Programme: Scottish Financial Health Service Helpline

Programme: Scottish Financial Health Service Helpline Post: Call Centre Team Leader Terms & Conditions: Fixed term contract to 31st March 2015 Hours: Part-Time, 24 hours per week (with possible over-time) Wage: £12.73 per hour + 6% pension contribution Office Base: Money Advice Scotland Office, Glasgow Start date: 10 December 2014

Background From next year, Money Advice Scotland will operate the ‘Scottish Financial Health Service’ telephone helpline on behalf of the Scottish Government. A new service, it will be accessed by a freephone telephone number and offer help to the public in finding options to solve issues with their money. This will involve referring members of the public to other not-for-profit organisations, such as debt councillors, housing specialists and Money Advice Scotland’s own financial capability officers. This role offers an opportunity to work for a charity, making a genuinely positive difference by helping members of the public, many of whom will be suffering with significant financial difficulties and other problems.

We are seeking an individual to lead this service with the ability to supervise staff, manage the staffing rota, gathering data and produce reports. The successful candidate will also need to act as a telephone adviser, requiring excellent communication skills, a keen eye for detail and a strong desire to help people.

For further details, please refer to the job description which details the responsibilities, knowledge and skills requirements for this post. The Money Advice Scotland application form must be completed and returned by e-mail to: [email protected]

TEL: 0141 572 0237

Money Advice Scotland, Suite 410, Pentagon Centre, 36 Washington Street, Glasgow, G3 8AZ

Closing date: All completed applications to be received by 5pm on Monday 24th November 2014

Interview dates: All interviews will be conducted on or close to the 26th November 2014. Job description Call Centre Team Leader Responsibilities

 Leading the Scottish Financial Health Service telephone helpline, including line-management of staff and the staffing rota  Gathering data about the types of calls being received and producing associated reports to be shared with our management and the Scottish Government  Handling calls, making an initial assessment of callers’ circumstances and referring to the appropriate source(s) of help  Helping maintain relationships with the other bodies we refer to  Delivering or assisting with training for other members of the team  Undertaking any other reasonable tasks required

Call Centre Team Leader Knowledge and Skills Requirements Minimum  Outstanding organisational skills  Excellent communication and inter-personal skills  A proven track record of gathering data and writing reports  Competent IT skills  Ability to manage staff  A strong desire to help people in a non-judgmental fashion Desirable  Experience of call centres and handling calls  A proven track record of supervising staff and managing staffing rotas, particularly in call centre environments  Knowledge of money advice, financial inclusion issues, welfare benefits, housing issues and / or other problems people may face when dealing with money  A current knowledge of Scottish statutory debt solutions  Experience of delivering or assisting with training  A willingness to be flexible and to work over-time when required

What you will get out of the role You’ll be working for one of Scotland’s leading charities in a stimulating and challenging role. The new ‘Scottish Financial Health Service’ is a once-in-a-generation opportunity to help improve peoples’ money skills, having a genuinely positive impact on both those in financial difficulty and those simply looking to be better with money. We know our work can result in improvements in many aspects of peoples’ lives, not just their finances.

The role will also give you the opportunity to develop and work with a wide range of people both within our vibrant office and externally.

Other information This job will involve working evenings and weekends. This project is supported by the Scottish Government but successful candidates will be directly employed by Money Advice Scotland