Advice Service Supervisor

Advice Service Supervisor (Adviceline)

Hours: 18.5 hours per week

Contract: Permanent

Salary: £31,279 per annum, pro rata

Location: Ilkeston

About the role:

The Advice Service Supervisor will be part of a supervision team overseeing the delivery of high-quality telephone-based advice through our Adviceline. Reporting to the Advice Service Manager responsible for the service, the role involves supervising staff and volunteer advisers, managing the smooth running of advice sessions, maintaining quality standards, and providing operational and technical support. Working closely with colleagues across the service, the postholder will help ensure Adviceline is accessible, well-staffed and responsive to our client’s needs.

A key focus of the role is supporting, motivating and developing staff and volunteers, creating a positive and inclusive working environment where people feel confident, valued and able to deliver the best possible advice to clients.

Who we are looking for:

The ideal candidate will have:

• Previous advice experience, including up to date knowledge of welfare benefits systems

• Experience in supervising, coaching, developing or mentoring staff and/or volunteers

• Ability to provide clear, supportive and constructive feedback

• Ability to stay focused, calm and decisive when working in a busy and noisy setting

• Strong digital skills, including confident use of case management systems

• Previous experience of working in a fast-paced telephone service environment

• A commitment to the aims and principles of Citizens Advice