Advice Services Manager (2 Posts)

City, Belfast
Advice Space
ADVICE SERVICES MANAGER (2 Posts)

£37,672 PER ANNUM – 35 hours per week (Monday-Friday)

About the role

The Advice Services Managers will support Advice Space’s vision by jointly leading the Advice Services Team of staff and volunteers across all its office site locations and ensuring high-quality efficient delivery of triage, helpline, advice and representation services and developing a structure for proactive learning and growth opportunity.

The role includes organising daily operations and staffing along with monitoring performance and service standards, supporting quality assurance and accreditation, managing office locations, building a learning centre (Academy) infrastructure for Advice Space, budget management, project/ funder reporting and driving improvements to maximise impact and outcomes based on client need.

JOB/ROLE DESCRIPTION

1. Management & People

• Jointly manage and motivate Advice Service Teams, including performance management, people and volunteer development.
• Work closely with the HR Manager and Management in the recruitment, selection and training of Advice staff and volunteers.
• Agree and support the induction process for new staff and volunteers.
• Agree staff Individual Key Results (IKR’s) annually in line with annual business plans and organisational strategy.
• Carry out in-person 1:1 supervisions and annual appraisals for the Manager/Coordinator as well as the staff assigned to you.
• Monitor and measure performance against IKR’s and provide positive and constructive feedback to staff under your supervision to ensure support provided and remedial actions agreed when variances/deviations from targets occur.

2. Strategy & Leadership

• Contribute to strategic and business plans and planning, risk management and business continuity areas including agreeing and reporting against targets whilst ensuring remedial action is identified with actions agreed to address areas of concern.
• To attend Strategic Leadership Team (SMT) meetings in-person as scheduled and feed into agenda development and cyclical planning and reporting.

3. Relations & Partnerships & Marketing

• Build strong internal and external relationships and partnerships with key stakeholders.
• Maintain effective existing partnerships and develop new ones in line with business objectives and plans.
• Represent the organisation at meetings with funders and partners and at events and stakeholder forums etc. and act as spokesperson when required.
• Promote and market Advice Space brand awareness effectively through a range of mediums including at events, conferences and organisational social media channels.
• Communicate effectively across teams.

4. Service Delivery & Development

• Lead and coordinate daily advice service delivery, including triage, helpline, advice and representation as well as managing staff resources, referrals and monitoring service standards.
• As part of joint management of Advice Services and their development one of each of the Advice Services Managers will carry out the following for their assigned role under the leadership of the Head of Contracts and Service Development:

  Belfast City Tribunals Service: To line manage and work effectively with the Tribunals Manager; attend related Oversight Group meetings; carry out visits with identified key stakeholders and to build/develop referral networks and relations necessary for the continued development and success of the Tribunals service.

  Macmillan Service: To line manage and work effectively with the Macmillan Coordinator and attend delivery partner office locations associated with the service across NI and to build/develop effective operational partnership relations necessary for the continued development and success of the Macmillan service.

  In the absence of an Advice Service Manager, to liaise with the Head of Contracts and Service Development and the other Tribunals Manager or Macmillan Co-ordinator on matters in relation to the performance of those services to ensure support and that the effective and smooth running of those operations remains in place during short term absences.

• Monitor and evaluate activities appropriate to the role and contribute to the service planning process by providing regular reports and feedback on areas of responsibility.
• Contribute to the development and implementation of an Impact Measurement Framework for the organisation under the leadership of the Head of Contracts and Service Development – particularly recommendations arising from the DfC Refresh Policy review ongoing at present.
• Contribute to maintaining good relationships with key stakeholders and trusted partners and identify potential partners to develop referral relationships with.
• Ensure GDPR compliance for clients of services is in place and reviewed at least annually and any issues or non-compliance reported to the Data Protection Officer.
• Attend Strategic Management Team and Management related meetings in-person as required.

5. Learning & Development of Staff & Volunteers

• Engage proactively in learning and development opportunities (self).
• Identify the training and development needs of your assigned Manager/Coordinator, Advisers, other staff and volunteers through feedback sessions and contribute towards the Organisational Learning and Development Plan.
• Build an innovative learning and development culture supported with a new learning centre model fit for purpose within Advice Space.
• Play a key role in supporting the development of a new Academy of Learning and Development within and across Advice Space that will support staff and volunteers both in their personal and professional development.
• Work to agree core competencies and developmental competencies for operational job roles and learning pathways to achieving these as part of the Academy infrastructure.
• Agree and implement an annual organisational Learning and Development Plan for Board approval annually.

6. Quality Assurance

• Quality assure cases ensuring that they meet the relevant quality advice standards used by Advice Space.
• Carry out regular checks, assessments and internal audits as required under the relevant standard (e.g. NIAQS) while liaising on an ongoing basis with advisers, offering feedback, coaching and support with the processes including Advice Pro.
• Report on any findings, including good practice and any improvements identified escalating any issues to senior management when appropriate.
• Identify any risks on advice provided and follow up any compliance requirements.
• Co-ordinate with other management/coordinator staff involved in adviser supervision to ensure consistent policy and practice.
• Develop and maintain effective administration systems and records relevant to the role.
• Keep up to date with knowledge, legislation, regulations, contract requirements and any changes in provision of services.

7. Facilities (Offices) & Infrastructure Support

• To ensure the office locations of Advice Space cross Belfast are operational and operationally compliant, resourced, functioning and open.
• Ensure remedial action is taken when cover issues arise to keep office locations open in so far as is practicable.
• To regularly and routinely visit the office locations in-person and liaise with the Additional Responsibility (ARA) staff in order to ensure that offices and staff run effectively and efficiently and abide by health, safety and fire safety guidelines.
• Feed into the annual Health & Safety plans across offices ensuring all necessary checks and assurances are in place (e.g. Fire safety checks for extinguishers/blankets; PAT testing; H&S staff training etc.).
• Share responsibility for own health and safety as well as that of colleagues.

8. Funder/Contract Reporting & Finance

• Support service and project budgeting and associated expenditure control
• Work with Auditor and Head of Contracts & Service Development in order to obtain required data for funder reports and to help secure continuation and development funding.
• Agree with the Head of Contracts and Service Development and implement a cyclical Funder Reporting Framework to enable capture and submission of all funder reporting requirements across Advice Space in a timely manner.
• Support in timely reporting to funders for all projects, funders and contracts via provision of data (e.g. AdvicePro reports/statistics/benefit maximisation data etc.) as required.

9. General

• Create a positive working environment in which equality and diversity are well-managed and dignity at work is upheld.
• To adhere to the values of the organisation.
• To carry out any other duties required that are reasonable to ensuring the success of the role.

PERSON SPECIFICATION/ROLE REQUIREMENTS:

The successful candidate will have:

Essential Criteria

• excellent communication skills than can adapt well professionally across all levels (e.g. staff, management, stakeholders, clients and funders).
• a pass in English and Maths at GCSE level or equivalent.
• at least one year’s experience in leading and managing the delivery of frontline services.
• demonstrated experience in people management, including supporting performance.
• demonstrated experience in the implementation of quality management systems and processes click apply for full job details