JOB TITLEOperations Manager

RESPONSIBLE TO: CEO

RESPONSIBLE FOR: Advice Session Supervisor, all operational staff and volunteers

DURATION: Support the provision of high quality advice and information services across Hammersmith and Fulham CAB service.

SALARY AND SCALE:

LOCATION:Across Citizens Advice Hammersmith and Fulham Sites

Context of role/ purpose

The key purpose of this role will be working innovatively to deliver all advice services across Citizens Advice Hammersmith and Fulham (CAHF), ensuring that both current and potential client advice needs are effectively met and Quality of advice maintained.

  1. Delivery of information and Advice provision through all channels of access (face to face, telephone, web and email) across the service
  1. Ensure appropriate level of supervisory and volunteer resources are maintained to deliver defined services
  1. Monitor and support Advice Session Supervisor (ASS)to develop volunteers through the CertificateProgramme to increase CAHF advice and information giving capacity
  1. Play a key role in improving working practices across CAHF to deliver Quality standards against agreed targets
  1. Line manage the ASS team and other designated staff

Key Work experience

Significant recent and on going experience of

  1. Managing teams of volunteer and paid staff at advisory level to deliver against set targets and quality of advice standards
  1. Advising clients and carrying out casework in varied enquiry areas
  1. Operating competently and effectively at a senior advice level.

Key Work Areas and Tasks

Service delivery

Ensure service delivery cover from available paid and volunteer staff across the organisation

Producing monthly appointment rota for volunteer and paid adviser delivery at CAHF sites

Accountable for performance of advice delivery against key targets and service level agreement.

Supervise the work of designated staff to ensure that standards meet Citizens Advice requirements

Substantial experience of supervising and supporting advice delivery

Monitor the quality of supervision and advice given to clients during advice sessions

Monitor and oversee the quality of work from case records

Maintain standards of service delivery

Ensure that appropriate systems are maintained for case recording, statistics, follow up work and quality control

Undertake advice work in emergency situations only

Ensure that all relevant policies and procedures are followed during the advice session

Ensure that potential social policy issues are identified and recorded appropriately

Produce Management information and Reports

Monitor service provision to ensure that it meets agreed/stated targets

Carry out any other tasks which may be within the scope of the post to ensure the effective delivery and development of the service

Undertake Quality of Advice Assessment (QAA) in accordance with Citizens Advice framework.

Quality

Maintain and develop in conjunction with the Head of Service Development, the standards of service delivery

Support the strategic development of CAHF advice services by implementing new casework systems

Develop with Head of People and implement pro-active Research & Campaigns strategy

Participate and attend external Advice Forum to actively promote CAHF role as a key contributor to the development and improvement of local advice services within

LB Hammersmith and Fulham

Monitor induction and delivery of advice by Volunteers advisers

Provide respond to client complaints in line with Citizens Advice guidance

Produce monthly & Quarterly quality assessment reports identifying core performance issues

Ensure Advice Session Supervisor are undertaking QAA in timely manner to aid progress of volunteer development.

Ensure QAA results are used by Advice Session Supervisors to provide effective, timely, documented feedback to volunteers and paid advisers

People Management

Work with teams and individuals to crate a culture of positive ownership of the delivery, accountability and teamwork to achieve the very best for clients within the resources available

Attend regular meetings of the bureau management and support team

Attend regular meeting of paid staff and volunteers

Supervise designated staff via the provision of monthly support and review. Identification of training and development needs and annual appraisals.

Be accountable for the performance of designated staff

Create a positive working environment in which equality and diversity are well-managed, dignity at work is upheld and staff can do their best

Take accountability for the performance of gateway and generalist adviser to key service delivery and quality standards

Ensure the effective performance management and development of designated staff through regular supervisions sessions, the appraisal process and the organisation of individual learning and development plan

Participate in the recruitment and selection process for volunteers and paid staff

Ensure procedures for the management and supervisor of volunteers and paid staff are adhered to by designated staff.

ICT

Provide support to volunteers and staff in use of ICT systems including call centre delivery

Working with the Head of Service Development to implement new IT system(s),

Supporting staff in the use of case management system(s)

Liaise with ICT support to report problems

Keep abreast of CAHF Disaster Recovery procedure

Collate data

Research and Campaign

Work with Head of People to embed campaigns strategy within gateway service deliver

Instigate systems and procedures to maximise impact of Campaign work

Promote Campaigns work locally and through the media

Monitor service provision to help ensure that it reaches the widest possible client group

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Attend local advice forums

Administration

Maintain and monitor effective and efficient administrative systems

Take responsibility for the investigation and resolution of client complaints

Keep the Head of Service Development updated on complaint investigation and resolution.

Ensure that Citizens Advice policies and procedure relating to client complaints is followed to process the complaint.

Oversee Rights Guide Team to ensure effective reception information services and administrative support across the organisation

Supporting staff and volunteers with basis IT issues

Training and development

Keep informed and up to date with new legislation and any changes

Identify and implement own training and development needs

Participate actively in training

Identify the training needs of designated staff through support and supervisor

Monitor ASS assistance to trainees through self-learning modules and review progress regularly

Assist with the maintaining of individual Records of Learning to progress volunteers through the Certificate Programme

Public relations

Assist Senior Management Team in promoting the work of the Citizens Advice service both locally and nationally.

Develop links with relevant statutory and non-statutory agencies

Develop links with relevant advice giving providing within LB Hammersmith and Fulham

Promote the work of the Citizens Advice service both locally and nationally.

Duties required of all salaried employees of CAHF

-Uphold the aims and principles of the Citizens Advice service and its Equal Opportunities, Diversity and Dignitary at work principles.

-Use IT for statistical recording, record keeping and document production

-Exercise Discretion in the handling of all sensitive data in accordance with the bureau information assurance procedures and policies

-Carry out administrative tasks related to the role such as photocopying

-Participate fully in the life of the organisation, attending workers’ meetings, internal planning events etc. as agreed with line manager

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

-Carry out any other appropriate tasks requested by the line manager, to ensure the effective delivery and development of the service, subject to any reasonable adjustment under the Disability Discrimination Act.

MAY 2016