Citizens Advice Lindsey
Vacancy
Debt Call Centre – Technical Supervisor
Salary: Salary negotiable dependent on experience Circa £25,298 – £26,952
Full time – 37.5 hrs Weekday as well as evening and Saturday morning shifts
Contract term: Permanent
Main base: Lincoln
Start Date: 3rd Jan 2023
Benefits include:
Pension: Nest Workplace Pension Scheme
Annual leave: 33 days paid holiday per year including bank holidays
Sick pay: Contractual
Hybrid working available
Citizens Advice
Citizens Advice Lindsey offers free confidential, impartial advice. We give people the knowledge and the confidence they need to find their way forward – whoever they are, and whatever their problem. We help with everything from money issues to problems at work, housing to consumer rights.
Role Responsibilities
We are looking for fully competent Debt Technical Supervisor to join our new National Call Centre. The successful candidate will manage and support a team of debt advisers and support staff. The successful candidate will be supporting Debt Advisers in their roles and ensure that the advice provided to Clients is accurate, effective and tailored to individual’s circumstances.
The successful candidate will need to have 2 years experience of giving debt advice and a good working knowledge of money and debt advice to meet the Financial Conduct Authority , Money Advice and Pensions Service and other standards and achieve high quality outcomes.
The Money and Pension Service have set minimum expectations for achieving and maintaining a high level of debt advice quality, consistency and case recording across the MaPs partnership.
As an organisation we must undertake File Reviews which are comprehensive, evaluative and developmental. These File Reviews will be undertaken by a Technical Supervisor to ensure:
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Best practice in the delivery of debt advice is evident in all cases
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Advisers fully understand the requirements of the FCA and MaPs
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Clients are receiving the best advice for their individual circumstances
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No detriment to clients is undetected and unresolved
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Action is taken to address adviser training and support needs
Citizens Advice Lindsey
Debt Call Centre – Technical Supervisor
Job Description
Role profile:
To ensure that the advice provided to our clients is accurate, effective and tailored to individuals’ circumstances.
To provide excellent line management to Debt Advisors, Debt Support Officers and Trainee Debt Advisers.
Main duties and responsibilities:
Ensure that the advice provided to our clients is accurate, effective and tailored to individuals’ circumstances
This includes:
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Conducting debt-advice interview observations
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Undertaking debt advice file reviews
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Identifying advisers’ soft skill and technical training needs
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Providing constructive feedback, and pastoral support, to advisers
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Providing real-time support to advisers, which will include but is not limited to, providing guidance in complex matters and provide advisers with sources of information
Working to an agreed service plan, meeting targets and milestones
Working collaboratively to share good practice in performance and quality improvement and to progress key priority areas of work
Escalating risks promptly and appropriately, and contributing to wider monitoring and reporting requirements
Providing excellent line management to a small team made up of Trainee Debt Advisers, Debt Advisers and Debt Support Officers.
This includes:
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Supporting team members to achieve both their individual and team KPIs
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Ensuring team members have good awareness and understanding of quality and service delivery requirements
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Providing coaching and performance feedback to team members
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Identifying and providing training opportunities and supporting team members with continuing professional development
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Providing reports on productivity and other performance indicators to Citizens Advice Lindsey management team as required
Other: This includes but is not limited to:
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Prioritise and manage own workload
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Be an active member of the team
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Identifying opportunities for own development
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Compliance with Citizens Advice Lindsey policies and procedures, including health and safety
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Demonstrate financial efficiency and value for money throughout work
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Ensure that all services comply with equal opportunities and other relevant policies and quality standards and good practice
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Undertake additional tasks relevant to the service as defined by Citizens Advice Lindsey.
Person Specification:
Essential attributes and behaviours:
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A minimum of two years’ full time (2,220 hours) or equivalent part-time experience of delivering debt advice to caseworker level
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Working towards or completed appropriate accredited supervision training
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Experience of monitoring and managing performance and conducting independent file reviews
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Ability to give constructive feedback to support caseworkers to achieve the quality expected in the MaPS standards
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Strong verbal and written communications skills
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Ability to work under pressure on a number of competing tasks and meet deadlines
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High standard of numeracy and computer skills with an ability to understand and analyse complex numerical information
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Commitment to working flexibly when required , including evenings and weekends
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Understanding of and commitment to Citizens Advice Lindsey values and equal opportunities policies
Desirable knowledge and experience:
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Hold a valid Certificate in Money Advice Practice (CertMAP) from the Institute of Money Advisors
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Previous line management experience
Please apply with CV and covering letter using the following link:
https://uk.indeed.com/viewjob?t=call+centre+debt+technical+supervisor&jk=41d0f2077eea0e5b&_ga=2.244114757.1502710481.1667914743-1696267447.1667914743
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