The Advice Manager (Outreach) is responsible to lead on all outreach activities offered by the service, take on complex cases, and manage casework allocation. The aim of the role is to ensure high quality advice to students and lead on the outreach work aimed at improving the experience of students and help prevent issues escalating.

The post holder will:

• Lead on the development and delivery of outreach activities to improve the proactive support that the service offers
• Supervise two caseworkers and support the casework team to be a high performing team who provide an advice service that is open and available to all KCL students
• Provide high quality advice and casework to KCL students using their expert knowledge and experience to help students get the best outcomes
• Manage own caseload of complex cases and support the caseworker team to deal with the peaks in demand and complex or urgent cases
• Support and equip student officers with relevant facts, case studies and information students to support their campaigns and active membership of KCL committees
• Develop expert knowledge of relevant KCL regulations and procedures, and relevant legislation
• Work in partnership with the Advice Manager (Training and Development), the Advice Manager (Triage) and the Student Wellbeing Manager to encourage a positive team spirit and a collaborative work approach

Responsibilities for this role include:

• Manage the delivery and development of Advice Servce by collaborating closely with the Advice Manager (Training and Development) and the Advice Manager (Triage)
• Manage the delivery of all KCLSU Advice outreach by collaborating closely with KCLSU Student Wellbeing Manager
• Lead the development of the Advice outreach so it responds to the needs of underrepresented groups while building awareness and educating students
• Lead the outreach activities by developing projects and initiatives for all students that raise awareness of procedures and regulations and ensure students have access to support throughout their student experience
• Manage two caseworkers and support their development, completing file reviews to ensure the quality and consistency of the advice delivered
• Support with complex cases and be responsible for cases being picked up in times of need
• Manage own caseload and provide expert knowledge on all areas of advice covered by the service
• Lead partnership building across King's and KCLSU to build awareness and collaborative working while being a role model to the team for engaging with other teams and events
• Role-model and lead Advice involvement in KCLSU activities such as Welcome, Take Time Out, Wellbeing Week, Wellbeing Hubs and cover in times of sickness to ensure a consistent presence of Advice
• Support the Head of Advice and Wellbeing to build an advice service that is accessible to all KCL students, for students currently underrepresented in our community profile

Candidate Specification?:

Essential Qualifications

• Relevant professional qualification i.e. in information, advice and guidance, counselling, casework, advice management, community engagement

Experience:

• Passed probation in KCLSU
• Supervising, managing or coaching others.
• Delivery of casework, advice, community outreach or advocacy.
• Keeping effective and confidential records with an eye for detail and accuracy.
• Working in a helping role with people facing difficult circumstances; in particular those which may require additional support due to their physical disability, mental health difficulties, specific learning difficulties and/or neurodiversity

Knowledge:

• Understanding of the issues affecting students in Higher Education
• Negotiation, influencing and stakeholder management.

Skills:

• A team player, willing and actively seeking opportunities to collaborate with colleagues and other departments.
• Able to give feedback to others to help in the development of their roles.
• Time management skills, supervising others to deliver deadlines to a consistently high standard.
• Ability to work flexibly, managing work time and prioritising effectively between projects, supervision and casework.
• Written and verbal communication skills: able to relate to a variety of audiences in an appropriate manner and explain complex regulations and technical processes simply.
• Ability to work under pressure and have a positive attitude towards problem solving and decision making, encouraging team members to find creative solutions to problems.
• IT Skills (Microsoft Office and Case Management System)
• Ability to professionally support others without judgement in difficult situations through active listening and empathy
• IT skills including Microsoft Office and Case Management systems.
• Working under pressure with a positive attitude towards problem solving and decision making.

Desirable Qualifications:

• Qualification or evidence of professional development in advice

Knowledge:

• Key legislation and its relevance to students in Higher Education (such as Equality Act, Consumer Rights Act 2015)

Aptitude:

• Consistently striving to offer excellent, high quality and consistent customer service.
• A commitment to the principle and practices of equality and diversity and provision of an accessible service.
• Able and willing to actively demonstrate KCLSU’s values.

Application Process

If this is you, please download and complete an application form and an equal opportunities monitoring form from below and email both directly to [email protected]

Download the application form here

Download the job pack here

Download the equal opportunities form here

Our values

You will see on our Job Pack that we are a equal opportunities employer and we live by our 4 main values: Inclusive, Collaborative, Open and Brave. KCLSU is a fun, social and flexible work environment which offers opportunities for development as well as great staff benefits.

Benefits of Working for KCLSU include:

• Hybrid Working Policy 
• Pension Contribution
• Interest Free Season Ticket Loan & Computer Loan
• Cycle to work Scheme
• Enhanced Sick Pay
• Enhanced Maternity and Paternity Pay
• Eye Tests & single focal glasses allowance
• 25 days annual leave plus bank holidays and university closure days
• Discounts at KCLSU venues
• £30 wellbeing allowance per term
• Employee Assistance Programme
• "No meeting Friday" ethos
• Death in Service

At KCLSU Equality, Diversity and Inclusion are at the heart of everything we do and we endeavor to ensure equal treatment of all candidates. We welcome a diverse range of applicants and are open to discussing flexibility with the right candidate. Reasonable adjustments will be made for candidates with disabilities at all stages of the recruitment and selection process, and to ensure that a successful candidate with a disability can undertake the post.

Eligibility

To be eligible to apply for this role you must:

• Be eligible to work in the UK, and provide proof of this (i.e. a passport/visa) when asked by KCLSU. Please note that KCLSU is unable to offer visa sponsorship.
• Have a National Insurance number, or be in the process of applying for one
• Not be a trustee of King’s College London Students’ Union