Team Leader & Advice Session Supervisor

Team Leader & Advice Session Supervisor: Job description

Responsible To: Operations Manager

Role purpose: To ensure Citizen’s Advice quality of advice standards are met and maintained

Salary Scale: 3.1 – 2.4 £30,471 – £33,297 FTE. P/T hours will be considered

Key work areas and tasks

• Supervise advisers and caseworkers – both paid and volunteers.
• Attend project meetings with partners, if required.
• Set up new projects by liaising with partners and funders and supporting with the recruitment process.
• Lead on an aspect of the advice service – area to be determined

Service delivery including supervision responsibilities

• Be responsible for the day-to-day organisation and operation of the advice and information services, face to face, by telephone and on-line, including the smooth operation of the waiting room, and ensuring that the session is properly staffed with trained workers
• Ensure that appropriate client records are established and maintained in a confidential environment, liaising with the Operations Manager where appropriate
• Manage the practicalities of an information and advice session
• Supervise the work of volunteer supervisors (when we have them)
• Act as consultant to the advisers.
• Ensure delivery of agreed level of service and adequate staff cover.
• Monitor the quality of advice provided to clients during advice sessions.
• Monitor quality of work from case records and through Independent File Reviews (where applicable).
• Develop and maintain standards of service delivery.
• Ensure that appropriate systems are developed and maintained for case recording, statistics, follow up work and quality control.
• Undertake advice work as and when required.
• Ensure all relevant policies and procedures are followed during the advice session.
• Ensure, in conjunction with the Operations Manager, the development of research and campaigns activities and instigate systems and procedures.

Research and Campaigns (social policy work) and monitoring

• Assist with social policy work by providing information about clients’ circumstances through the appropriate channel.
• Research and campaigns, monitoring and relationship building.
• Assist with the development and implementation, in conjunction with the Operations Manager and in consultation with other charity workers, the Charity’s Research and Campaigns Plan.
• Assist with research and campaigns work by providing information about clients’ circumstances through the appropriate channel.

Administration

• Maintain and monitor effective and efficient administrative systems.
• Monitor health and safety policy with regard to staff, equipment and premises within statutory requirements.
• Ensure complaints are brought to the Bureau Manager’s attention as soon as is practicable.

Training and development

• Identify and implement own training and development needs (in consultation with the Operations Manager)
• Identify the training needs of charity workers through support and supervision and contribute towards the charity’s training and development plans
• Contribute to organising training activities in conjunction, as appropriate, with the Operations Manager
• Contribute to the induction and on-going training of charity workers within the team

Planning and development

• Continually review the advice service operation and seek ways of improving standards of service provision
• Ensure that all workers within the advice services team are up-to-date with service issues and developments
• Advise the Advice Services Manager on staffing and service delivery issues
• Participate in Citizens Advice initiatives as appropriate
• Coordinate activities, procedures and systems so as to promote common policies and practices

Other duties and responsibilities

• Abide by health and safety guidelines and share responsibility for own safety and that of colleagues
• Abide by data security and information assurance guidelines
• Ensure that work undertaken reflects and supports the Citizens Advice service’s equality and diversity strategy
• Any other relevant tasks or duties required to ensure the effective running of the charity and our services

Person specification

Essential criteria

• Two years’ recent and ongoing experience of advice work.
• Experience of managing volunteers and caseworkers.
• Ability to demonstrate how s/he keeps knowledge up to date.
• Ability to analyse and interpret complex information.
• Understanding of the importance of support, development and motivation.
• Effective oral communication skills
• Effective writing skills.
• Understanding of the issues involved in interviewing clients.
• Numerate to the level required by the tasks.
• Ability to prioritise own work and the work of others, meet deadlines and manage workload in a pressured environment.
• Ability to use IT in the provision of advice and the preparation of reports and submissions.
• Ability to give and receive feedback objectively and sensitively and a willingness to challenge constructively.
• Ability and willingness to work as part of a team.
• Ability to monitor and maintain recording systems and procedures.
• Understanding of the issues affecting society and their implications for clients and service provision.
• Understanding of and commitment to the aims and principles of the CA service and its equal opportunities policies.

Desirable criteria

• Experience working as an Advice Supervisor for Citizens Advice
• Experience of working within a Citizens Advice charity
• Experience of working with the public in an advisory capacity

Click here to download the Team Leader-Job-Pack-March 2026

Click here to download the Application Form.