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MANAGER – LOCAL SERVICES DEPARTMENT

PLYMOUTH CITIZENS ADVICE BUREAUX
33,593.04 - 36,786.88 per year
Plymouth
Full-time
18th June 2026
Listed today

Permanent contract Full time – 37 hours per weekSalary scale – £33,593.04 – £34,747.44 – £35,709.44 – £36,786.88 per annumClosing date – Thursday 18.06.2026 at 09:00amInterviews – w/c Monday 29.06.2026

THE ROLE:

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 employer for this post is Citizens Advice Plymouth. 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.

WHAT WE ARE LOOKING FOR IN YOU:

You will be an excellent people manager with experience inspiring and motivating teams to achieve high-quality standards and meet performance targets. You will care about people, understand what motivates individuals, and adapt your leadership style to get the best from your team. You will be confident producing data led reports, leading meetings, quality assessing advice work, and responding effectively to the evolving needs of the service.

You will ensure all policies and procedures are implemented consistently and fairly and work within Citizens Advice Plymouth’s aims and principles and regulatory frameworks. You will need to have the skills and knowledge to manage and support your team to provide information, support and guidance and be fully MAPS accredited to the appropriate supervisory standard.

You will be a positive leader and have a passion for supporting and developing people. You will need to be emotionally intelligent and resilient and able to handle conversations about a wide range of potentially upsetting topics, including mental health issues, difficult life situations, domestic or financial abuse, and suicide. You will manage difficult conversations well and not be afraid to tackle difficult situations head on. You will be confident to deal with safeguarding and suicidal conversations with our clients and are either a trained Mental Health First Aider or willing to become one.

People who thrive in this role are able to adapt to change and competing priorities quickly and calmly – working with people means sometimes things don’t go the way you thought, but you will be someone who enjoys using your initiative to adapt if things don’t go as planned. You will also be either a trained Fire Marshall or willing to become one.

You will be an excellent communicator – able to communicate assertively but calmly and compassionately, speak confidently to people at all levels of the organisation, and write clearly and concisely, avoiding the use of jargon where possible. You will take a non-judgmental approach and have the ability to accurately communicate messages and hold discussions to ensure transparency, consistency and understanding.

You will build strong relationships with stakeholders and develop different partnerships to ensure that all key performance indicators are exceeded.

You will have an excellent understanding of equity, diversity, inclusion and work to promote and enhance this through our organisation. You won’t be afraid to challenge staff, managers or leaders to help us remain legal, ethical and credible and make sure we are as equitable as possible in our people decisions.

You will need to have excellent organisation and time management skills and be able to work at a fast pace. You will be able to use the Microsoft 365 package effectively, including Word, Excel, PowerPoint, Teams etc. as well as Casebook and other internal systems. You will be confident using data and pulling reports to look for patterns, trends, and report on the service.

As an organisation we are open, honest and act with integrity and we expect the same from all our staff and volunteers. We treat everyone with dignity and respect, no matter who they are. You will understand the importance of confidentiality and data protection and will uphold the aims, principles and values of Citizens Advice Plymouth and proactively support and champion the charity in all areas of our work.

JOB PACK & APPLICATION FORM:

Please complete the application form in full. There are two versions of the same application form in different colours, please complete one form you find easiest to read and return.

TO APPLY:

1. Return your completed application to recruitment@citizensadviceplymouth.org.uk as soon as possible.

2. We’ll be shortlisting as applications are received.

3. Please let us know if you need us to adapt our application process so there are no barriers for you to apply.

4. The latest date/time for applications is 09:00 on Thursday 18th June 2026

5. Interviews will be held w/c Monday 29th June 2026.

Please note:

We reserve the right to close recruitment early or withdraw an advertised post at any time.
We are not accepting CV applications for this role.

ABOUT CITIZENS ADVICE PLYMOUTH:

Citizens Advice Plymouth is a resilient, creative and independent charity. It is part of the Citizens Advice national network of over 250 organisations that delivers advice and information across England and Wales.

We value diversity, promote equality and challenge discrimination. We encourage and welcome applications from suitably skilled candidates from all backgrounds.

Benefits (subject to eligibility) include:

  • 25 days annual leave + bank holidays + an additional 2.5 days between Christmas & New Year (pro rata)
  • Long term service leave – up to 5 additional days (pro rata)
  • Employee assistance programme.
  • Healthcare plan which includes money back on prescription charges etc.
  • Group stakeholder pension scheme
  • Cycle to work scheme
  • Flexible working, career breaks, enhanced contractual sick pay, support for parents & carers.
  • Learning & development – training and development with access to a wide range of online courses to develop your skills.
  • Death in Service cover (2 x annual salary)