Advice Session Supervisor

As Advice Session Supervisor you will be responsible for overseeing daily advice sessions to ensure clients receive high-quality, accurate, and timely advice. You will provide support, guidance, and feedback to advice staff and volunteers, ensuring consistently high quality of service and managing the smooth practical running of advice sessions. You will support advisers working across a variety of channels, including face to face, telephone, and web-based channels as needed. This may include remote supervision of outreach advisers and advisers based in another office. You will be part of a team of Advice Session Supervisors both within your local Witney offices, and as part of our wider team across Oxfordshire, providing peer support to each other and working together to deliver a consistent, high quality service to our clients across the county.

Core Purpose

The core purpose of the Advice Session Supervisor role is threefold:

Ensuring quality: actively supporting the quality of advice while taking into account advisor capabilities and experience: guiding the team to information sources; checking that all aspects of a client's situation have been considered; ensuring that follow up work is progressed and that research and campaigns issues are identified.

Providing support: actively supporting each team member to develop their skills and competences, by explaining, guiding, demonstrating, encouraging, suggesting, coaching, giving constructive feedback and challenging appropriately, adapting the level of support to individual competence and need, and taking account of the team as a whole.

Managing the practicalities of the session: allocating the team work as appropriate to the channel, managing waiting times and interview lengths, ensuring that appropriate appointments are booked, and if necessary dealing with client or Citizens Advice emergencies.

For the full job pack and details of how to apply please visit www.caox.org.uk/jobs