Advice Services Manager
We have an exciting 18hr/week opportunity to join our community-minded team as our Advice Services Manager and take responsibility for overseeing the quality delivery of advice services on a day to day basis.
Paddock Wood Community Advice Centre is a small, vibrant independent charity offering free, confidential and impartial advice to people living in and around Paddock Wood near Tunbridge Wells. All our advisers are volunteers. We offer advice on a wide range of issues including welfare benefits, consumer matters, debt and money, employment, family (children, domestic abuse and relationship breakdown) and housing. In addition, our specialist debt, housing and welfare rights caseworkers help clients manage their finances when things become overwhelming, advise about possession proceedings or represent clients at first-tier tribunal to challenge Department of Work and Pensions’ decisions.
We believe face to face is the most effective medium for advice and the one which is especially important to vulnerable people: our offices are open to clients Monday to Friday, from 9.30am to 1.30pm. We also offer advice via email and phone/video calls. We aim to ensure that our clients leave our offices feeling empowered and aware of all options available to them.
We hold the Advice Quality Standard, a national quality mark for organisations providing free, independent advice to members of the public.
You will be an excellent people manager, with experience of motivating, inspiring and leading teams to achieve high quality standards and performance targets. You will be resourceful, highly organised and have a strong attention to detail and use these skills to ensure we deliver a high-quality service which you will improve and adapt as new challenges arise.
You will have strong interpersonal skills and be empathetic and responsive to both our clients’ and our volunteers’ needs. You will be comfortable with producing reports, highly competent in IT systems, quality assessing your team’s work, and identifying how we need to improve our training and effectiveness.
You will be able to prioritise your workload well, communicate clearly and effectively, work collaboratively with the other staff and volunteers and ensure our policies and procedures are implemented consistently.
You will have proven experience and ability of managing an advice team.
About the role
The Advice Services Manager will oversee PWCAC’s daily delivery of diagnostic and generalist/specialist advice services. As the main point of contact for volunteers as they provide advice to clients, the Advice Services Manager will guide them through the advice process and in the use of information resources and other research, to ensure that clients’ problems are effectively diagnosed, that the advice given is sound, and that actions are followed up appropriately. The Advice Services Manager will undertake quality checks of client case records following the Advice Quality Assessment guidelines, in line with our biennial audit and our own Policies and Procedures Manual.
In addition, they will ensure sessions are appropriately staffed and resourced. They will be responsible for the diary appointments for clients. They will abide by health and safety guidelines and share responsibility for own safety and that of volunteers. They will ensure that all Policies and Procedures are adhered to by the volunteer advisers. They will refer clients beyond the organisation, especially when safeguarding concerns are identified.
They will participate in the induction training of new volunteers. They will identify learning and development needs to meet quality standards, as set out in PWCAC’s training policy, and book appropriate external training courses for the volunteers. They will keep up to date with their own training requirements.
They will deliver high standards of client satisfaction, collecting and analysing feedback annually to inform service improvements. They will ensure Complaints are dealt with according to Policy and escalated where appropriate.
They will be responsible for opening and closing the office on three days per week (the particular days to be negotiated) and will collaborate with the volunteer Advice Service Manager who covers the other 2 days a week to deliver a seamless service to clients.
The Advice Services Manager will report to the Operations Manager who has responsibility for the day to day running of the charity’s administration and fundraising. They will attend Trustee Meetings which are held locally in the evening (circa 6 per annum), and deliver an Advice Service Manager’s Report which gives key data and commentary on the services provided.
Diversity and Inclusion
Our service is open to all members of our community without discrimination and we likewise recognise the importance of diversity in our staff and volunteer body, so we encourage and welcome applications from candidates from all backgrounds, including those with lived experience of the issues which we advise upon.
If you need us to adapt our application process to accommodate your needs, please let us know. We will also meet any reasonable adjustment requests.
Interviews are planned for the week commencing 20th June. Please note that part of the assessment process will include spending a morning at the Advice Centre.
If you would like to discuss the opportunity or learn more about us in advance of applying we would be very happy to hear from you, and you would be welcome to visit us in Paddock Wood during opening hours. Please email or phone our office.