Citizens Advice Bury & Bolton (CABB) is a leading provider of legal advice and information, supporting thousands of clients every year. We are a busy, client focused and dynamic service with a track record of delivering high quality advice face to face, over the phone and digitally.
Our communities are facing unprecedented challenges with rising costs. The rising cost-of-living continues to directly impact individuals and families, with more people than ever in negative budgets and debt.
There’s no ‘average’ case – our advice is tailored, but our standard of excellence is identical for every client. As a manager, you will play a key role in ensuring that our regulated money and debt advice, along with energy advice services are delivered to high quality standards and KPIs are met.
This is a challenging role, but you will be fully trained and supported, working as a key part of an approachable and supportive Delivery Leadership Team in a rewarding environment.
Key elements and tasks within this role include:
Overall management of our Money Advice & Energy Services (4 contracts with over 20 staff)
Line management of debt supervisors and caseworkers (up to 6 direct reports)
Being a subject matter expert, providing technical knowledge and expertise to ensure that all contract KPIs are met, and advice is delivered to a high standard which meets the criteria for all regulatory, contractual and funder requirements
Lead on all contract/ funder meetings and reporting requirements
Work in collaboration with Delivery Leadership Team, ensuring a holistic client journey is priority and key information/ updates are disseminated appropriately.
About you:
Experience managing money advice/ debt teams
Experience of contract management
Experience in managing money advice/ debt caseloads
Excellent interpersonal skills to engage with a diverse range of staff and stakeholders
Organisational skills with the ability to adapt, prioritise deadlines and competing tasks in a fast-paced environment,
A genuine passion for continual professional development, and team development
Be empathetic, compassionate and resilient, understand how to use trauma informed approaches and be adaptable to client needs
Be resilient and adaptable.
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