Vacancy at Citizens Advice Cornwall
Head of Operations
Salary £ £38,000 - £48,000
Camborne, Truro, or Liskeard
Details
Working closely with and deputising for the CEO, your role will be to ensure effective and efficient delivery of operational activity throughout the organisation whilst maintaining quality and regulatory standards. You will play a key role in strategic development and planning of service delivery, representing and being responsible for the advice and service delivery functions of our organisation at a strategic level both internally and with external stakeholders.
As a senior representative of Citizens Advice Cornwall your role will involve building and maintaining external partnerships that reflect the values and standards that make the organisation a trusted source for our clients. Having a hands-on approach to project management you will foster positive working relationships with internal departments and external operational partners.
You will oversee the delivery, monitoring and evaluation of a variety of projects, including our core advice service, as well as the development of new projects from a wide range of locations across the county. You will provide support to ensure that the individual projects are meeting their key performance indicators and quality standards as advised by funders. You will compile reports on activities and impact as well as complete any required claims to funders at regular intervals.
You will play a pivotal role in formulating strategy, improving performance and ensuring the team are well trained and resourced to deliver value for our clients. You will be expected to work with the leadership team to increase and oversee the consistent high quality of customer interactions, implement best practice whilst maintaining Citizens Advice Cornwall’s good reputation.
You will be responsible for monitoring and managing risk within the organisation and raising awareness of new and developing areas of concern. You will oversee Health & Safety across sites and activities and play an active role in ensuring our personnel are effectively working within Safeguarding principles, practices and policies.
You will be expected to deputise for the Chief Executive Officer in their absence.
- Knowledge and current experience in organisational effectiveness and operations management.
- Knowledge and current experience in process and service design.
- Demonstrable knowledge and experience of project management leadership, principles, and practices.
- Demonstrable ability as an adaptable and effective communicator, delivering and accepting information at a variety of people levels (verbal, written, presentation).
- Proven ability to analyse, understand, explain, and make decisions based on complex information.
- Demonstrable knowledge of finance and accounting principles and practices.
- Fully conversant with Microsoft Office Suite including excel, word, outlook, PowerPoint and Teams.
- Well developed planning and organisational skills, with the ability to manage and prioritise own workloads and the demands of your team to deliver on deadlines.
- Proven ability to create a positive working environment (volunteers and paid staff) in which equality and diversity are professionally managed, dignity at work is upheld and staff are empowered and motivated to do their best.
- Experience of managing people issues such as absence management, disciplinary and grievance management, annual reviews, supervisions, goal setting.
- Proven ability to monitor and maintain casework systems and procedures, service delivery against agreed targets and analyse and interpret complex information produce and present reports verbally and in writing.
- The ability to commit to and work within the aims, principles and policies of the Citizens Advice service and the vision of Citizens Advice Cornwall
- Confident, negotiation, persuasion, and active listening skills.
- Adaptable, flexible, and coaching management style.
- Commitment to reflective performance and continuing professional development
- Willingness and ability to undertake regular travel and work across Cornwall
- An in date National Examination Board in Occupational Safety and Health (NEBOSH) certificate or Institution of Occupation Safety and Health (IOSH) certificate (or equivalent qualification/experience).
- Degree level education in management/commerce etc. (or equivalent qualification/experience).
- Understanding of the voluntary and community sector and the challenges and opportunities facing the sector
- An ability to help build a collaborative ‘one-team’ culture whereby staff and volunteers, as far as possible, contribute their skills, experience and time flexibly across our service to meet the needs of our clients and colleagues. Therefore, a flexible approach to working and planning would be desirable.
In accordance with our local policy the successful candidate will be screened by the DBS. However, a criminal record will not necessarily be a bar to your being able to take up the job.
Benefits
We offer:
-37 Hours per week (Full-time)
-Salary: FTE £38,000 - £48,000 (Band F) per annum, pro rata for part-time work
-Permanent contract
-Your main work base will be at one of our offices with requirements to travel to meetings or other offices/locations. Some of the work can be home-based.
