MAIN PURPOSE: 

To work as part of the wider Leads team to support the implementation and delivery of Citizens Advice Wirral projects/services. To provide specialist welfare and housing (and some other areas other than debt), technical guidance for the service and to lead and oversee the quality process and compliance. To ensure systems and processes are applied,  that result in a high quality, well run information and advice service. This role is an important link between management, staff and volunteers. 

The Lead will have the following specific objectives;

• To provide specialist technical support for the service, responding to queries and providing solutions for colleagues

• To lead on the Quality Advice Assessment (QAA) process for the service, in relation to welfare, housing and other subject areas, in conjunction with the Business Support Manager. Conducting checks as needed and leading other QAA reviewers to ensure monthly checks are completed in a timely and accurate manner. To ensure submission of the checks to the National Citizens Advice auditor and other auditors is within the expected timescales, alerting the team to any issues/concerns where deemed necessary. To provide feedback to advisers/caseworkers, both positive and negative and liaise with their line manager where training needs are identified.   Discussion quarterly on the status of quality KPIs with national QAA and negotiation on outcome of KPIs if required. Provide quarterly updates on the status of KPIs to the leadership team. 

• To ensure good customer service is offered to clients and information and advice provided meets the required quality standards and the Independent File Review (IFR)  process. To carry out regular checks of Caseworker files, ensuring all IFR documentation is maintained as per the Advice Quality Standard (AQS) audit requirements. To provide regular feedback to Caseworkers and suggest ways to improve quality where deemed necessary.

• Work with the Business Support Manager and Operations Manager to review findings from client satisfaction, customer service aspects and complaints, so to ensure the service continually improves.  

• Research and progress MP enquiries.

• Maintain relationships with partners in DWP (Department for Work and Pensions) and escalate cases through to them.

• Provide specialist subject specific training/learning opportunities, including training/coaching new advice and casework leads on quality and technical skills required for their role

• To feed insight gained from Caseworkers and quality processes into Citizen Advice Wirral’s Research and Campaign programme.

• To maintain own skills and knowledge by managing a small caseload e.g. 2 clients a month.

• To provide cover for the other Lead roles, during periods of absence.

• Line manage a small number of staff and volunteers, including new or inexperienced caseworkers

• Ensure that all casework conforms to the organisation standards, systems and procedures, the Advice Quality Standard Quality Mark and the contract commissioners’ requirements. 

• Attend relevant internal and external meetings.

• Prepare for and attend supervision sessions/team meetings/staff meetings as appropriate.

• Ensure GDPR-compliant training is completed on an annual basis.

• Ensure all work conforms to Citizens Advice Wirral’s systems and procedures.

• Adhere to the aims and policies of Citizens Advice.

• Abide by health and safety guidelines and take steps to ensure your own safety and that of colleagues.

• Recognise the importance of safeguarding procedures within the organisation, ensuring that any concerns, disclosures or allegations of abuse are immediately and correctly reported.

• To attend occasional out-of-hours events in conjunction with the work of Citizens Advice Wirral and participate in fund-raising activities.

• Carry out any other tasks that may be within the post's scope to ensure the service's effective delivery and development.

PERSON SPECIFICATION 

ESSENTIAL CRITERIA

1 Holds level 2 qualifications (GCSE or equivalent)  in English and maths.

2 At least 2 years experience as a welfare caseworker

3 In depth knowledge of the benefits system and some knowledge of other main enquiry areas including housing.

4 Experience of supporting staff and/or volunteers through providing technical guidance and responding to queries and providing solutions for colleagues.

5 Able to motivate and challenge people to develop and reach their full potential - supporting them and encouraging them whilst providing constructive feedback to facilitate improvements.

6 An ability to understand Audit/Contract Compliance requirements in relation to Quality of Advice and to ensure the service meets all these standards.

7 A confident user of a range of IT packages, with an innovative approach to digital solutions, and the ability to embrace new technology in order to enhance service delivery.

8 Ability to engage positively and confidently with people from a wide range of backgrounds and organisations so that they are comfortable and at ease.

9 Flexible and adaptable with the ability to embrace change and find new and innovative ways of working, providing a solution based approach.

10 Understanding of and commitment to the aims and principles of the Citizens Advice service and commitment to equal opportunities 

Interview date: Thursday 12th June 2025

Interview location: Birkenhead, Wirral

Citizens Advice Wirral is part of the Disability Confident scheme. We're taking positive action by providing interviews to candidates who have a registered disability - provided they meet the minimum skills for the role. We'll ask you whether you are eligible when you apply, so if you'd like to be considered for this scheme, all you need to do is let us know in your application.

At Citizens Advice Wirral we seek to embrace emerging technologies and understand that Artificial Intelligence (AI) is increasingly part of everyday life. When we are recruiting, we use situational questions to assess a person's suitability for the role and so it's really important that we hear from the person themselves. With this in mind we screen responses to detect the presence of AI and where high levels of AI are detected we then downgrade the score. We therefore strongly encourage applicants to avoid the use of AI, or to use minimal AI input to avoid a detrimental effect on the shortlisting process. Please note that our screening tool will assess responses as 100% AI where an answer is written and then submitted to an AI tool for improvement.