Team Manager – Works for Us

Citizens Advice Milton Keynes
Job Description

Job Title
Location

Responsible to
Starting Salary
Hours
Working Days
Pension
Holiday Entitlement
Other Information

Team Manager – Works for Us
Based at Acorn House, Central Milton Keynes and various locations across
Milton Keynes as required
Director
£21,000 Actual - £27,000 FTE (4 days p/w)
28 hours per week
Monday - Friday
After 3 months service
4 weeks, rising to 5 weeks after 5 years service
Travel expenses @ 45p per mile, or the public transport fare for travel on
Bureau business

This job description is a guide to the work that you will initially be required to undertake.  It may be
altered from time to time to meet changing circumstances.

Main Purpose of the Post:

•  To support the Director, Head of Service and Trustee Board to manage delivery of Citizens Advice

Milton Keynes’ Works for Us service in accordance with the Strategic Business Plan

•  Lead and manage, on a day-to-day basis, our team of Caseworkers and Information, Advice and
Guidance Workers (IAG Workers) to ensure efficient and effective delivery of a reliable, high
quality, multi-channel service, including the Integrated Support and Advice Partnership (ISAP)

•  To represent and promote the Works for Us service at external events, and act as the
Employability and Employment Champion for Citizens Advice Milton Keynes.

•  Manage fast changing priorities and drive improvements and performance where required.

▪  Evaluate and improve practices to ensure we continue to meet the needs of local people, including

the most vulnerable in society.

Duties and Responsibilities:

Planning and Development

▪  Plan and develop an Annual Course Schedule (ACS) for all workshops, courses, and training
activities that support clients who are looking to improve their existing skills and/or return to
employment.

•

Identify and engage sessional tutors and facilitators to deliver the ACS and liaise with them
regarding funding outcomes and the level of delivery and support required.

•  Determine the type and length of courses and workshops, numbers of attendees, client eligibility,

timescales, tutor rate and whether any reimbursements are permitted for attendees.

▪  Maintain a rolling review and evaluation process of the ACS and monitor and assess the content

of courses and workshops delivered by sessional tutors over the year.

September 2021

Citizens Advice Milton Keynes
Job Description

▪  Maintain a client/user feedback process in relation to the above and produce quarterly reports that

reflect levels of engagement, satisfaction, and progress.

▪  Produce and review any course publicity and marketing materials in line with Citizens Advice

brand guidelines prior to distribution.

▪  Organise and manage the appointment system for Caseworkers and IAG Workers, ensuring that
delivery of one-to-one support is achieved via a mixture of channels as set out in the Citizens
Advice Milton Keynes’ Strategic Business Plan.

▪  Advise the Director on staffing and service delivery issues relating to ISAP and other projects

delivered by the Works for Us Team.

▪  Advise the Director and Trustees of key outcomes, client feedback and performance data relating
to Works for Us services, to influence the development of the Strategic Business Plan, Learning
and Development Plan, Leadership Self-Assessment and Local Impact Reporting.

▪  Liaise with staff, tutors and facilitators re volunteers needed and skills, times commitment required
and try and match with volunteers available or seek new volunteers if appropriate and time allows.

▪  Participate in bureau initiatives as appropriate and contribute to the work of associated

committees and working parties.

Service Delivery

▪  Supervise the work of designated staff to ensure that standards meet Citizens Advice and AQS

quality requirements.

▪  Provide technical support and act as ‘consultant’ to staff and volunteers undertaking advice and

guidance work, as necessary.

▪  Ensure service delivery against project KPIs and maintain adequate cover from available staff,

volunteers, and Tutors.

▪  Monitor the quality of advice given to clients by Caseworkers and IAG Workers and maintain and

develop standards of service delivery for all staff and volunteers.

▪  Research, identify and respond to advice and guidance needs, in particular the needs of
identified disadvantaged groups and different geographical and demographical areas.

▪  Ensure that appropriate systems are developed and maintained for case recording, statistics,

follow up work and quality control.

▪  Undertake advice or sessional work as and when required.

▪  Assist and advise the Works for Us staff and volunteers on compliance with the Citizens Advice

Membership Scheme and all other advice service audit requirements.

▪  Direct and assist in the implementation of IT and other resource strategies within Citizens Advice

guidelines.

September 2021

Citizens Advice Milton Keynes
Job Description

Financial Management

▪  Contribute to decisions on allocation of resources.

Staff Management

▪  Organise, attend and chair (if relevant) regular meetings of the Works for Us team.

▪  Organise, attend and chair (if relevant) meetings of the wider Citizens Advice team.

▪  Line-manage staff through the provision of regular support and supervision, annual appraisals,

and training.

▪  Ensure that the Works for Us service is adequately staffed and resourced.

▪

In accordance with Citizens Advice office manual, assist the Director in implementing employment
policies and procedures.

▪  Co-ordinate activities, procedures, and systems to promote common policies and/or practices

within the appropriate service delivery area.

▪  Encourage good teamwork and lines of communication between all members of staff.

▪  Participate in the recruitment and selection process of staff for the Works for Us Team by

contributing to briefing sessions and interviewing potential recruits.

▪  Work with Training and Recruitment Supervisor to ensure that any new recruits – both voluntary

and paid staff - are successfully inducted and receive the appropriate mandatory training.

Administration

▪  Monitor effective and efficient administrative systems.

▪  Monitor and implement an effective health and safety policy with regard to staff, equipment and

premises within statutory requirements.

▪  Maintain complaints procedures in accordance with Citizens Advice guidelines.

Training and Development

▪

▪

Identify and implement own training and development needs.

Identify the training needs of staff through support and supervision and contribute towards the
organisation’s training and development plan.

Public Relations

▪  Promote the work of Citizens Advice Milton Keynes and its Works for Us service locally.

▪  Represent Citizens Advice and its Works for Us service at other statutory, voluntary, and

commercial forums, professional bodies, and institutions.

September 2021

Citizens Advice Milton Keynes
Job Description

▪  Act as main point of contact between Citizens Advice Milton Keynes, Works for Us and key

funders.

▪  Maintain contacts with local and regional media to ensure effective promotion of the Works for Us

service in line with the Citizens Advice Milton Keynes Communications Plan.

Other Duties and Responsibilities

▪  Support agreed local and national research and campaigns.

▪  Act as an authorised signatory in line with banking and payments procedure.

▪  Promote the aims, policies, and membership requirements of the Citizens Advice service.

▪  Carry out any other tasks that may be within the scope of the post to ensure the effective delivery

and development of the service.

▪  Abide by health and safety guidelines and share responsibility for own safety and that of

colleagues.

▪  Attend meetings of the Trustee Board as required.

September 2021