Volunteer and Outreach Supervisor

Salary £34,000 – £36,000 per annum (depending on experience). Location: Across the London Borough of Lewisham, including Bellingham and Downham. Contract: Fixed-term (aligned to project funding). Hours: 35 hours per week. Travel: Regular travel required across community locations in Lewisham. Reporting to: Advice Services Manager.

About the Role

Citizens Advice Lewisham is pleased to be working in partnership with the Merchant Taylors’ Foundation to deliver an ambitious and community-focused Training Academy. This programme will establish sustainable, community-based advice hubs while equipping local residents with the skills, knowledge and confidence to become trained volunteer advisers. The Volunteer and Outreach Supervisor will play a central role in the success of this initiative.

Role Purpose

The purpose of the role is to ensure the effective delivery of outreach advice services and the successful development of volunteers within the Training Academy. The postholder will ensure that services are accessible, well-coordinated and delivered to a high standard, while supporting volunteers to progress into confident and competent advisers.

Key Responsibilities

• The Volunteer and Outreach Supervisor will lead on the recruitment, training and ongoing development of volunteers.
• This will involve identifying and attracting individuals from local communities, ensuring inclusive and accessible recruitment processes, and supporting volunteers through structured training pathways.
• The postholder will provide regular supervision, mentoring and feedback, helping volunteers to build confidence and develop the skills required to deliver advice effectively.
• They will also maintain accurate records of volunteer progression and contribute to the continuous improvement of training provision.
• Alongside this, the role will take responsibility for coordinating outreach services across a range of community settings.
• This will include planning and scheduling sessions, ensuring appropriate staffing and resources are in place, and working flexibly across multiple locations.
• A key focus of the role will be to ensure that services reach those who need them most, particularly individuals facing barriers to accessing traditional advice channels.
• The postholder will play an important role in maintaining the quality of advice provision.
• This will include supervising volunteers delivering advice, reviewing casework, and providing constructive feedback to ensure compliance with Citizens Advice standards.
• Where issues are identified, the Supervisor will take a supportive and developmental approach, ensuring that learning needs are addressed and that clients receive accurate and effective advice at all times.
• Developing strong relationships with local partners will also be central to the role.
• The postholder will work closely with community organisations, statutory services and referral partners to ensure effective collaboration and to promote awareness of the service.
• They will contribute to engagement activity that strengthens the visibility and accessibility of advice provision within the community.
• The role will also involve maintaining accurate records, contributing to monitoring and reporting requirements, and supporting the evaluation of the programme.
• This includes tracking volunteer outcomes, service delivery and client impact, ensuring that the project meets its objectives and demonstrates its value.
• More broadly, the postholder will contribute to the wider work of the organisation, working collaboratively with colleagues, supporting service development and upholding a strong commitment to equality, diversity and inclusion.

Person Specification

• Experience of working with, supporting or managing volunteers.
• Experience of coordinating services, ideally in a community or outreach setting.
• Understanding of advice services or similar client-focused support provision.
• Knowledge of working with vulnerable or diverse communities.
• Awareness of learning, training or development approaches.
• Accredited as Citizens Advice Supervisor or equivalent Qualification.
• Strong verbal and written communication skills.
• Ability to motivate, support and develop individuals.
• Ability to organise and coordinate work across multiple locations.
• Ability to monitor performance and maintain quality standards.
• Strong problem-solving skills and sound judgement.
• Good IT skills, including ability to maintain accurate records and reports.
• Commitment to the aims, principles and values of Citizens Advice.
• Strong commitment to equality, diversity and inclusion.
• Ability to work independently and as part of a team.
• Flexible, adaptable and proactive approach.
• Strong organisational skills and attention to detail.
• Ability to build positive working relationships with a range of stakeholders.
• Experience of partnership working across voluntary, community or statutory sectors.
• Knowledge of quality assurance frameworks within advice services.

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