Money Advice Team Leader

To support the Service Delivery Manager in maintaining a compliant, effective and efficient Money and Debt Advice Service. Ensuring high quality, appropriate money and debt advice is provided to our clients and systems and processes support compliant delivery. 

Key Work Roles 

• To undertake regular compliance reviews, ensuring that processes and procedures are effective and embedded within the Money and Debt Advice Service. 
• To complete regular observations with front line delivery staff to ensure consistent quality advice is provided to clients. 
• To oversee the Consumer Duty processes and procedures and lead on annual audit requirements. 
• To undertake one to one advice supervision with an agreed number of advisers ensuring high quality, compliant, appropriate money, energy and debt advice is provided to our clients and support is provided to colleagues to review and improve money advice delivery.
• To review personal development plans and identify training needs, organising appropriate training to upskill team members within the resources available.  
• To support the collection and analysis of data for performance management, reporting to funders against agreed outcomes/outputs. 
• Support the collection and analysis of social policy data. 
• To support colleagues with Advicepro case management system and complete compliance checks of data to ensure accurate storage of personal and sensitive data and advice provided (GDPR compliance).  
• Maintain an agreed number of complex clients according to capacity outside of Team Leader responsibilities.

Responsibilities 

Compliance 

• To undertake regular compliance reviews, ensuring that processes and procedures are effective and embedded within the Money and Debt Advice Service and meet regulatory frameworks. 
• To oversee the Consumer Duty processes and procedures and lead on annual audit requirements. Preparing an annual report confirming areas of compliance and action plans to remedy non-conformances. 
• Ensure compliance with company policy and procedures for lone working and safeguarding. 

Advice Supervision

• Undertake regular one to one advice supervision with an agreed number of Advisers. 
• Review advice given and ensure that it is high-quality, accurate and timely.
• Maintain accurate records of advice/supervision provided to advisers directly onto Advicepro.
• Follow up meetings with a one-to-one record detailing welfare, capacity and training needs.
• Provide support to advisers by telephone, e-mail or in person within agreed timescales.
• Help facilitate quarterly group supervision sessions for all advisers.
• Review personal development plans and training needs, making recommendations for staff training within the budget and resources available. 
• Participate in the induction and training of new staff as required.
• Training new staff on case management systems processes and procedures.  
• Completing observation visits with front line delivery staff to ensure consistent quality advice is provided to clients.
• Working with the Service Delivery Manager and CEO to highlight areas of non-compliance and/or non-conformance. 
• Conduct case reviews and feedback with advisers
• Help advisers embed social policy work through the appropriate channels.
• Monitoring adviser progress to meet project KPI’s

General 

• Encourage good teamwork and strong lines of communication between all members of staff including attending and contributing to team meetings.
• When required, respond to customer enquiries, compliments and complaints, both internal and external in a responsive and professional manner.
• Keep informed of technical developments and changes to money, debt and benefits by attending meetings, training events and reading up to date guidance and literature.
• Be aware of issues pertaining to the successful delivery of a quality money advice service and inform line manager of any issues that may arise. 
• Mentoring staff, to ensure process, procedures and systems are implemented.
• Support the aim and principles of Navigate Charity and the Wisermoney partnership service. 
• Exploring solutions to resolve issues for clients, funders and partner agencies
• Participate in recruitment and selection activities as required.
• To undertake any duties commensurate with the role and as part of professional and individual development.

Person Specification

• Qualifications - The successful candidate will need to have or agree to obtain the IMA Certificate in Money Advice Practice within 4 months of commencing in the role. 

Essential - The successful candidate will evidence:-

• Specialist Money Adviser experienced in the delivery of money/debt advice – the regulatory environment and best practice models of delivery 
• Ability to work as part of a team or on own initiative 
• Ability to think creatively 
• Ability to work to deadlines 
• Excellent attention to detail 
• A client focused approach to service delivery 
• Excellent communication skills 
• Competent IT skills 
• Ability to travel across the counties of Devon and Somerset. 

Desirable - The successful candidate may evidence:

• Knowledge/experience of Social Policy 
• Knowledge/experience of FCA regulation 
• Qualifications and/or experience in Leadership and Management.