About the job

The purpose of this post is to co-ordinate and supervise the efficient day to day operational running of the general (non-specialist, Level 1) advice services including triage and general volunteer advisers.

The post holder will ensure that all advice client contacts and enquiries are allocated and progressed appropriately and will case check the work of the team to ensure Citizens Advice Membership Standards, Scottish National Standards for Information and Advice Providers and CAS Quality of Advice requirements.

A key part of this role will involve examining current systems, with a view to addressing any gaps in consistency of approach and practice across the advice team.

The post holder will be pro-active and responsive in what can be a fast paced and busy role and will ensure all staff are able to maintain the knowledge, skills, expertise and resources necessary to meet client demand for advice to the standards required.

The post holder will help to record and monitor trends in client contact and to identify where appropriate, social policy issues in order to help deliver on our twin aim of exercising a responsible influence on the development of social policies and services, both locally and nationally, and representing the organisation in relevant forums to achieve that aim.

As part of the leadership team, the post-holder will help develop and deliver against the organisation’s business strategy, with a view to maintaining the highest standard of compliance and where required, increasing the capacity and/or efficiency to meet current and future demand.

To provide clients with holistic advice covering debt, income maximisation, energy. This will include preparation of financial statements, explanation of debt options and assistance to access these options. The role will require the ability to interact with clients over the telephone, face to face and using digital channels to provide advice.

Ongoing training will be provided however you should be someone who can demonstrate experience of working with clients who are experiencing multiple and complex issues and who can provide advice sensitively and with confidence to clients.

In addition to managing a caseload you may also be required to work on a duty rota for dealing with initial money advice contacts and for covering outreach services as required, as well as providing 2nd-tier support to other advisers within the Bureau.

You should have an understanding of the effects of financial difficulties and financial hardship on our clients. You should be an excellent team player with a desire to progress with training to meet the standards required.

The successful applicant will cover our Inverness Foodstuff outreach clinics.

Applicants must have a good general knowledge of Level 1 benefits, housing and money advice in order to deliver a high-quality outreach service.

All applicants must be able to manage their time effectively

About Us

Inverness, Badenoch and Strathspey CAB is an independent charity providing advice, information and support to people across our community. We are a friendly team of over 80 employees and volunteers working over 3 locations (Inverness, Raigmore and Aviemore) delivering a busy advice service. We strive to deliver a good quality service that meets the needs of our clients in a non-judgemental and confidential manner. We aim for individuals not to suffer through not knowing or understanding their rights and responsibilities or not being aware of the services available to them. We provide advice and options to our clients so that they can make informed decision and feel empowered to improve their personal circumstance.