Frontline Co-ordinator, Telephony Services - Citizens Advice and Rights Fife

Citizens Advice and Rights Fife (CARF) is Fife’s leading independent advice organisation providing holistic advice and support to local people for over 25 years.

With demand on the organisation ever increasing, a terrific opportunity has arisen within our Extended Management Team to oversee our telephony service. With recent changes in how CARF delivers services, our telephony offering is more important than ever before, with most clients first contact with us via the phone.

The successful applicant will co-ordinate and oversee the telephone advice provision across CARF in a consistent manner, delivering the highest possible service to those requiring telephone advice. Whilst this role is predominantly related to telephone advice provision, the post holder is expected to line manage a small number of standalone projects and to provide all necessary support to volunteers undertaking telephone related advice roles.

Critical to the success of our telephony offering are our volunteers and the post holder will be expected to engage, support and develop new and existing volunteers, alongside existing Bureau Co-ordinators.

All members of the Extended Management Team are key contributors to the wider strategic management of the organisation as well as being expected to input into various internal working groups along with supporting the Service Delivery Manager.

This is a new role within CARF and will require a self-motivated, enthusiastic individual who understands telephony service delivery. Experience in delivering telephony related services would be advantageous. You will have a good standard of education, high quality personal skills, with an understanding nature and excellent people skills. Experience of working in an advice giving capacity and/or a knowledge or interest in the social security system would be advantageous but not essential.