People, Training and Development Manager
37 hours per week (reduced hours considered)
Salary starting at NJC Scale 31 (£39,186)
Hybrid Working
We provide free, confidential, and independent advice to help local people overcome their problems. We are a voice for our clients on the issues that matter to them.
We are seeking a special candidate to join our advice team in a role where you will make a real difference.
This is an exciting opportunity for a People, Training and Development Manager who will lead on coordinating the design and delivery of training across the organisation, oversee coaching and support to staff, volunteers and trustees, and to assess and monitor quality of advice across the organisation.
We are looking for a candidate with experience of creating and delivering training, people management and performance management, preferably within an advice setting.
The role sits within the Senior Leadership Team who work closely together to deliver all workstreams across the organisation in a collaborative and supportive way.
You should understand and support the goals, principles, and commitment to equal opportunities of Citizens Advice.
Benefits
- 7% pension contribution
- Holiday: 24 days pa plus Bank Holidays. One additional day each 12 months. Up to four days Christmas closure
- Death in Service insurance/ EAP schemes
- Variety of learning and development options
Closing date: 9 am Wednesday 20th November 2024
Interviews to be held: Week commencing Monday 25th November 2024
Interviews will include a formal presentation on a specific topic and a panel interview with the CEO and two Trustees.
Job Description
Employer: Cambridge & District Citizens Advice
Responsible to: CEO
Based at: 66 Devonshire Road, Cambridge, CB1 2BL
Purpose of Role: The post holder is responsible for coordinating design and delivery of training, coaching and support to staff, volunteers and trustees, and to assess and monitor quality of advice across the organisation.
Workforce development
- Work within the SLT to ensure the number of trained staff and volunteers meets the demands of the service.
- Work within SLT to develop, review and monitor the organisation’s training and workforce strategy and embed this in a positive and engaging way across the organisation.
- Oversee the recruitment, induction and onboarding process to ensure a good calibre of candidates and fair and transparent process for internal and external recruitment.
- Oversee the recruitment and selection of new starters in accordance with Citizens Advice policies on Equality, Diversity and Inclusion.
- Review and implement standard good practice for annual reviews and 1:1s for staff, volunteers and Trustees in coordination with the HR Lead and Volunteer Development Lead.
- Lead on recruitment, training and ongoing support of Trustees alongside other members of SLT.
Trainee deployment, development and retention
- Work within SLT to proactively identify gaps in service delivery to inform focused recruitment and retention of staff and volunteers, with an emphasis on responding to increasing or changing demand as appropriate.
- Develop and deliver a personalised model of support, assessing and understanding individual needs and making reasonable adjustments to ensure inclusivity
- Organise shadowing and buddying arrangements, developing skills within the team to complement this
- Ensure that trainees are provided with ongoing support, coaching and mentoring as they work towards reaching competence in their role.
- Monitor trainee progress through activities like observations, listening to calls, checking case notes and doing Independent File Reviews. Ensure completion of required sections in the Learning and Assessment Record (LAR).
Organisational Training
- Lead on, and help to deliver, training and development for all staff and volunteers, and guide people through their individual Learning and Assessment Record (LAR).
- Plan training cycles, devise lesson plans and deliver inclusive training across the organisation to meet quality standards.
- Support the individual training needs of current staff and volunteers with bespoke training and development plans.
- Co-ordinate an annual training calendar providing a series of standalone training sessions to be delivered to all staff and volunteers to refresh or update knowledge on specific enquiry areas e.g. outcomes, safeguarding, case recording, benefit checks.
- Liaise with key members of the team who provide expert training to ensure regular sessions are agreed, scheduled and promoted.
Staff Development and Coaching
- Work with each member of staff to develop a bespoke professional development plan which encompasses their annual CPD requirements (role specific), their objectives, goals and training needs for their current role and captures their longer-term aspirations and future direction within the organisation or elsewhere.
