Job Type: Permanent
Salary: £30,960 per annum
Hours: 37 hours per week
Location: West Norfolk based in King's Lynn
Pension: 4.5% employer contribution
Annual Leave: 25 days plus bank holidays
The role
As Locality Manager, you will lead and develop Citizens Advice services across the King’s Lynn area, including managing local offices and outreach provision. You will ensure people receive timely, high‑quality advice, while supporting staff and volunteers to deliver services that respond to local need.
This is a varied leadership role combining service management, people development and community engagement, with a clear focus on quality, outcomes and accessibility.
Key responsibilities
You will:
* Lead the day‑to‑day delivery of advice services across King’s Lynn offices and outreach locations
* Support, supervise and develop staff and volunteers, including recruitment, training and performance reviews
* Ensure advice quality through case checking, quality assurance and adherence to Citizens Advice standards
* Record outcomes accurately and contribute to reporting for funders and stakeholders
* Manage referrals, safeguarding concerns and risk appropriately
* Develop and maintain effective relationships with local partners and community organisations
* Oversee office facilities, health and safety, data protection and safeguarding responsibilities
* Contribute to service development, helping extend access and reach within the local community
About you
You are values‑driven, organised and confident in leading others, with a strong commitment to improving outcomes for people facing disadvantage. You are motivated by helping ensure everyone can access free, confidential, impartial and independent advice.
You will bring a collaborative and inclusive leadership style, bringing positive relationships with staff, volunteers and partners. You will have strong communication, organisational and digital skills, and the ability to balance competing priorities while maintaining high standards of service delivery.
Essential Skills
* Experience managing or supporting people including staff and/or volunteers
* Strong communication skills with the ability to build trusted, professional relationships with colleagues, partners and clients
* A good understanding of equality, diversity and inclusion and how this applies within advice services
* Ability to monitor service quality, manage risk and deliver against agreed outcomes and targets
* Confident IT skills and experience using digital systems for case recording and reporting
* Commitment to continuous professional development and maintaining high professional standards
Desirable
* Experience working in advice services or as an accredited adviser
* Knowledge of key advice areas such as welfare benefits, debt, housing or employment
* Experience supporting, coordinating or supervising volunteers
* Understanding of safeguarding and responsibilities and referral pathways within advice or support services
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