-An opportunity to work for a well-respected local charity
-Being part of a team focused on client needs
-Access to mental health and wellbeing support
-25 days Annual Leave, plus 8 Bank Holidays (pro rata for part-time working)
-Additional time-off over the organisation’s Christmas Closure period (determined each year by the Trustee Board)
-Opportunity to accumulate additional holiday for length of service
-Access to Enhanced Sick Pay, subject to contract terms.
-Continuous Professional Development
-Access to an Employee Assistance Programme to support physical and mental health & wellbeing
-Access to contributory pension scheme
Attached documents
Vacancy at Citizens Advice Cornwall
Generalist Adviser
Salary £ 24,500 - £29,500 (Band C)
Cornwall
Details
Citizens Advice Cornwall are looking for new Generalist Advisers. Our Generalist Advisers are the bedrock of our work — talking to people about their problems, helping them find a way forward, and supporting them to make informed decisions about their future. In this role, you will work with on projects and support our Core Serve as required. Working as an adviser provides a wide range of valuable skills and offers the satisfaction of helping a diverse cross-section of society with a broad variety of issues.
This role has the potential for further development and progression, and following the successful completion of training, there may be the opportunity to take on additional line management responsibilities for a team of volunteers. Should these responsibilities be undertaken, a review process will be carried out to clearly outline activities and support required, and this will be appropriately renumerated to reflect the additional duties. As such, previous experience or skills in line management will be assessed as a desirable criterion during the interview process.
- Experience of working with people in a supportive role and managing complex needs of customers/clients.
- Proven experience of exploring, researching and tailoring advice and support for clients. An ability to sift through information and extract the relevant parts.
- Demonstrable ability as an adaptable and effective communicator, delivering and accepting information at a variety of people levels (verbal, written, presentation)
- Well-developed interpersonal skills and the ability to build successful partnerships.
- Ability to systematically manage a varied workload, meeting deadlines, targets and managing a full caseload.
- Proven ability to prioritise effectively, to multi-task, adapt and cope well under pressure
- Able to demonstrate resilience of emotional robustness when dealing with difficult and sensitive issues.
- Proven ability to create a positive working environment in which equality and diversity are well managed, dignity at work is upheld and staff are empowered and motivated to do their best.
- Ability to use IT packages and systems/software, including Microsoft Word (Word, Excel, Powerpoint) or similar, planning or database packages and the ability to use email and maintain an electronic diary. Experience with Citizens Advice systems (Casebook, Advisernet, Adviceline) is useful but not essential.
- Willingness to work as part of a team or alone; able to work on own initiative.
- Commitment to reflective performance and continuing professional development.
- The ability to commit to and work within the aims, principles and policies of the Citizens Advice service and the vision of Citizens Advice Cornwall.
- Ability and willingness to travel and work across Cornwall.
- Knowledge and recent experience of providing Generalist Advice/casework to clients.
- Current experience of effectively managing a team.
- Experience of working in the charitable/third sector and/or working with groups of volunteers.
- An ability to help build a collaborative ‘one-team’ culture whereby staff and volunteers, as far as possible, contribute their skills, experience and time flexibly across our service to meet the needs of our clients and colleagues. Therefore, a flexible approach to working and planning would be desirable.
In accordance with our local policy the successful candidate will be screened by the DBS. However, a criminal record will not necessarily be a bar to your being able to take up the job.
Benefits
We offer:
-37 hours per week
-Salary: FTE £24,500 - £29,500 (Band C) per annum (dependent on experience and qualifications), pro rata for part-time work.
-Permanent.
-Base locations to be confirmed but frequent work at other locations/offices across Cornwall will be required to perform the role.
-An opportunity to work for a well-respected local charity.
-Being part of a team focused on client needs.
-Access to mental health and wellbeing support.
-25 days Annual Leave, plus 8 Bank Holidays (pro rata for part-time working).
-Additional time-off over the organisation’s Christmas Closure period (determined each year by the Trustee Board).
-Opportunity to accumulate additional holiday for length of service.
-Access to Enhanced Sick Pay, subject to contract terms.
-Continuous Professional Development.
-Access to an Employee Assistance Programme to support physical and mental health & wellbeing.
-Access to contributory pension scheme.
Attached documents