Get documents about "CITIZENS ADVICE
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- 8/30/2012
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Document Sample
Citizens Advice Job Pack
Please find enclosed:
Role Profile
Person Specification
Terms and Conditions
Service Development and Design Departmental Structure
Head of Service
Development and
Design
Service Implementation &
Development Proving -Adviceline
& Design Manager Manager
Service Development Service Pilot Projects Project Coordinator Team Leader – Team Leader – Adviceline
Consultant x 4 fte Design i.e. Debt 1 x fte Adviceline Adviceline Development
Consultants Management Plan
Implementation Operations Consultant
Implementation Operations
Officers x 2 Assistant x 2fte
plus 4 fte (fixed
term contracts)
ROLE PROFILE
Job title: Head of Service Development and Design
Date: August 2011
Band: Executive Management
Proficient salary: Up to £55,000 plus £3,520 London allowance if applicable
Location: Flexible
Reporting to: Director of Strategic Development and Innovation
Role purpose:
To provide leadership and direction in relation to:
the development, design, implementation and proving of new
services;
the review, re-shaping and development of existing services.
across the whole of the Citizens Advice service, and to lead and
manage teams working in this area.
This work will be carried out in consultation and working closely with
Network Operations Division colleagues.
%
Key Key elements/tasks time
accountabilities
1. Strategic As part of the Divisional Senior Management Team (SMT), 30
Direction, ensure there is a clear direction from vision and strategy to
planning and operational plans and the direction is:
leadership
Widely communicated and understood.
Achieves buy in from those within and outside of
Service Development and Design.
Develop and maintain internal and external partnerships to
ensure delivery of high quality services.
Lead on the identification and development of new strategic
opportunities, working with teams from across Citizens Advice
and the external market to ensure our approach is co-
ordinated and helps us to deliver our strategic goals.
Work with colleagues to implement and manage a service
development and design approach including a robust
approach to service level and quality management.
Ensure that the work of Service Development and Design
reflects and supports the service’s Equality and Diversity
Strategy.
Work with colleagues from across the whole service to ensure
that appropriate mechanisms are in place so that products
and services are responsive to changing needs and customer
feedback.
2. Service Coordinate the strategic development of service areas and 20
Delivery new income generation products for the development, design
and implementation of new services and initiatives.
Ensure effective transition of projects from bidding through
development to implementation working with others across
Citizens Advice.
Identify opportunities for service improvement and implement
strategies to deliver those improvements.
Ensure new services and initiatives are effectively built,
prototyped, tested and piloted as appropriate prior to
transferring such services to business as usual.
Implement and manage an effective ‘gating system’ for the
development and delivery of new projects and services across
the Citizens Advice service.
Work with colleagues within Citizens Advice and bureaux to
ensure effective response to bidding opportunities, and
assisting with the service development and design element of
funding applications to ensure the best possible bids are put
forward.
2. People Lead and manage staff teams to deliver in key areas of 20
Management service development and design, and implementation and
proving activity, through:
creating a positive working environment, in which equality
and diversity are well-managed and staff can do their best;
planning and allocating work, monitoring achievement of
objectives and targets, and providing support as
appropriate;
managing performance and development, mainly through
regular supervision and the Appraisal (PDR) process;
recruitment and induction of new staff.
3. Financial Responsible for the financial performance of the department 5
Management including meeting performance management and financial
forecasting deadlines and complying with year end budget
holder responsibilities.
Set and deliver against accurate budget.
Demonstrate financial efficiency and value for money
throughout the department.
4. Ensure appropriate and effective communication of strategies 20
Communication and work plans to relevant parties.
Ensure effective communications with Citizens Advice and
Citizens Advice Bureaux regarding the whole of the
department product/service offering.
Work with external partners, including bureaux, in the
development, design, implementation and proving of products
and services.
Work with colleagues across the organisation to maintain and
position the Service so as to benefit from current and future
partnership arrangements.
Support the development of national and local partnerships for
service development and design purposes, including
representing the Citizens Advice service in meetings.
Work with colleagues from Market Development and Sales to
design and develop new products and services to maximise
the potential for new revenue streams.
Work with colleagues across the organisation to ensure that
service development and design activities are relevant and
responsive to external need or demand.
5. Other Undertake such other duties and tasks as may be reasonably 5
required within the scope of the role.
PERSON SPECIFICATION
1. Proven ability in a management role with the ability to lead and motivate a
geographically dispersed professional staff team delivering high profile
services across multiple disciplines.
2. Ability to create a positive working environment in which equality and diversity
are well managed, dignity at work is upheld and all managers and staff are
empowered and motivated to do their best.
3. Proven ability to manage the design and delivery of new services within an
advice-giving environment.
4. Demonstrable knowledge and application of project management
methodologies (such as Prince II).
5. Track record of delivering large-scale public services across multiple
platforms.
6. Demonstrable ability in financial management and budgetary control and
business planning.
7. Financial modelling skills.
8. Excellent verbal, written and presentation skills, including the ability to inspire
a range of audiences.
9. Excellent networking and negotiation skills and the ability to build long-term
professional relationships with existing and potential partners and funders.
10. Ability to work within a complex organisation and to encourage awareness of
revenue generation and partnership working opportunities at all levels.
