Manager, Management

Indicative Job Description & Person Specification
Service Manager

Typically £31,000 FTE (37 hrs) pro-rata for part-time hours Salary evaluations underway which may result in some salaries being re-evaluated - no salaries will be decreased.

Full time and part-time hours considered

Contract

Permanent

Location

Travel across Leicestershire to branches and community venues, plus some home working

Line Manager

Head of Services

People Management

Line Management of service Advice Session Supervisors and staff / volunteers

DBS Check

This role is subject to a basic DBS check

Purpose of Role

Our client-facing advice services are delivered through a tiered model, with each tier reflecting the level of complexity and expertise required to support clients effectively.
This role manages Tier 1, 2 and 3 services.

Tier 3 – Specialist Advice & Complex Casework

As a Service Manager you will be accountable for the operation and development of a high quality, integrated generalist advice service supporting a wide range of issues including benefits, debt, housing, employment, relationships and family, immigration, discrimination and community care.

You will lead the day-to-day operations of a high-demand welfare benefits service, working with the Head of Services and wider management team to deliver services that meet quality standards and funder priorities. You will communicate organisational and service aims to staff and volunteers. You will build productive and credible relationships with funders and local stakeholders, positioning our organisation as a partner of choice.

You will participate in developing new initiatives and identifying funding opportunities to promote sustainable services.

Main Duties and Responsibilities

• Be accountable for high quality performance of the service and team to meet KPIs in line with internal policies
• Oversee day-to-day operations of the welfare benefits service through supervisors and advisors (staff and volunteers)
• Uphold our Quality Performance Framework and ensure compliance with Citizens Advice requirements
• Review and update the service operational plan with SMART goals to deliver objectives
• Monitor service performance through data analysis and customer feedback
• Proactively seek guidance and support if targets are not being met
• Provide technical support and cover for supervisors and Project Manager where necessary
• Ensure effective case management, with timely client contact and follow-up
• Oversee and monitor effective administrative systems that promote information sharing

• Active member of the management team, contributing to strategic direction and long-term business planning
• Provide leadership and guidance to your team, coaching and empowering individuals to thrive
• Role model exemplary leadership qualities by living our values and practising excellent self-awareness
• Contribute to the strategic development of the service and organisation
• Maintain your own professional development and training needs

• Create a positive working environment where equality and diversity are well-managed, dignity at work is upheld, and people can perform to their best
• Provide / monitor regular high quality supervision, coaching and guidance to your team
• Use goal setting and coaching techniques to set clear expectations and support people to reach their potential
• Responsible for workforce planning including recruitment / promotion, staff/volunteer rotas, leave, technical development and training
• Work closely with HR and Training teams to promote clear communication and an outstanding employee / volunteer experience
• Seek proactive guidance from Head of Services/HR/Payroll to ensure people policies and procedures are followed
• Implement employment…