Job Details

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Advice Session Supervisor

Gloucester

North and West Gloucestershire Citizens Advice is a progressive advice service which puts
clients first, providing high quality advice via all channels. We are currently developing a
new approach to meeting demand and offering an excellent career opportunity for a
motivated individual to join our enthusiastic skilled team.

We are looking for an enthusiastic individual with recent experience of advice work either
as a supervisor or as a general advisor wishing to progress their career. You will have
excellent interpersonal and communication skills and be able to work flexibly as part of a
team.

Apart from your ability to give good quality advice, you will need the confidence to support
a team of volunteers and paid staff who deliver our front line services.

We believe that ethics and attitude are equally as important as knowledge and we are
looking for someone who wants to make a real difference to people’s lives. We in turn
value all our people and can offer a supportive environment within a charity setting that is
truly committed to social justice

Want to chat about this role?

If you want to chat about the role further, you can contact Mariam Bhamla via the details to the right of this advert.

The role

FTE Salary: £26,200 - £28,200pa
Hours: 15
Pension: Contribution of 7% based on 4% employee contribution (after
satisfactory completion of your probation period)
Location: Gloucester and Cheltenham
Employee Assistance Scheme: Health Assured
Application deadline: When suitable candidate(s) found

Role purpose

To manage practicalities of the advice session, ensuring the highest quality of advice, and
providing support to individual workers and the team.

All Advice Session Supervisors will work together to offer clients the highest possible
standard of advice and information and will have the same basic duties to ensure an
effective and uniform delivery of service. Key areas of responsibility will vary as to the
particular skills and experience of the post-holder, but all will be working closely with the
team of volunteer gateway assessors and advisers to enhance their skills and give them
support.

Regular meetings of the Advice Session Supervisors will be held with the Core Services
Manager in order to feedback and discuss relevant issues affecting the team and the
service offered to clients.

Role profile

Supervising advice sessions

➢ Manage the practicalities of the advice session and ensure adequate staffing and
resources.
➢ Provide an appropriate level of support and supervision to individual workers
depending on their level of competence.
➢ Monitor the case records / telephone calls of designated staff to meet quality
standards and service level agreements.
➢ Carry out Performance Quality Framework assessments as directed by the Core
Services Manager
➢ Ensure remedial and developmental issues are identified and acted on to develop
individuals, improve the quality of advice, and ensure clients do not suffer detriment
due to poor or inadequate advice.
➢ Keep technical knowledge up to date and provide technical support to advisers and /
or caseworkers.
➢ Ensure effective involvement of staff (paid and volunteer) in gathering research and
campaigns evidence
➢ Keep up to date with research and campaigns issues and contribute to research and
campaigns work including drafting plans and identifying priorities for campaigns and
development.
➢ Assist the Core Services Manager and Team Leader to incorporate into advice
sessions any requirements of newly acquired projects
➢ Undertake reasonably requested ad hoc exercises from time to time

Staff management

➢ Create a positive working environment in which equality and diversity are wellmanaged, dignity at work is upheld and staff can do their best.
➢ Participate in recruitment and selection activities as delegated.
➢ Participate in the induction of new staff as delegated.
➢ Ensure the effective performance management and development of staff through
regular supervision sessions, the appraisal process and learning and development.
➢ Encourage good teamwork and lines of communication between all members of
staff.
➢ Participate in meetings as delegated/requested.

Manage and oversee practicalities of the advice session by:

➢ checking on resources available (e.g. rooms, information, working computers, leaflets)
➢ ensuring resources are available given the expected number of clients
➢ checking that all cases are written up and follow-up action identified and logged
➢ checking referrals and advice follow-up work

Deal with any problems such as:

➢ disturbances, aggressive/violent clients
➢ emergency procedures (e.g. fire, accident, any safety concerns from bureau workers)

Person specification

➢ Ability to commit to, and work within, the aims, principles and policies of the Citizens
Advice service.
➢ A good, up to date understanding of equality and diversity and its application to the
provision of advice, and the supervision and development of staff.
➢ Proven ability to give and receive feedback objectively and sensitively and a
willingness to challenge constructively.
➢ Ability to monitor and maintain own standards
➢ Ability to communicate effectively verbally and in writing.
➢ Demonstrable understanding of the issues affecting society and their implications
for clients and service provision.
➢ Demonstrable understanding of the issues involved in interviewing clients.
➢ Proven ability to manage / supervise others, including ability to recruit, develop and
motivate staff.
➢ Proven ability to monitor and maintain service delivery against agreed targets.
➢ Proven ability to develop individuals or groups by providing support, guidance,
tutoring and / or training.
➢ Proven ability to supervise and monitor advice work and to maintain casework
systems and procedures.
➢ Ability to prioritise own work and the work of others, meet deadlines and manage
workload in a busy environment.
➢ Ability to use IT systems and packages, and electronic resources in the provision of
advice and the preparation of reports and submissions.
➢ Ability to monitor and maintain recording systems and procedures.
➢ Ability to research, analyse and interpret complex information.
➢ A commitment to continuous professional development.
➢ Ability to manage multi-channel advice sessions.

Applying for this post

To apply for this post, please complete our application form, which can be found on our
website by clicking on Apply Now.  Completed application forms should then be emailed to
via the email address to the right of this advert. Please note that due to the urgency of making this appointment we have not stipulated a closing date and applications will be dealt with upon receipt.

In accordance with Citizens Advice national policy we may require the successful candidate
to be screened by the DBS. However, a criminal record will not necessarily be a bar to your
being able to take up the job.

Salary: £26,200 - £28,200pa

Hours Per Week: 15

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