11. Ability to work effectively under pressure and within deadlines.
12. Ability to use IT packages, including word processing, spreadsheet and
presentation packages and the ability use email and maintain an electronic
diary.
13. A good, up to date understanding of equality and diversity and its application
to the development and design of services.
14. Ability to commit to and work within the aims, principles and policies of the
CAB service.
15. Willingness and ability to undertake regular travel, sometimes involving
overnight stays.
Desirable
16. Coaching and mentoring skills – or the willingness to undergo training to
develop these further.
TERMS AND CONDITIONS
1. PROFICIENT SALARY: Up to £55,000 plus £3,520 London Allowance if
applicable
Appointment may be at an initial salary level (90 or 95% of the proficient salary) or at
the proficient salary, depending upon skills and abilities as assessed during the
recruitment process.
2. ANNUAL/TOTAL LEAVE
Annual leave is 26 days pro rata per annum from 1st January to 31st December,
plus 4 fixed days (normally over Christmas and New Year). Additionally, there is
Long Service Leave of 1-5 days after 3-7 years service.
3. PENSION SCHEME
Citizens Advice provides a Group Stakeholder scheme. Further details of this
scheme will be provided to the successful applicant at offer and contract stage.
4. LEARNING AND DEVELOPMENT
Citizens Advice has a co-ordinated staff training and development strategy. This will
mean that training for your current job, and future career developments relevant to
Citizens Advice will be provided and you will be encouraged to take an active role.
5. INTEREST FREE LOANS
Interest-free loans are available to purchase season tickets for travel, and for career
development purposes. If you are a designated essential car user, interest-free car
loans are also available.
6. SALARY SACRIFICE SCHEMES
Citizens Advice offers childcare vouchers and operates a Cycle to Work scheme
which provide a tax-efficient method for employees to pay for childcare or purchase
a bicycle for commuting to work.
7. REMOVAL AND RELOCATION EXPENSES
Individuals appointed to permanent posts (i.e. excluding fixed term contracts) in
Citizens Advice are eligible for reimbursement of up to £500 to cover costs
associated with relocation and removal. Please ask for a copy of the full policy to
check your eligibility.
8. CRIMINAL RECORDS BUREAU (CRB) CHECKS
Some Citizens Advice positions may require the successful candidate to undergo a
CRB check. Further details can be obtained by contacting Human Resources on
0207 833 7021.
9. EQUALITY AND DIVERSITY
Citizens Advice recognises the positive value of diversity, promotes equality and
challenges unfair discrimination. We recognise people with different backgrounds,
skills, attitudes and experiences bring fresh ideas and perceptions, and we wish to
encourage and harness these differences to make our services more relevant and
approachable. Citizens Advice will not discriminate or tolerate discriminatory
behaviour on the grounds of race, colour, sex, transgender, disability, nationality,
national or ethnic origin, religion or belief, marital/partnership or family status, sexual
orientation, age, social class, educational background, employment status, working
pattern, trade union membership or any other irrelevant factor in any aspect of
employment.
Our values include a commitment to equality and fairness, and to valuing each other.
All our employees are expected to have read and understood our Equality and
Diversity Policy and to ensure they behave in accordance with its principles.
Breaches of the policy may lead to disciplinary action.
10. DIGNITY AT WORK
Citizens Advice is committed to providing a culture in which all staff value each other
and are able to work together to their full potential in an inclusive environment free
from harassment, bullying and other unacceptable forms of behaviour.
Unacceptable behaviour in the workplace will be actively dealt with, all complaints
will be taken seriously, confidentiality will be respected and victimisation of those that
raise complaints will not be tolerated.
Our values include commitments to work together and value each other - all our
employees are expected to have read and understood our Dignity at Work Policy
and to ensure they behave in accordance with its principles. All staff are responsible
for helping to create and maintain a positive and inclusive working environment free
from bullying and harassment. All managers have a particular responsibility for
ensuring a supportive and inclusive working environment in which dignity at work is
actively promoted.
11. PROBATIONARY POLICY
New appointments are subject to a six months probationary period. Performance is
reviewed after three months and again after six months. At the end of the
probationary period the outcome of the assessment may be confirmation of post;
notice of dismissal; or at Citizens Advice’s discretion, an extension of the
probationary period by a further three months.
12. POLITICAL IMPARTIALITY
An important part of the principle of impartiality is that Citizens Advice staff are seen
to be upholding the principle of party political impartiality. To avoid possible
misunderstanding or possible conflicts of interest guidelines have been established
on staff taking part in party political activities. More information on this and a copy of
the guidelines is available from the HR Division, telephone 0207 833 7021. If you
currently hold, or are intending to stand for local or national party political office, we
will expect you to tell us about this if shortlisted for interview.
13. LOCATION
Flexible
14. EMPLOYMENT STATUS
Permanent
15. FLEXIBILITY
Our roles are open to discussion about flexible working, which may include
arrangements such as part-time working, formalised flexitime, fixed (non-standard)
working hours, working from home and job-sharing.
16. HOURS OF WORK
36.25 hours per week
Citizens Advice is an operating name of The National Association of the
Citizens Advice Bureaux.
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