The Role
We are recruiting for a Manager for our Local Services Department. You will lead the team of Gateway Assessors to work across multiple platforms, including digital channels, telephone, and face‑to‑face services. This is a fast‑paced environment, and you will ensure consistent, efficient delivery of this essential part of our service to keep up with client demand. A core part of this responsibility involves using your excellent knowledge of data to monitor performance, identify trends, manage demand, and drive continuous improvement in the service.
You will manage both paid staff and volunteers, ensuring they provide consistently high standards of information and customer service. This includes coaching, developing and mentoring your team as they deliver a holistic service to clients, and understanding the difference in law between paid staff and volunteers.
You will oversee the day‑to‑day running of the project and act as the first point of contact for your teams for any next steps and support with safeguarding and questions. This includes full line management responsibility, carrying out all associated HR processes, and leading by example in line with the Citizens Advice Plymouth behaviour framework.
You may sometimes need to provide support across all projects within the department and remain flexible to meet the operational needs of the service.
This role is full‑time in the office and does not have a hybrid working pattern.
The role is 37 hours a week (9‑5 Monday‑Thursday and 9‑4:30 on Fridays) on a permanent basis. Part‑time hours will be considered.
For further information please refer to the job pack and advert on our website.
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