Chief Executive - Citizens Advice Exeter

Chief Executive
        Background to the role
The Chief Executive, under the terms of a Partnership Agreement, works across
both Citizens Advice charities in Exeter and Torbay. Whilst employed by Citizens
Advice Exeter, the Chief Executive reports to both Trustee Board’s and is
accountable to the Joint Working Group which oversees the Partnership
Agreement arrangements. In recognition of the added responsibilities of leading
two local Citizens Advice charities, the role attracts a 10% special responsibility
allowance.

Last year, Citizens Advice Exeter helped15,053 clients through a mix of on-line
services, self-help facilities, telephone access, telephone appointment interviews
and training, and dealt with 29,658 individual problems. In addition, we achieved
financial gains for clients of some £4.15m. In Torbay, we helped 5,956, and dealt
with 16,109 individual problems. In addition, we achieved financial gains for
clients of some £0.71m. Citizens Advice Exeter works within a two-tier local
government structure, whilst Citizens Advice Torbay works within a unitary local
government structure.

National Citizens Advice impact research shows people are equally satisfied with
our services across phones, chat and face to face, and that even during the
pandemic over 80% of people found our services accessible. In the year ahead,
we must deepen our understanding and adapt our service for those we don’t
reach.

Both charity’s sit in the top quartile nationally in terms of advice quality,
governance, management, finance and operational performance management,
with client and workforce satisfaction remaining high despite the challenges of
the pandemic.

    We recognise the positive value of diversity, promote equality and
  challenge discrimination. We welcome and encourage job applications
                     from people of all backgrounds.

Terms and Conditions
   Contract type: Permanent

   Hours of work: 37.5 hours per week

   Salary: £41,344 - £44,983 (including 10% special responsibility allowance
    to recognise the added responsibility of leading two local Citizens Advice
    charities)

   Annual Leave: 25 days per annum, plus public holidays

   Pension: Government Workplace Pension, subject to qualifying earnings

   Responsible to:

          Trustee Board Exeter (via Chair of Trustees)

          Trustee Board Torbay (via Chair of Trustees)

          Joint Working Group        (Exeter   and   Torbay   for   partnership
          responsibilities)

   Responsible for:   The workforce of both Charities (paid and unpaid)

   Direct line management responsibility:

       Exeter - Assistant Chief Executive, Operations Manager, Project and
       Contract staff

       Torbay – Advice Services Manager, Project and Contract staff

   Place of Work: Citizens Advice Exeter, Dix’s Field, Exeter, with widesrpead
    travel between Exeter and Torbay, and options for remote home working.

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Role profile
Overall Purpose of the Post

To be responsible to the Trustee Boards for the efficient running of the charity
ensuring that:

   The charities conform with Charity Commission and Companies House
    requirements
   The charities conform with Citizens Advice membership requirements and
    nationally agreed policies;
   The charities conform with all policies and requirements agreed by the
    Board of Trustees
   The charities are staffed at all times by properly trained workers who
    provide a high quality of service to the public;
   Proper administrative systems are maintained;
   The charities maintain appropriate liaison with other local statutory and
    voluntary agencies, professional bodies and the media;
   Opportunities for development are identified and progressed and forward
    planning is undertaken to ensure that the charities are able to respond to
    local needs;
   The Trustee Boards are able to fulfil their roles through the provision of
    information, consultation, and policy recommendations.

Key work areas and tasks:

Planning and development

      In conjunction with the Trustee Boards, develop, implement and monitor
       the business and development plans as required by the Citizens Advice
       Membership Scheme.
      Translate organisational objectives into team and individual work plans
       with clear and realistic targets.
      Maintain an awareness of the operating environment such as those
       legislative developments, social trends and local needs which are likely to
       affect demand for advice and opportunities for service development.
      Ensure the development of IT and other resource needs and strategies
       within Citizens Advice guidelines.
      Participate in Citizens Advice initiatives as appropriate and contribute to
       the work of national and regional committees and working parties.

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   Manage the development of the service to ensure that the promotion of
       equality of opportunity and challenging discrimination are central to the
       strategic development of the charities, their management and their
       services to clients.

Supporting the Trustee Board

      Arrange and attend meetings of the charities' Trustee Boards and
       Committees, including the annual general meetings and any special
       general meetings.
      Advise the Trustee Boards on financial, staffing and service delivery issues
       and on compliance with the Citizens Advice Membership Scheme and all
       other relevant legislation, e.g. company and charity law, health and safety,
       employment etc.
      Report to the Trustee Boards on progress against the business
       development plan and agreed objectives.
      Prepare and draft the organisations' annual reports.

Service delivery

      Develop the provision of specialist advice services.
      Maintain an awareness of organisational and technological developments
       and ensure that the service operates in ways which make best possible
       use of the resources available.
      Ensure, delegating as appropriate, that each service location is adequately
       managed, staffed and resourced.
      Develop and maintain common practices to ensure that standards of
       service delivery are met and appropriate systems are in place for staff
       supervision, case recording, statistics, follow-up work and quality control.

Resource acquisition

      Research and respond to advice needs, in particular the needs of
       identified disadvantaged groups and the different geographical and
       demographical areas.
      Develop the organisations' funding base by identifying potential funding
       opportunities consistent with the aims of the organisations’ and the
       operating environment, and applying for funding as agreed by the Trustee
       Boards.
      Negotiate and review all grants and service agreements in consultation
       with the Trustee Boards, ensuring that existing services are adequately
       funded and appropriate grant applications are made.

