Summary of main responsibilities
• Overall operational control and management of the Bureau within guidelines laid down by the Board and Membership
Standards agreed by Citizens Advice Scotland (CAS)
• Overall management of all paid and unpaid staff (volunteers)
• Ensure that all aspects of client enquiries are efficiently and effectively dealt with.
• Represent the Bureau positively to all other agencies or organisations.
• Design and develop along with the Board the Bureau’s strategic aims.
• Responsibility for ensuring effective use of IT.
General Management Responsibilities
• Develop and strengthen the role of the bureau within the community including positive partnerships with other
Bureaux.
• Plan, coordinate, and manage all activities of the Bureau in conjunction with the Board.
• To ensure that the Bureau fully complies with the aims and principles of the Citizens Advice Scotland membership
scheme.
• Ensure that the bureau’s quality of advice including case recording is of the highest quality, ensuring that
Scottish National Standards (SNS) are met.
Management of staff
• Ensure that there are always sufficient staff and volunteers so that the volunteer led generalist advice services
run smoothly.
• Recruit and select volunteers with the Office Manager ensuring training is undertaken to meet required competence
standards.
• Ensure the Bureau fully complies with equal opportunities and updated policies as required.
• Provide staff support, supervision, appraisal, and development.
• Hold staff and volunteer meetings as required and ensure discussion on relevant Bureau matters.
• Ensure staff information records including appraisal, training and sick absence records fully comply with GDPR
requirements.
• To work in conjunction with the Office Manager to ensure that all enquiries are dealt with as quickly and
efficiently as possible including accuracy and quality of advice given to clients to comply with GDPR, CAS and
SNS principles.
• Ensure that advice related policies and procedures are fit for purpose and up to date.
Finance and Budgeting
• Control Bureau spend within limits set by The Board.
• Ensure an accurate record of all income and expenditure is maintained.
• Arrange preparation of monthly accounts and financial projections.
• To advise the Board on matters of operational expenditure including costings as required.
• To assist the Treasurer or any other appropriate Board member in the preparation of annual accounts and AGM reports
including annual reports.
• Ensure Bureau and projects are adequately funded by making applications to funding bodies with the approval of the
Board and comply with the Bureau Fundraising Strategy.
Representing Coatbridge Citizens Advice Bureau (CAB)
• Liaise with members and officers of North Lanarkshire Council and participate in appropriate council groups.
• Represent the Bureau positively in local networks as required.
• Maintain and develop relationships with funders and local agencies.
• Liaise and maintain and develop links with other voluntary organisations including membership of Voluntary Action
North Lanarkshire (VANL).
• Contribute to and participate in the activities of CAS and associated groups.
• Maintain and develop the Bureau’s role and relationship with CAS and other national agencies.
Audit and Quality Assurance
• Assist in the CAS audit by compiling information, providing up to date policies, and meeting their
requirements.
• Implement a quality control system for the monitoring of the service provided to clients.
• Prepare full, accurate and regular reports on all Bureau activities as required by the Board.
• Ensure that the bureau works to SNS for information and advice.
• Ensure that the bureau fully complies with the CAS agreed complaints process.
• Statutory returns to OSCR and Companies House
Administration
• To ensure that there is an effective system in place to provide a quality advice system to clients to minimise
delays in answering client enquiries and provide advice.
• To ensure that the Bureau premises and equipment are maintained to as high a standard as possible and that all
requirements of Health & Safety legislation are met.
• Seek opportunities for press and media coverage to promote and highlight the work of the CAB.
• Provide the Board with reports and policy guidance as required.
• Ensure that the Bureau makes statistical, legal, and social policy returns to CAS to adhere to membership
requirements.
• Ensure that all returns to statutory bodies are completed accurately and timeously to ensure legal compliance.
• Ensure that Bureau conducts local social policy work as required.
• To keep abreast of latest developments within the advice and charity sector and discuss any changes required at
Board meetings.
• Organise and prepare necessary paperwork for Board members for the bi-monthly or as required, Board meetings.
• Liaise with accountant re annual accounts and payroll.
Management of Bureau IT facilities
• Have overall responsibility for and ensure the effectiveness and secure use of all IT, communication systems, and
procedures to ensure the smooth operation of Bureau objectives.
• Ensure that all staff and volunteers have access to, and are adequately trained in, the Bureau IT systems and
software applications to perform their duties effectively.
• Advise the Board, on matters of IT planning, security, maintenance, and budgeting.
• Ensure and fully adhere to all aspects of GDPR for full compliance and provide regular training to all users to
avoid data breaches.
To undertake any other reasonable tasks as requested by the Board.