your own learning and development needs and plan to meet them. Financial management and development With the Chief Executive Officer, develop project budgets as required. Manage and monitor any delegated budgets and follow Financial Procedures. Other Uphold and promote the Aims and Principles of the Citizens Advice Service. Uphold and promote the Equal Opportunities policies of the Citizens Advice Service. Representing the organisation and presenting information to a diverse range of stakeholders, verbally and in writing.