NOTE: THIS VACANCY CLOSED ON 10 JANUARY 2025
Job Description
| Job Title: | Advice Team Leader |
| Department: | Operations |
| Location: | Main office in Wallasey and venues across Merseyside and Cheshire (option for flexible home/office working) |
| Pay Grade: | £27,000 per annum |
| Reporting to: | Projects Manager |
| Working hours: | 35 hours per week (occasional evening and weekend hours) or part-time as part of a job share arrangement |
| Permanent/Fixed Term | Permanent |
Job Summary
The Advice Team Leader will support the Projects Manager in ensuring high quality advice and service is provided to clients and is the first point of contact for colleagues for any advice query. The role includes directly supporting a caseload of clients alongside supervising day to day advice team operations. You will complete weekly and monthly reports, identifying any issues and working with colleagues to overcome them. You will play a crucial role in monitoring key performance indicators, analysing data, and facilitating communication within the team.
Key Responsibilities and Accountabilities
- Provide guidance and support to advice team colleagues, serving as the primary point of contact for support.
- Ensure all team members have the necessary resources and knowledge to perform their tasks effectively.
- Monitor and manage client appointments, ensuring they are adhered to and rescheduled when necessary.
- Collect and analyse data on appointment cancellations to identify underlying issues and themes.
- Assist in overseeing case management processes and ensure compliance with established protocols.
- Review the CRM system for missing data and ensure all records are up to date, working with staff to ensure data entry standards are met.
- Work with colleagues to identify and implement improvements based on data insights.
- Ensure accurate documentation of project progress and outcomes.
- Prepare and submit regular project reports to the Projects Manager.
- Monitor staff attendance and timekeeping, addressing any discrepancies or concerns.
- Help coordinate project activities and ensure alignment with organizational goals.
- Facilitate effective communication within the team.
- Support the Project Manager with various tasks and initiatives as needed.
- Provide other essential support to the team as needed to ensure smooth operations.
- Participate in team meetings and contribute to the strategic direction of the charity.
- Managing a portfolio of clients including providing direct advice to clients, making on-line and offline applications on behalf of clients to funders for support, referring clients to other specialist agencies for detailed advice and support on other issues, accurately and efficiently inputting client data and circumstances onto appropriate project databases ensuring all records are up to date and correct.
- Adhering to service delivery procedures.
- Conducting customer satisfaction, project related outbound and follow up calls as required.
- Attending community and other events.
- Safely and securely transporting documents, materials and equipment as required.
- Maintaining up to date knowledge of schemes.
- Constructively contributing through team meetings, informal dialogue, and gained experience to the effective delivery and continued improvement of the service.
- Achieving targets to high quality standards.
- Undertaking duties of colleagues when required to cover absence.
- Other duties as may be required in a small office environment.
General Responsibilities and Accountabilities
- To process data and perform other routine clerical tasks as assigned.
- Establish and maintain effective working relationships.
- Maintain regular consistent and professional attendance, punctuality, personal appearance, and adherence to relevant health & safety procedures.
- To keep up to date with industry changes in relation to energy efficiency advice, support and grants.
- Pursue personal development of skills and knowledge necessary for the effective performance of the role.
- Adhere to all Health and Safety policies.
- Adhere to all procedures relating to the proper use and care of equipment and materials.
- As sensitive personal data of clients is managed maintain a satisfactory DBS enhanced certification.
Key Interfaces
- clients requesting advice.
- Colleagues.
- Funders
- Liaising with internal departments as required.
- Working with third parties and suppliers.
Qualifications
City and Guilds 6281-01 (Energy Awareness) – training will be provided if not already attained.
Full clean driving licence and insurance for business use.
Person Specification
| Skill | Essential (E) / Desirable (D) |
| Proven experience in a Team Leader role | E |
| Experience of a Team Leader role in a charity advice service | D |
| Ability to support and develop colleagues in their roles | E |
| Service data analysis and solutions development capabilities | E |
| An appropriate higher-level qualification in leadership and management e.g. ILM | D |
| An approachable and confident manner in engaging with residents, colleagues and management | E |
| Knowledge and experience of advice provision to vulnerable and low-income people. | D |
| Knowledge and experience of advice provision specifically regarding energy efficiency and fuel bill advice. | D |
| Holding the City and Guilds Level 3 Energy Awareness (if not already held then training will be provided). | D (E within 3 months) |
| Experience of supporting clients with fuel debt and other issues and being able to identify solutions appropriate to individual clients’ needs. | D |
| Awareness and understanding of the welfare benefits system | D |
| Excellent and effective oral and written communication skills | E |
| Strong computer skills, including Microsoft office, using on-line forms and capturing essential client information quickly, accurately and with a high attention to detail. | E |
| Capability of providing effective empathetic support to vulnerable clients (vulnerability can include infirmity, age, financial stress, emotional stress). | E |
| Methodical time and workload management and ability to independently prioritise own workload, meet deadlines and achieve targets. | E |
| Ability to give and receive feedback objectively and sensitively and a willingness to challenge constructively. | E |
| Ability and willingness to work as part of a team by maintaining a flexible approach. | E |
| Experience of working within, and achieving and exceeding, set quality standards. | E |
| Ability to work in a time pressured environment whilst maintaining positive relationships with all contacts, particularly colleagues, clients, other support organisations, and funders | E |
| Full, clean driving licence and access to vehicle insured for business use. | E |
| Understanding of, and commitment to, the aims and principles of the Charity. | E |
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