Role Profile
An exciting opportunity has arisen for someone with great interpersonal skills and a thorough knowledge of social welfare advice to join our expanding supervisor team. This could be the perfect opportunity for an experienced adviser to take the next step in their career, and to be part of a dynamic team who think on their feet and are passionate about making a difference in our community.
We are offering flexibility in this role, which could be full-time or a part-time job share for the right candidate(s).
You will be responsible for the supervision, quality and performance of a team of staff and volunteers. This busy and varied role will rely on your ability to bring out the best in the team as well as to ensure the highest quality of advice across our many and varied projects.
About us
Citizens Advice Barnet is a local charity giving free and confidential advice to everyone who lives, works, or studies in Barnet. We are an independently registered charity, a member of the Citizens Advice network, and a London Legal Support Trust Centre of Excellence. We offer generalist advice on debt, work, benefits, immigration, housing and more and specialist casework on benefits, debt, work and immigration. Last year we helped 13,500 people with 52,500 problems, and achieved financial outcomes for clients totally over £7.8 million.
| Reports to: | Advice Services Manager
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| Key role purpose: | To assist the Advice Services Manager in the provision of an advice service. This will include the delivery and supervision of Telephone, face to face and digital advice throughout Barnet. |
| Normal place of work: | Barnet, Hybrid |
| Contract length: | Permanent – Full time/Part Time/Job share |
| Hours: | Up to 36 hours per week |
| Salary: Benefits: | £36,941 per annum (pro-rata)
|
Job Description
Supervising the helpline and advice sessions
- Providing advice and guidance to volunteer advisers and assessors and checking their work is in line with Citizens Advice Quality Standards.
- Ensuring efficient and effective processes are followed
- Supporting volunteers to increase their independence
- Where necessary advocating on behalf of clients in a sensitive and professional manner
- Giving advice across all channels as necessary
- Ensuring cases are followed up and outcomes recorded
- Overseeing the referral of clients to and from other agencies
- Working flexibly and responsively as the needs of the service require, including working in Outreach and other Bureau locations
- Implementing any service changes as directed by the Head of Advice Services.
- Supporting the work of any other project based in the bureau and making appropriate referrals
Research and Campaigns
- Identifying Research and Campaigns issues and ensuring these are correctly recorded
Training and Professional Development
- Keeping informed of all up to date legislation and Research and Campaign topics and ensuring this is cascaded to volunteers
- Reading national Citizens Advice publications and information packs and other relevant publications
- Undertaking relevant training to ensure delivery of new technology and information systems, processes and ways of working
- Keeping in touch with local issues, developments and changes in procedure
Staffing and Staff Development
- Conducting Performance Reviews s and regular supervision and coaching of volunteers
Participation in Development and Planning of the Service
- Participating in CAB staff meetings
- Feeding back ideas about service development to the Advice Service Manager
Administration
- Ensure the office administrative systems run smoothly
Health and Safety
- Assist the Manager responsible for Health and Safety in maintaining compliance across a wide range of Health and Safety issues through the keeping of accurate records.
Equal opportunities
- The post holder must have due regard in the planning and execution of their duties at all times to the Citizens Advice Equal Opportunities Policy.
Other
- Demonstrating an understanding of CAB (Citizens Advice Barnet) Health and Safety, and Safeguarding Policies
- The post may involve travelling to different locations within the London Borough of Barnet and to neighbouring boroughs.
- There may also be some evening work.
- The post holder must at all times promote the aims, principles, policies, interests and well being of the organisation and protect the integrity and reputation and the confidentiality of the Service.
As with all roles at CAB, to be carried out in a way commensurate with our organisational values – Committed, Together, Supportive, Respectful
In addition to the role & responsibilities outlined in this Job description, to undertake such duties as may be identified and which are compatible with the functions of the post.
To be successful in this role, you’ll need;
- Recent and ongoing experience of generalist advice
- Supervisory skills including the ability to support and coach a volunteer team, allowing the volunteers to develop and realise their potential
- Demonstrated ability to research complex information and to relay this in an understandable way
- Clear understanding of what makes good case records in line with Citizens Advice Quality of Advice standards
- Ability to organise and prioritise a workload under pressure
- A commitment to wellbeing and professional development
- Ability to support and deliver change in a Citizens Advice environment
- Ability and willingness to work flexibly and responsively
We believe a great workplace is one that represents the world we live in and how beautifully diverse it can be. That means we have no judgement when it comes to any one of the things that make you who you are – your gender, race, sexuality and religion. Please let us know if you require any adjustments to support your application.
Please apply by submitting an application on our website. If you do not meet all of the skills detailed above but you feel like this is a job you’d really like to do we would love to hear from you.
If there are any particular aspects of the role you wish to discuss before applying, please email recruitment@barnetcab.org,uk and include any particular questions as well as a contact telephone number.
Closing date of applications – Wednesday 28 May 2025 at 5.00pm
Interviews: We will interview on a rolling basis and reserve the right to close the applications earlier if suitable candidates are found. Early applications are encouraged.