Citizens Advice is a charity dedicated to providing free, confidential, and impartial advice to help people overcome their problems. We empower individuals to take control of their lives, offering support on a wide range of issues such as debt, housing, employment, and more. Join us and make a real difference in the local community as part of our busy and dynamic team.
Hours: Full time – 36 hours (there is some flexibility for the right candidate)
Salary: £26,994 – £28,922 dependent on experience
Main Purpose of Job
* To be responsible for the delivery of all aspects of our advice services via telephone, email/web, in person and at outreach venues.
* To line manage team leads, debt caseworkers and the energy adviser and support them in achieving high standards of accessible advice services.
* To oversee the use of our volunteer adviser resources to cover each of our advice channels in the most effective way.
* To liaise with the training lead to ensure we have sufficient, well trained volunteer advice resources to deliver our service.
* To ensure cover for Advice Session Supervisors when needed
* To provide training, guidance and support on client records, telephone channel and quality standards
* To design and implement improvements to our advice processes based on best practice, leading and gaining buy-in from team members as necessary.
* To be overall responsible for the quality of our advice in line with our Quality of Advice framework and IFR's to drive the organisation towards excellence in quality.
* To be responsible for ensuring Debt technical supervision is in placeand carry out continuous professional development activities and duties within the organisation.
* In maintaining quality, you will need to inspire and motivate your team and provide focussed individual support where necessary to achieve internal and external quality and KPI standards
* To drive a culture of continuous workforce development where a rigorous but supportive approach is adopted
* You will identify the best quality tools and execute investigations/analysis to improve workforce competency and quality across the organisation, and support our brand reputation
* Monitor and track performance progress of the service and of individuals against targets, achievement of deadlines and support staff as appropriate
* To undertake regular team meetings in line with the organisation's quality expectations
* To undertake regular formal supervisions and review meetings
* Create a positive working environment in which equality and diversity are well managed, dignity at work is upheld and staff can do their best
* Encourage good teamwork and lines of communication between all staff and volunteers
* Ensure the core contracts are appropriately staffed at all times to achieve the expected standards and targets.
Full Role Description can be requested as part of the full application pack.
Job Types: Full-time, Permanent
Pay: £26,994.00-£28,922.00 per year
Benefits:
* Company pension
* Health & wellbeing programme
* Sick pay
Work Location: In person
Application deadline: 16/09/2025