Advice Service Manager

Main Purpose of Job

- Deliver all aspects of our advice services via telephone, email/web, in person, and outreach venues.

- Line manage team leads, debt caseworkers, and the energy adviser, supporting them in maintaining high standards of accessible advice services.

- Oversee effective use of volunteer adviser resources across all advice channels.

- Collaborate with the training lead to ensure a sufficient number of well-trained volunteer advisers are available.

- Provide cover for Advice Session Supervisors when needed and offer training on client records and quality standards.

- Design and implement process improvements based on best practices, leading and gaining buy-in from team members.

- Ensure adherence to the Quality of Advice framework and drive the organization towards excellence.

- Maintain debt technical supervision and engage in continuous professional development activities.

- Motivate the team and provide individualized support to meet quality and KPI standards, fostering a culture of continuous workforce development.

- Monitor performance against targets, conducting regular team meetings and formal supervision sessions.

- Create a positive working environment that promotes equality, diversity, and effective teamwork.

- Ensure core contracts are adequately staffed to meet expected standards.