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   Maintain appropriate relations with funders, fulfilling all reporting
      requirements and ensuring compliance with contracts.

Financial management

     Responsible for ensuring the maintenance of day-to-day financial control
      of the charities within budget heads agreed by the trustee boards.
     Ensure that all finances are properly administered and monitored and
      that appropriate financial regulations and controls are in place and in use
      at all times.
     Advise on the proper allocation of resources.
     Ensure the preparation and review of detailed budgets for approval by the
      Trustee Boards in conjunction with the treasurer and / or appropriate
      committee and auditors/independent examiners.
     Make regular reports to the Trustee Boards on income, expenditure and
      any variations from budgets.
     Oversee the correct preparation of accounts and financial statements in
      conjunction with the treasurer and / or appropriate committee and
      auditors/independent examiners.
     Ensure that all financial reporting obligations are met in relation to
      submissions for funding, grant aid, contracts and any other initiatives.
     Act as cheque signatory and authorise expenditure up to limits as agreed
      by the Trustee Boards.

Staff management

     Ensure that all staff are line-managed effectively through the provision of
      regular support and supervision, annual appraisal meetings and training.
     Convene and chair regular meetings of the management teams.
     Convene and chair regular meetings of all paid and unpaid staff and
      negotiate with staff reps, union reps, volunteer reps as necessary and
      appropriate.
     Establish and implement a recruitment and staff development policy in
      conjunction with the appropriate committees.
     In accordance with Citizens Advice and organisational procedures, assist
      the Trustee Boards in implementing and monitoring employment policies
      and procedures.

Public relations, research and campaigning

     Promote and protect the aims, principles, policies, interests and
      reputation of the Citizens Advice service both locally and nationally and
      ensure that the organisation has a high profile at all times.

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   Ensure the development of research and campaigning activity and
       instigate systems and procedures in line with the policy requirements of
       the Membership Scheme.
      Develop and oversee appropriate publicity through effective relations with
       the media and other community organisations, and through public
       speaking.
      Develop effective relations with appropriate authorities, agencies,
       organisations and individuals at local and national levels, including
       councillors, MPs and local and national statutory and non-statutory
       organisations.
      Liaise with Citizens Advice and contribute to its work at regional and
       national levels where appropriate.

Administration

      Regularly evaluate staff training and development needs and ensure that
       training and development needs are identified and met in accordance
       with Citizens Advice standards.
      Ensure that each member of staff has a training and development plan.
      Identify and implement plans for own training and development needs.

Other duties and responsibilities

      Establish, maintain and monitor effective administrative systems.
      Establish, maintain and monitor complaints procedures in accordance
       with Citizens Advice requirements.
      Ensure that the charity is adequately accommodated and equipped in
       consideration of the needs of clients and staff and the effective operation
       of the service.
      Ensure that health and safety policies and procedures for staff, premises
       and equipment are agreed and maintained and comply with statutory
       requirements.
      Abide by health and safety guidelines and share responsibility for own
       safety and that of colleagues
      Use IT as required for the role
      Abide by data security and information assurance guidelines
      Ensure that work undertaken reflects and supports the Citizens Advice
       service’s equality and diversity strategy
      Undertake such other duties as may lie within the scope of this post to
       ensure effective service delivery and development of the charity.

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Person specification
Essential

1.    Understanding of equalities and diversity best practice and legislative
      requirements in relation to service delivery, business development and
      recruitment of staff and volunteers.
2.    Ability to devise and implement strategic development and resource
      plans, particularly in the areas of service development, staff development
      and the management of change.
3.    Experience of financial responsibility for a budget and ability to manage a
      budget under the guidance of the treasurer.
4.    Capability of influencing external change and the ability to earn and
      maintain the trust of those people with whom the charity deals, especially
      funding bodies.
5.    Ability to lead and contribute to the team, including the ability to prioritise
      work, identify and develop ideas and opportunities, delegate effectively,
      handle pressure and take day-to-day decisions on the running of the
      organisations.
6.    Excellent interpersonal skills including the ability to motivate staff and
      volunteers and work effectively in partnership with Trustees
7.    Demonstrable knowledge and experience of internal change
      management.
8.    Excellent communication skills, including the ability to communicate
      effectively in person and in writing with individuals and with a wide variety
      of organisations, and to research and interpret complex information and
      produce clear verbal and written reports.
9.    Willingness to learn and develop.
10.   Project management experience.

Desirable

11.   Understanding of and commitment to Citizens Advice aims, principles, and
      equality and diversity policy.
12.   Understanding of the voluntary sector and, in particular, knowledge of the
      strategic and policy environment in which the advice sector operates.
13.   Broad understanding of the operation of local and national government
      and the administration of public and legal services, including an
      understanding of commissioning.
14.   Experience of working with a Board of Trustees, or similar

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15.   Experience of fundraising and the ability to undertake fundraising and
      marketing activities.
16.   Demonstrable knowledge of, and experience in, human resource
      management including recruitment, training and development, and
      motivation, particularly in the voluntary sector.
17.   Ability to manage service provision from split locations and / or different
      functions.
18.   Experience of developing quality standards and monitoring service
      delivery against agreed targets.
19.   Experience of managing ICT in a business environment, including
      experience of using basic IT packages, ICT business planning, developing
      and maintaining management information systems and procedures, and
      managing supplier relationships.

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