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Training Officer

Gloucester

The role

North and West Gloucestershire Citizens Advice provides advice and information services to over 15,000 people every year. This is done through a team of volunteers.

All our volunteers are fully trained and supported before they start delivering advice services to the community.

Role purpose

You will work closely with the Core services manager to ensure high quality training and support for all trainees. You will be responsible for ensuring that the volunteers are trained to exceptional standard for face-to-face, telephone and email advice channels. You will also be responsible for the training and induction of staff to an agreed level.

Role profile

Volunteer Recruitment and Selection

➢ Promote volunteer opportunities, using different channels to target identified groups, as appropriate
➢ Deliver recruitment and selection activities that ensure a fit between the organisations needs and the volunteer’s and staff expectations
➢ Ensure new volunteers and staff have a quality induction into the learning programme for their role.

Support and Supervision

➢ Ensure the effective performance management of volunteers through regular supervision sessions and the appraisal process. This may also apply to staff in conjunction with the line manager
➢ Help to organise activities to recognise and reward volunteers are in place and delivered.
➢ Ensure volunteers and staff are aware of the policies and procedures in place to manage how they operate within the organisation.

➢ Create a positive working environment in which equality and diversity are well- managed, dignity at work is upheld and people can do their best.

Training

➢ Assist trainees and other staff through self-learning modules and review progress on a regular basis.
➢ Provide face-to-face and digital assistance with practical activities such as preparing emails, contacting client by phone and assisting clients face to face.
➢ Ensure trainees and other staff are informed of the activities, content and practical issues in the Citizens Advice learning programmes.
➢ Research, design and deliver training programmes, sessions, lesson plans and materials.

Administration

➢ Provide oral and or written reports on progress for the line manager.
➢ Ensure trainees are booked on to training courses, events and stocks of training materials are maintained.

Person specification
Essential Criteria

1. Ability to communicate effectively orally and in writing, particularly in an education and development setting.
2. Ability to manage volunteers, volunteering issues and a commitment to the value of volunteering.
3. Ability to contribute to, implement and deliver training modules, combined with understanding of adult learning techniques / theories.
4. Ability to give and receive feedback objectively and sensitively. A willingness to challenge constructively.

5. Experience of providing advice / training in Citizen Advice setting or equivalent is desirable, but not essential.

Terms and conditions

Pension: Contribution of 7% based on 4% employee contribution

Employee Assistance Scheme: Health Assured

Birthday Leave: Take a day to celebrate your annual personal milestone. This leave does not form part of your annual leave entitlement.

Christmas Closure: Our office will be closed between Christmas and New Year’s, and these days won’t count towards your holiday entitlement.

Flexible Working Policy: Includes compressed hours, flexitime, homeworking/hybrid

Want to chat about this role?

If you want to chat about the role further, you can contact Mariam Bhamla on the number to the right of this advert.

Applying for this post

To apply for this post, please complete our internal application form by clicking on Apply Now.

Salary: £25,000 - £28,783 (dependent on experience)

Apply Now

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