Job Title
Advice Session Supervisor
Job Description
Department: Advice Services
Location: Hertsmere including Bushey and Potters Bar
Reports to: Advice Services Manager
Salary Range: £32,500 to £34,000 pro rata depending on experience
Contract Type: Permanent
Hours: 22 hours per week
Role Purpose
To supervise the delivery of high-quality advice services across multiple channels (face-to-face, telephone, email, webchat), ensuring that clients receive accurate, timely, and empathetic support. The Advice Session Supervisor will lead and support a team of advisers and volunteers, uphold Citizens Advice standards, and contribute to service development and quality assurance.
Key Responsibilities
* Session Supervision: Oversee daily advice sessions, ensuring smooth operation and effective client service; provide real-time support and guidance to advisers and volunteers; manage session logistics, including rota coordination and resource allocation; assist with call backs and respond to email enquiries.
* Quality Assurance: Conduct case checks and file reviews in line with Citizens Advice quality standards; identify and address advice quality issues and training needs; support continuous improvement through feedback and coaching.
* Staff and Volunteer Support: Assist in the induction, training, and development of new and existing volunteers and staff; provide mentoring and technical support to ensure competence and confidence.
* Service Monitoring and Reporting: Monitor service delivery against KPIs and targets; support the Advice Services Manager in identifying trends and service gaps.
* Research and Campaigns: Encourage and support the collection of evidence for social policy work; promote awareness of local and national campaigns.
Person Specification
Essential Criteria
* Proven experience supervising advice sessions or delivering generalist/specialist advice.
* Strong working knowledge of key advice areas (e.g., welfare benefits, housing, debt).
* Ability to meet Citizens Advice competence requirements.
* Excellent interpersonal, communication, and organisational skills.
* Commitment to equality, diversity, and inclusion.
Desirable Criteria
* Experience working within the Citizens Advice network.
* Familiarity with Citizens Advice case management and quality assurance systems.
* Ability to adapt to changing service needs and work flexibly.
Working Conditions and Benefits
* Competitive Salary
* 6 weeks annual leave
* Workplace Pension
* Contractual Sick Pay
* Free Parking
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