Job Description
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.