We are looking for an experienced Duty Manager to provide day to day management support to operational advice staff by being the first point of contact for advice queries, guidance and decision making. You will be required to support case work whilst making decisions regarding allocation of resources, staffing requirements and assisting other members of the management team to prioritise and deliver a first-class service to Money Matters clients.
It is essential that applicants possess a good working knowledge of broad advice topics, including; Debt, Welfare Benefits, Universal Credit, Energy Advice and Financial Capability. You must create and maintain a positive working atmosphere and supportive environment for staff and clients and be able to communicate complex issues in a straightforward manner. You must be able to research and provide information in a timeous manner and have well-developed communication skills, both verbal and written.
Ideally, you must already be working to Type 3 Scottish National Standards for Information and Advice Providers and ensure advisors manage their casework and are compliant in line with these standards. Our case management system is Advice Pro and some knowledge of using this system would be preferable as daily reviews of casework is a key element of these roles to maintain quality assurance.
Key skills would be; To display leadership and authority; Ability to challenge poor performance; Behaviour and service provision; To take responsibility for own and team actions/decisions; To be reliable, supportive and credible.
A clean driving licence and own car are preferred although not essential.
Money Matters Money Advice Centre is an equal opportunities employer.
An enhanced disclosure may be required for this position.
Please see Job Description attached.
Curriculum Vitae to: firstname.lastname@example.org
Previous applicants need not apply
Closing date: 10th May 2021