Money Advice Team Leader

● Manage and support the team through regular 1-1 supervision meetings, annual performance reviews and target setting to ensure compliance with key performance targets and quality standards (AQS quality mark, Citizens Advice competency requirements and the FCA Consumer Duty)

● Undertake quality monitoring activities including case checks, file reviews and direct observation and provide feedback/coaching/mentoring

● Follow Company processes to respond to any performance concerns

● Ensure relevant processes and trackers etc. are complied with/ kept updated

● Deal with complaints in line with procedures and report issues, concerns, achievements and exceptional contributions made to the Management Team

● Monitor overall project performance and report any concerns to the appropriate person

● Ensure all reporting and recording requirements are adhered to

● Provide support and guidance to staff and volunteers who require help with more complex advice issues

● Ensure that appropriate case and outcomes recording systems are applied and maintained for statistics, follow up work and quality control

● Provide information, general advice and casework as appropriate, across a variety of channels and locations, in accordance with Citizens Advice competencies, the Advice Quality Standard and FCA and funder requirements

● Empower clients to take an active role in resolving their issue and make informed decisions

● Assist clients to set realistic budgets and help them to look at ways of managing their money