Advice Services Manager

We are recruiting an Advice Services Manager who is responsible for the day-to-day delivery and quality of advice services across a portfolio of funded projects, working closely with the Operations Team, paid and voluntary advisers. The post-holder will line manage a team of paid advisers, alongside supporting volunteer advisers, ensuring services are well-organised, responsive, and delivered to a consistently high standard in line with Citizens Advice requirements and funder expectations. This is a hands-on role, combining team leadership, supervision, case checking, and project coordination. The post-holder will use their experience of the advice sector, including welfare rights, to support advisers and maintain the quality and consistency of advice across the service.

Key responsibilities

• Service Delivery and Quality Assurance
  • Advice services are delivered in line with agreed targets, quality standards, and funder requirements.
  • Monitor the quality of advice through regular case checking and file reviews.
  • Provide day-to-day supervision, guidance, and support to paid and volunteer advisers.
  • Take day-to-day decisions to ensure effective service delivery and escalate strategic issues as appropriate.
  • Support advisers with more complex casework across a range of subject areas.
  • Ensure accurate and timely case recording, including effective use of systems such as CASTLE.
  • Maintain effective processes for case management, reporting, and follow-up work.
• Project Management
  • Support the delivery of funded projects, ensuring work is organised and progressing as planned.
  • Monitor project activity and contribute to reporting requirements.
  • Maintain effective working relationships with partners and funders.
  • Identify and raise any risks or issues affecting delivery.
  • Support effective internal and external referral pathways to ensure clients access appropriate specialist advice.
• Leadership and Line Management
  • Line manage a team of Advisers, supporting their day-to-day work, performance, and development.
  • Allocate and monitor workloads across the team in line with service needs.
  • Provide regular formal and informal supervision and practical support.
  • Support the development of paid and volunteer advisers.
  • Promote a positive and supportive team environment.
  • Ensure policies and procedures are followed consistently.
• Training and Development
  • Support the induction and ongoing development of Advisers and volunteers.
  • Contribute to internal training activities where required.
  • Identify learning needs within the team and support development.
  • Maintain and update own knowledge across advice areas.
• Social Policy
  • Encourage and support advisers to take a proactive approach to social policy and campaigning, using client casework to highlight issues and contribute to influencing change.
• Administration and Reporting
  • Ensure accurate and timely completion of project monitoring and funder reports.
  • Maintain appropriate administrative systems.
  • Support the use of data to monitor service performance.
• Other Duties
  • Undertake advice work where required.
  • Participate in team and operational meetings.
  • Work occasional evenings or weekends to support outreach activity.
  • Carry out any other reasonable duties in line with the role.

Person specification

• Experience
  • Experience of delivering high-quality advice across a range of subject areas, including welfare rights.
  • Experience of supervising or supporting advisers (e.g. session supervision, project coordination, or team leadership).
  • Experience of working within a quality assurance framework, including case checking and maintaining standards.
  • Experience of managing workloads and prioritising own work and that of others in a busy environment.
  • Experience of supporting staff or volunteers through training, coaching, or development.
  • Experience of effective administration, including use of IT systems to support service delivery.
  • Experience of line management of staff or caseworkers.
  • Recent experience of working to Citizens Advice or Scottish National Standards for Advice and Information Providers.
  • Experience of working on or supporting funded projects.
• Skills & Attributes
  • Ability to plan, prioritise and manage competing demands with minimal supervision.
  • Ability to provide constructive feedback and challenge appropriately.
  • Ability to remain calm, organised, and effective in a busy or pressured environment.
  • Strong interpersonal skills, with the ability to build effective working relationships.
  • Ability to analyse information and make sound, balanced decisions.
  • Ability to support and guide others in delivering high-quality advice.
  • Ability to work collaboratively as part of a team.
  • Confident using IT systems in advice delivery and reporting.
  • Ability to respond appropriately to complex or sensitive situations.
  • Ability to produce reports for funders or senior management.
  • Ability to identify opportunities for service improvement and support implementation.
• Knowledge
  • Excellent working knowledge of welfare benefits and a broad understanding of advice areas (e.g. housing, debt, energy, employment, consumer issues).
  • Understanding of advice quality standards and client-focused service delivery.
  • Awareness of the advice sector and the role of Citizens Advice services.
  • Understanding of client confidentiality, GDPR, and data protection requirements.
  • Awareness of the needs of the local community and barriers to accessing advice.
  • Understanding of case recording systems (e.g. CASTLE) and their importance in monitoring and reporting.
  • Awareness of funder requirements, including outcomes, case recording, and reporting.
  • Understanding of triage and advice service delivery models.
  • Knowledge of energy advice provision or related services.
  • Commitment to the aims and principles of the Citizens Advice service.
  • Commitment to equality, diversity, and inclusion.
  • Commitment to a team-based and collaborative approach.
  • Support for the role of volunteers within service delivery.
  • Commitment to delivering high standards of client service.
  • Willingness to learn and undertake ongoing professional development.
• Other Requirements
  • Willingness to undertake relevant training.
  • Ability to work flexibly, including occasional evenings or weekends.
  • Experience of managing multiple projects or workstreams.