Help To Claim Advice Session Supervisor (with phone calls/webchat element)
Circa £23,500 pa (negotiable)
Full-time, 37 hours per week (Monday to Friday)
Fixed term contract to March 2022
Responsible to Head of Advice Service
Location: Northampton and Home Based (when necessary)
About the role
Citizens Advice Central and East Northamptonshire delivers help to claim (universal credit) advice services to residents across Northamptonshire, England and Wales. We have offices for face to face advice in Wellingborough and Northampton.
As a help to claim advice session supervisor you will be supervising the help to claim advice process and advisers, managing your own phone calls and web chats with clients and mixing with a team of volunteers to deliver quality services and advice to clients of Central and East Northamptonshire and residents from England and Wales who contact us by phone and webchat.
You will have support from the Head of Advice Services as well as being a part of a large team, including fellow advice session supervisors, working towards providing the best quality service and outcomes to our clients.
We are looking for help to claim advice session supervisor with good IT skills, help to claim experience to give guidance, help and support including coaching to staff and volunteers with the ability to make quick decisions and ensure that correct advice is being given at all times.
You will be working and have a commitment to the aims and principles of the Citizens Advice Service.
You’ll have the ability to quality assure (QAA) other people's work, to DIP CHECK a help to claim file and provide feedback in a constructive manner and challenge any behaviours that are contrary to our equality policies and principles.
The role will include partnership working and building relationships with third parties to get the best outcomes for our clients.
Closing date: 2nd August 2021
We particularly welcome applications from disabled and Black, Asian and Minority Ethnic (BAME) candidates.
We make a positive commitment to employing disabled people and guarantee to interview all disabled candidates who meet the essential criteria for the role as set out in role profiles.