Advice Services Manager

About the role

We are seeking an Advice Services Manager to lead the delivery and quality of advice services across a portfolio of funded projects. Working closely with the Operations Team, you will supervise both paid and volunteer advisers, ensuring services meet Citizens Advice standards and funder expectations.

Key responsibilities

• Deliver advice services in line with targets, quality standards, and funder requirements.
• Monitor advice quality through regular case checks and file reviews.
• Provide day‑to‑day supervision, guidance, and support to paid and volunteer advisers.
• Make operational decisions, escalating strategic issues when needed.
• Support advisers with complex casework across multiple subject areas.
• Ensure accurate, timely case recording using systems such as CASTLE.
• Maintain effective case‑management, reporting, and follow‑up processes.
• Support project delivery, monitor activity, and contribute to reporting.
• Manage relationships with partners and funders, identifying risks and issues.
• Line‑manage advisers, allocate workloads, and oversee performance and development.
• Promote a positive team environment and ensure policy compliance.
• Lead induction, training, and ongoing development for advisers and volunteers.

Required profile

• Proven experience in the advice sector, preferably with welfare‑rights knowledge.
• Strong leadership and line‑management capabilities.
• Ability to supervise both paid staff and volunteers.
• Experience in quality assurance, case checking, and project coordination.
• Excellent organisational and communication skills.

Required skills

• Proficiency with the CASTLE case‑management system.

What we offer

• Opportunity to lead a dedicated team of advisers.
• Engagement with funded community projects.
• Professional development in advice service delivery.