Training, Volunteering, and Systems Manager

Milton Keynes Citizens Advice Bureau
Job Description

Role:

Reports to:

Location:

Training, Volunteering, and Systems Manager

Director

Acorn House
361 Midsummer Boulevard
Central Milton Keynes
MK9 3HP

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.

Overview:
This job description outlines the primary responsibilities and expectations for the Training,
Volunteering, and Systems Manager. This position is part of our Senior Management Team (SMT)
and may be altered over time to meet changing circumstances and organisational priorities. The
postholder will assume responsibility for the core elements of our volunteering programme across
both Citizens Advice Milton Keynes (CAMK) and Works for Us (WFU). They will also manage core
aspects of our Learning and Development Plan, deliver in-house training, and provide first-line
support to staff, trustees, and volunteers on our major operational systems.

Key Objectives:

•  Coordinate the recruitment and selection programme for all new volunteers applying for roles

in both CAMK and WFU.

•  Manage and deliver the induction and initial training for new volunteers, trustees, and paid

staff.

•  Manage ongoing learning and development processes for existing volunteers, trustees, and

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paid staff.
Formulate and draft CAMK’s annual Learning and Development Plan in conjunction with the
Director and SMT.
Lead and implement the core elements of CAMK’s Learning and Development Plan.

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•  Deliver in-house training as required.
•  Act as the primary liaison between CAMK and its IT contractor.
•  Support and assist staff, trustees, and volunteers with basic IT and systems-related queries.
•  Deliver basic training on our case recording, telephony, email, and video call systems.
•  Evaluate and design new training resources and learning materials as appropriate.

Key Responsibilities:

Management and Supervision

•  Support advisers and assessors through observed interviews, feedback, and regular

performance reviews.

•  Prepare and present internal training sessions as necessary and formulate appropriate

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resources.
Identify and meet the individual training and development needs of new volunteers, staff, and
trustees.

•  Assist trainees with e-learning modules and other study activities, reviewing and evaluating

their progress regularly.

•  Assess the capability of new advisers against Citizens Advice core competencies and liaise

with line managers and supervisors where necessary.

July 2024

Milton Keynes Citizens Advice Bureau
Job Description

•  Using the Skillbook system, ensure the completion and ‘sign-off’ of all mandatory training

activities undertaken by staff, trustees, and volunteers.

•  Keep accurate records of both compulsory and optional training undertaken by staff,

•

trustees, and volunteers, delegating administrative functions as necessary.
Liaise with external bodies and training providers to negotiate appropriate learning activities
for staff, volunteers, and trustees.

Volunteer Management
•  Oversee the welfare, development, and skills assessment of all serving volunteers.
•  Plan and schedule annual appraisals for all serving volunteers.
•  Handle the first stage of all volunteer complaints, disciplinary matters, and grievances in line

with our relevant policies and procedures.

•  Ensure comprehensive volunteer engagement and satisfaction.
•  Complete exit interviews when volunteers leave the organisation.
•  Organise volunteer themed events to mark occasions such as National Volunteers Week or

support external initiatives such as community networking and volunteer fayres.

Support with IT and Systems
•  Assume responsibility for all training related to CAMK’s core IT and telephony systems.
•  Provide initial assistance to staff, trustees, and volunteers with IT-related issues, offering

coaching, resources, and support on all our main systems.

•  Manage and maintain user profiles and control access/permissions related to Casebook and

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other systems.
Liaise with the Citizens Advice Helpdesk and local IT contractor to identify, prioritise, and
resolve all system and service-related issues and faults.

•  Work with the local IT contractor to plan and implement essential work and tasks related to
the maintenance of our major systems and equipment, such as software upgrades and the
installation of new equipment.

•  Develop a good understanding of the Casebook reporting framework.
•  Develop a good understanding of the Skillbook system and each of its administrative

functions.

Learning and Development Plan
•  Work with the rest of the SMT to draft and implement the Learning and Development Plan for

staff, volunteers, and trustees.

•  Continuously evaluate and design new training methods and courses to enhance the overall

learning experience.

•  Record and keep statistical information on volunteer numbers, recruitment sources, learning

outcomes, and productivity.

•  Support line managers and supervisors in delivering appraisals to their teams by sharing

information on learning outcomes achieved and future training-related goals.

Reporting and Research and Campaigns:

•  xx

July 2024

Milton Keynes Citizens Advice Bureau
Job Description

Professional development

•  Upon induction, complete the Citizens Advice General Adviser training programme.
•  Stay up to date with policies and procedures related to all aspects of advice work and

undertake appropriate training.

•  Attend relevant internal and external meetings as agreed with the Director.
•  Prepare for and attend supervision sessions, staff meetings, and management team/board

meetings as appropriate.

Other duties and responsibilities

•  Maintain close liaison with relevant external agencies.
•  Perform any other tasks within the scope of the post to ensure the effective delivery and

development of the service.

•  Demonstrate commitment to the aims and policies of CAMK.
•  Abide by Health and Safety guidelines, sharing responsibility for own safety and that of

colleagues.

Qualifications and Experience

•  Extensive experience in training and development roles.
•  Strong IT skills and the ability to coach others on key systems.
•  Experience in volunteer management, including recruitment, welfare, and disciplinary actions.
•  Ability to draft and implement strategic plans.
•  Excellent communication, negotiation, and interpersonal skills.

July 2024