- Explore individual development opportunities to support staff to work towards gaining the skills and experience needed to progress e.g. trusteeships, delivering training, practising line management by supervising volunteers.
- Lead on succession planning across the organisation in relation to key individual roles and workstreams by proactively scoping out where future gaps may appear and how we will fill them utilising existing staff and volunteers seeking development and growth.
Managing quality of advice
- Be responsible for driving continuous improvement within the organisation across all advice and casework services, this includes identifying trends with case checking, QAA and IFRs.
- Review feedback from the internal Quality of Advice Assessors and summaries of IFRs to identify any areas of learning that need addressing.
- Provide training to members of the team to improve quality of advice and casework given.
- Lead on establishing good practice with regarding to case checking, QAA and IFRs.
Community training and development
- Lead on raising awareness of training opportunities provided by CCAB in the local community, through increasing publicity and working with local networks.
- Co-ordinate the planning and delivery of free information sessions and paid for training sessions within the local community.
Financial Management
- Contribute to decisions on allocation of resource needs of the organisational contracts and staffing.
- Actively manage the training budget to ensure this remains on track, provides good value for money and to assess and approve training requests.
Professional Development
- Attend internal and external training courses to expand current skills and experiences.
- Take an active role in promoting and representing the organisation at external high-level meetings, conferences and networking sessions to highlight our work.
- Contribute to the SLT developing a performance culture among a group of diverse, talented individuals.
Line Management
- Responsible for the day-to-day management of direct reports and their workload.
- Ensure the effective performance management and development of direct reports through regular supervision sessions, appraisals and learning and development.
- Plan and allocate work, monitor achievement of deadlines and support direct reports as appropriate.
All staff at Cambridge and District Citizens Advice are required to have:
- Have a full commitment to the aims and vision for the organisation as laid out in the business plan and take part in annual processes such as business plan reviews, production of annual and other reports, etc.
- Have a commitment to on-going change management in order to achieve those aims and objectives
- Understand and commit to, the values, aims and principles of the service and its equal opportunities/diversity policies
- Have an active commitment to promoting Research and Campaigning as a key driver for effecting a positive change for our clients
- Have a commitment to working as a team player – supporting and respecting each other in a time of limited staff resource – having a flexible approach to covering functions that may be outside a specific job
- Abide by health and safety guidelines and share responsibility for your own safety and that of colleagues
- Undertake duties in a resource efficient way, minimising impacts to the environment wherever possible
- Attend meetings, conferences and events that may entail staying away overnight and to be able to occasionally work unsociable hours as required
- Undertake any other duties connected with the operation of the Bureau as may be required from time to time
Person Specification
| Essential | 1) Proven track record of delivering training, coaching and supporting groups and individuals, both online and in person to deliver engaging and accessible training
2) Experience of training within an advice setting 3) Experience of advice with in-depth knowledge of our main enquiry areas 4) Ability to develop competencies in advice work on the main enquiry areas 5) Ability to motivate individuals to improve their performance, skills and knowledge 6) Ability to give and receive feedback objectively and sensitively and a willingness to challenge constructively. 7) Good communication and interpersonal skills and ability to work with diverse audiences 8) Able to work with IT systems like emails, MS Office documents, CRM 9) Experience of managing budgets 10) Line management experience 11) Experience of developing and monitoring an organisational training strategy and individual training plans 12) Experience of implementing quality assurance processes 13) Willingness to commit to and work within the aims, principles and policies of the Citizens Advice service |
| Desirable | 14) Experience of delivering training to a wide range of audiences both remotely and face to face
15) Experience of managing and working with volunteers 16) Experience of working with the Citizens Advice Quality Framework 17) Ability to recruit, develop, lead and motivate staff and volunteers 18) Ability to create and deliver training models, combined with an understanding of adult learning techniques and theory |
Charity 1056102. Company 3191085. Financial Conduct Authority FRN: 617537