Indicative Advice Session Supervisor

Criteria

Essential / Desirable

Measured by

1

Committed to the aims, principles, and values of Citizens Advice LeicesterShire.

Essential

A

2

Able to travel to locations across Leicestershire.

Essential

A

3

Respectful and open to views, values and cultures different from your own.

Essential

A

4

Excellent communication skills, written and verbal, across a range of methods including face to face, telephone, digital platforms, and email.

Essential

A, I

5

Excellent IT skills across a range of applications, particularly Google Workspace and case management systems.

Essential

A, T

6

An understanding of confidentiality and data protection responsibilities, including safe handling of sensitive personal information in line with GDPR. 

Essential

A

7

Able to work with and interpret numerical and statistical information, including percentages, to monitor performance and report on targets. 

Essential

A, T

8

Experience of delivering advice formally or working in a client-facing or customer-facing role.

Essential

A

9

Completed assessor, adviser, and/or supervisor training already.

Desirable

A

10

Understanding of the issues involved in supporting and interviewing vulnerable clients 

Essential

I

11

Able to manage staffing and resourcing to ensure advice and assessment sessions meet client needs and funder targets.

Essential

I

12

Able to plan and prioritise own workload, meeting deadlines and targets.

Essential

I

13

A willingness to learn and develop, including completing assessor training, advisor training, supervisor training, MaPS accredited training, any other required training, and ongoing CPD requirements.

Essential

I

14

Able to build strong working relationships and rapport with team members, using this to motivate, direct, and identify where individuals need support or development.

Essential

I

15

Able to engage with clients in a warm, non-judgmental way, including those who are in distress or vulnerable circumstances.

Essential

I

16

Able to listen carefully, extract key information, and identify priority or time-sensitive issues - including reviewing casework and advice given by others. 

Essential

I, T

17

Able to maintain clear, accurate, and timely records of work carried out with or on behalf of clients. 

Essential

I, T

18

Able to give and receive feedback in a professional manner, and challenge constructively where appropriate.

Essential

I, T

19

Able to work well as part of a team, with a flexible, self-motivated approach and the ability to work independently when needed.

Essential

I

20

Able to identify practical solutions to problems, including recognising risk in advice, processes, or team practice, and taking appropriate action to address it.  

Essential

I

21

Able to manage emotionally demanding work, sustain performance under pressure with appropriate support and maintain your own wellbeing over time. 

Essential

I

22

An awareness of safeguarding responsibilities, with the ability to recognise, respond to and report concerns appropriately. 

Essential

I

23

Experience of checking case files against a benchmarked performance and quality framework, such as AQS. 

Desirable

I

24

An understanding of the distinction between generalist money guidance and FCA regulated debt advice.

Desirable

I