Purpose of Role
Our client-facing advice services are delivered through a tiered model, with each tier reflecting the level of complexity and expertise required to support clients effectively. This role manages Tier 1, 2 and 3 services.
Tier 1 – Information, Guidance & Signposting
Tier 2 – Generalist Advice & Casework
Tier 3 – Specialist Advice & Complex Casework
As a Service Manager you will be accountable for the operation and development of a high quality, integrated generalist advice service supporting a wide range of issues including benefits, debt, housing, employment, relationships and family, immigration, discrimination and community care.
You will lead the day-to-day operations of a high-demand welfare benefits service, working with the Head of Services and wider management team to deliver services that meet quality standards and funder priorities. You will communicate organisational and service aims to staff and volunteers. You will build productive and credible relationships with funders and local stakeholders, positioning our organisation as a partner of choice. You will participate in developing new initiatives and identifying funding opportunities to promote sustainable services.
Main Duties and Responsibilities
Service Delivery & Quality
- Be accountable for high quality performance of the service and team to meet KPIs in line with internal policies
- Oversee day-to-day operations of the welfare benefits service through supervisors and advisors (staff and volunteers)
- Uphold our Quality Performance Framework and ensure compliance with Citizens Advice requirements
- Review and update the service operational plan with SMART goals to deliver objectives
- Monitor service performance through data analysis and customer feedback
- Proactively seek guidance and support if targets are not being met
- Provide technical support and cover for supervisors and Project Manager where necessary
- Ensure effective case management, with timely client contact and follow-up
- Oversee and monitor effective administrative systems that promote information sharing
Leadership & Strategic Contribution
- Active member of the management team, contributing to strategic direction and long-term business planning
- Provide leadership and guidance to your team, coaching and empowering individuals to thrive
- Role model exemplary leadership qualities by living our values and practising excellent self-awareness
- Contribute to the strategic development of the service and organisation
- Maintain your own professional development and training needs
People Management
- Create a positive working environment where equality and diversity are well-managed, dignity at work is upheld, and people can perform to their best
- Provide / monitor regular high quality supervision, coaching and guidance to your team
- Use goal setting and coaching techniques to set clear expectations and support people to reach their potential
- Responsible for workforce planning including recruitment / promotion, staff/volunteer rotas, leave, technical development and training
- Work closely with HR and Training teams to promote clear communication and an outstanding employee / volunteer experience
- Seek proactive guidance from Head of Services/HR/Payroll to ensure people policies and procedures are followed
- Implement employment policies and procedures in accordance with statutory and organisational requirements
- Manage performance issues sensitively and effectively, taking appropriate action
Collaboration & Partnership Working
- Work closely with and support other service managers to promote a seamless client journey and supportive experience
- Provide mutual cover during absences or times of need
- Build nurturing, productive and mutually beneficial partnerships with funders and external stakeholders
- Work closely with Head of Services to seek guidance, share best practice and update on service performance
- Work in partnership with statutory and non-statutory agencies to facilitate service development and delivery
Reporting & Influencing
- Responsible for internal reporting to the Head of Services on staffing and service delivery issues
- Meet funder reporting expectations and deadlines with accurate, evidenced data
- Contribute to Research and Campaign activities locally and nationally
- Identify emerging local trends and provide information for reports and campaigns
- Monitor advice trends and react accordingly in terms of service delivery
- Prepare case studies and statistical information as required
Financial Management
- Oversee maintenance of financial records and disbursement of petty cash in line with organisational financial policies
- Contribute to decisions on allocation of resources
- Work within specified budgets where appropriate
Health & Safety and Safeguarding
- Conduct service risk management and ensure compliance with health and safety policies
- Liaise with Head of Services on safeguarding issues before decisions are made
- Ensure policies and procedures are followed, especially regarding adult and child safeguarding
- Ensure staff, volunteers and clients have access to appropriately trained first aiders
Administration
- Represent the organisation at meetings with Citizens Advice and other stakeholders as appropriate
- Complete monthly payroll information and management reports on time
- Ensure all sickness and performance information is uploaded to systems promptly
- Make key decisions about service delivery including annual leave requests
- Maintain personnel files in accordance with organisational guidelines
- Ensure IT information assurance and data protection training is completed annually
Other Duties and Responsibilities
- Share our commitment to the aims, principles and values of the advice service.
- Prepare for and participate in regular one to one supervision and team meetings.
- Take on any other tasks within the scope of your role that support the effective delivery and development of the service.
- Look after yourself and your colleagues by following our health and safety guidelines.