Charity registered in Scotland SC005641
Glasgow North West Citizens Advice is seeking a Chief Executive Officer with exceptional business acumen and enthusiasm to lead our team of volunteers and paid staff, and to work with the Board of Directors in delivering our strategic plans.
This is an exciting role for candidates who are highly motivated and able to meet competing challenges. The post requires excellent organisation and communication skills with effective time management. The successful candidate will have proven managerial experience and sound financial and risk management skills.
The successful candidate will apply innovative approaches to developing the Bureau’s services and reputation to attract and sustain income generation in line with the Bureau’s strategic priorities.
Fundraising and experience in the voluntary sector would be advantageous. A commitment to partnership working and developing networking relationships with stakeholders and partners is essential.
Glasgow North West Citizens Advice Bureau (GNWCAB) is an independent charity founded in 1981.
Our mission is to end poverty and inequality by ensuring that people from all backgrounds are empowered through access to advice and support that helps them affect positive change in their lives and the lives of those around them.
We specialise in providing free, impartial and confidential information and advice services on issues ranging from debt, benefits, and welfare rights to consumer rights, finances and budgeting support. The information and advice we give is compliant with standards set by the Scottish Government and our membership body, Citizens’ Advice Scotland. Our services are available to everyone in our local communities, and we aim to make them as accessible as possible by promoting equality and diversity, and challenging discrimination.
We run an advice service from our bureau premises at 1455 Maryhill Road via a multitude of channels including web chat, phone and face to face. We also operate extensive outreach services, providing advice and information in local communities across North West Glasgow.
Our Bureau is one of the most progressive and dynamic advice and information services in the country. Our Bureau is made up of around 30 dedicated volunteers and supported with 28 staff members, and an experienced board of trustees. Collectively, the team has expertise in many areas relevant to our work, including welfare rights, debt and money advice, immigration and asylum.
GNWCAB is a busy evolving bureau that requires an adaptable adviser that can work across a variety of projects as business needs arise. As an adviser you will deliver a holistic advice and support service through a variety of channels including face-to-face, telephone and web chat.
Providing advice on a variety of topics including welfare benefits, money advice, benefit checks, employment issues, consumer issues and housing issues.
Due to Covid-19 this role will require someone who is willing to work both from the GNWCAB office and at home as required and stipulated by Covid restrictions and most advice will be given via telephone and web based systems.
Job description
Key responsibilities
- To conduct face-to-face, telephone and web chat interviews, using sensitive listening and questioning skills to allow clients to explain their problem(s) and empower them to set their own priorities
- To explore clients’ circumstances, support needs and access channel preferences considering language barriers, accessibility needs, and issues around digital access and ability
- To provide advice on a variety of subjects including benefits, debt, employment, consumer issues and other topics.
- To carry out benefit checks to show entitlement.
- To provide support to clients completing and submitting their claim forms for a variety of benefits.
- If appropriate, to support the client with applying for any additional support such as short-term advance and/or access to the Scottish Welfare Fund.
- To liaise where appropriate with bureau staff and other relevant agencies as appropriate.
- To record, update and maintain information on a case management system for the purpose of continuity of casework, information retrieval, statistical monitoring and report preparation
- To ensure that all work meets quality standards and the requirements of the funder, membership body and adheres to Scottish National Standards of Advice.
- To keep abreast of the latest developments relating to welfare benefits and other legislation.
The above job description is not exhaustive and is clarified to include broad duties inherent in the post as reasonable requested by the bureau manager.
Person specification
Knowledge, skills and experience
Essential
- A sound working knowledge of social security benefits and entitlement, including Universal Credit
- Experience of working with people with multiple and complex needs
- Ability to work without supervision and prioritise workload
- Experience of using a range of IT tools to carry out your work, including case management systems, Microsoft Office applications, online applications, internet and email etc.
- Excellent oral and written communication skills, including the ability to communicate complex information in a clear and accessible manner
- Excellent organisational skills
- A proven ability to work effectively with a wide variety of stakeholders
- A commitment to the aims, principles and policies of Citizens Advice Bureaux
- Ability to operate as a team player and communicate effectively with colleagues and managers
- Ability to use telephony and IT systems to deliver services across multiple channels (face-to-face, web chat and telephony)
Desirable
- Completion of Citizens Advice Bureaux Adviser Training Programme
- Basic knowledge of multiple enquiry areas to aid with identifying emergencies and making referrals where appropriate
Additional requirements
- The post is subject to the receipt of a satisfactory Basic Disclosure Certificate
- The post is subject to the disclosure of criminal history information
Responsible to: Coordinator
We are recruiting a number of volunteers to join our Board of Directors and are especially interested in people who:
- Are passionate about the third sector and our advice work
- Live locally in Northwest Glasgow
- Have experience of engaging the protected characteristics groups who represent our diverse communities
WHO WE ARE:
Glasgow North West Citizens Advice Bureau (GNWCAB) is an independent charity that provides free, impartial, and confidential advice services in the Northwest of Glasgow. We offer support on issues ranging from debt, benefits, and welfare rights to consumer rights, finances, and budgeting support.
Our services are available to everyone in our local communities. We aim to make them as accessible as possible by promoting equality and diversity and by challenging discrimination.
THE ROLE & BENEFITS FOR YOU
- Induction, training & reimbursable expenses.
- Opportunities to make strategic decisions & develop new skills
- Opportunities to network with senior professionals.
- Influence to shape innovative projects and highlight public policy issues.
- Contribute to supporting the people & communities of North West Glasgow with a range of pressing advice issues
We welcome applications from people who have not been senior volunteers or sat on a board before, and we will support you with tailored training. The expected commitment is 12 hours per year for scheduled meetings. We invite Board Members to contribute their skills by joining working groups and sub-committees.