Advice Centre Manager

Job Description

Advice Centre ManagerNorwich, Norfolk (office-based with the possibility of some hybrid working)About UsNorfolk Citizens Advice is an independent charity, part of the Citizens Advice network, offering free, confidential and impartial advice to anyone in the county and campaigning on big issues that affect peoples lives.Our goal is to help everyone find a way forward, whatever problem they face.We are now looking for an Advice Centre Manager to join our team in Norwich on a full-time, permanent basis, working 37 hours per week.The Benefits- Salary of £27,000 per annum- 20 days’ annual leave plus bank holidays- 4.5% employer pension contribution- Opportunity for flexible working- Employee Assistance Programme- Comprehensive induction and training to become an accredited Adviser- Ongoing support and professional development opportunitiesThis is a brilliant opportunity for an enthusiastic advisory professional with a great leadership style for both staff and volunteers and knowledge of EDI to join our committed organisation.With the cost of living crisis impacting countless people, our services are needed now more than ever. This is your chance to ensure the people of Norfolk are provided with the advice and support they need to tackle any issues they may be facing.Whilst you’re supporting your team and our customers, we’ll be supporting your wellbeing and development. With flexible working options, an Employee Assistance Programme and expert training to help you become an accredited Adviser, we’ll ensure you have everythingyou need to excel, personally and professionally.So, if you want to take the next step in your career and make a truly positive impact to countless lives, then apply today.The RoleAs an Advice Centre Manager, you will manage our digital advice service in Norwich, including the advice line, emails and webchat.Supervising the advice line queue and call flow, you will oversee the webchat when Advisers are talking with clients, supporting them and assisting with research on complex cases.Supporting and managing volunteers and staff, you will assist with recruitment and training as well as providing technical support to Advisers.Additionally, you will:- Manage the advice inbox- Ensure the online channels are GDPR compliant- Monitor the quality of advice provided- Keep the SharePoint Hub site up to dateAbout YouTo be considered as an Advice Centre Manager, you will need:- Experience supporting volunteers and staff- Knowledge of a range of advice issues- Knowledge of equality, diversity and inclusion- The ability to use telephony and IT systems to deliver services- The ability to identify safeguarding concerns- The ability to produce reports and monitor service provision- Sensitive listening and questioning skills- A full, valid driving licence and access to a vehiclePlease note that you will likely be subject to a DBS and Right to Work Check.The closing date for this role is 30th July 2023.Other organisations may call this role Citizens Advice Manager, Advice Centre Team Lead, Welfare Advice Manager, Helpline Manager, or Support Line Manager.Webrecruit and Norfolk Citizens Advice are equal opportunities employers, value diversity and are strongly committed to providing equal employment opportunities for all employees and all applicants for employment. Equal opportunities are the only acceptableway to conduct business and we believe that the more inclusive our environments are, the better our work will be.So, if you’re looking to make your next step a rewarding one as an Advice Centre Manager, please apply via the button shown. This vacancy is being advertised by Webrecruit. The services advertised by Webrecruit are those of an Employment Agency.