Advice Session Supervisor

We are looking for an experienced, motivated, and people‑centred Advice Session Supervisor to play a pivotal role in leading and managing the delivery of our advice services across both office‑based and community outreach settings. This is an exciting opportunity for someone who is passionate about supporting people, committed to high‑quality advice, and ready to take on a key leadership position within Citizens Advice Doncaster Borough.

As an Advice Session Supervisor, you will be responsible for ensuring that our advisers, volunteers, and supervisors are supported, confident, and equipped to deliver excellent advice to clients across the city. You will oversee the smooth running of advice sessions, provide technical guidance, carry out case checking, and ensure that the team remains up to date with training, development, and Citizens Advice quality standards. Your leadership will help shape the experience of both clients and colleagues, making this a role with real impact.

About the Role

In this role, you will take the lead in coordinating and supervising the delivery of our generalist and specialist advice services. You will work across multiple locations, including our central office and a range of community venues, ensuring that our services are accessible, responsive, and delivered to the highest standard. You will be a visible and supportive presence for advisers and volunteers, helping them navigate complex cases, manage workloads, and maintain a positive and collaborative working environment.

You will also play a central role in ensuring that our advice meets Citizens Advice quality standards. This includes conducting case checks, reviewing files, supporting remedial actions, and ensuring that all team members understand and follow best practice. You will help maintain a culture of continuous improvement, encouraging learning, reflection, and professional development across the team.

This is a role that requires strong people management skills, sound advice knowledge, and the ability to motivate and empower others. You will need to be resilient, calm under pressure, and able to make confident decisions in a fast‑paced and evolving environment. You will also need to be flexible and willing to travel between locations across Doncaster as part of your day‑to‑day work.

Key Responsibilities

Team Leadership and Line Management

A core part of your role will be to supervise and support a team of advisers, volunteers, and supervisors. You will help ensure that they deliver high‑quality, accurate advice to service users and partners. This includes conducting regular supervision meetings, appraisals, and performance reviews, as well as supporting recruitment, induction, and ongoing development. You will promote a culture of collaboration, learning, and inclusion, helping team members feel valued, supported, and confident in their roles.

Service Delivery Oversight

You will oversee the smooth delivery of advice services across all channels, including in‑person, telephone, online, and outreach settings. This involves monitoring session flow, responding to operational pressures, and ensuring that safeguarding concerns are managed appropriately. You will also support rota planning and resource allocation, ensuring that staffing levels meet demand and that services remain accessible and efficient.

Quality and Compliance

Maintaining high standards of advice is central to the Citizens Advice service. You will oversee quality assurance processes, ensuring that advice meets Citizens Advice standards and that casework is accurate, compliant, and client‑centred. You will conduct case checks, independent file reviews, and support remedial actions where needed. You will also help ensure that advisers, supervisors, and volunteers complete required tasks and follow up on actions in a timely manner. Your work will help maintain the integrity and reliability of our service.

Technical Support and Guidance

As a point of escalation for complex advice queries, you will provide technical guidance to supervisors, advisers, and volunteers. You will help ensure that technical knowledge is shared across the team and that colleagues feel supported when dealing with challenging or unusual cases. You will also contribute to internal training and continuing professional development activities, helping build capacity and confidence across the organisation.

Training and Development

You will ensure that all supervisors, advisers, and volunteers are up to date with mandatory and role‑specific training. This includes monitoring attendance at refresher events, promoting a learning culture, and liaising with internal trainers to coordinate support and capacity building. You will also be responsible for maintaining your own professional development, ensuring that your knowledge and skills remain current and aligned with role requirements.

Service Development and Data Monitoring

You will use data, KPIs, and trends to inform improvements and plan service delivery. This includes supporting the development and implementation of new projects, contributing to funding bids, and engaging with partners and stakeholders to extend the reach and impact of our services. You will help ensure that our provision meets the needs of diverse client groups and that we continue to innovate and adapt in response to emerging issues.

Research and Campaigns

As part of the wider Citizens Advice mission, you will support research and campaigns work by providing information on clients’ circumstances and the issues they face. You will help gather statistical information, contribute to reports, and alert colleagues to local and national issues that may require advocacy or policy change. Your insights will help shape the organisation’s voice and influence.

Person Specification

Essential Criteria

- At least one year’s experience supervising advice services or managing advice teams.

- A strong understanding of regulated advice delivery, including areas such as debt, benefits, and housing.

- Proven ability to manage people and deliver effective operational leadership.

- Experience conducting case checks and applying Citizens Advice quality standards.

- Strong interpersonal and problem‑solving skills.

- Access to a vehicle and willingness to travel across Doncaster.

- An understanding of local and national issues affecting people who access advice services.

Desirable Criteria

- Experience building relationships with partners and external organisations.

- Experience working within community settings.

- Proven experience working towards targets and delivering funded projects.

- Experience providing advice directly to clients.

- Familiarity with Citizens Advice systems, processes, and service models.

A DBS check may be required in line with Citizens Advice national policy. A criminal record will not necessarily prevent you from being considered for the role.

Terms and Conditions

- Salary: £28,000 – £31,700 per year, depending on experience.

- Hours: 37 hours per week, with some requirement for out‑of‑hours remote supervision.

- Annual Leave: 28 days including bank holidays and associated days for full‑time staff.

What We Offer

We are proud to be a National Living Wage employer and are committed to ensuring that all staff are paid fairly and competitively. At Citizens Advice Doncaster Borough, we value our people and offer a comprehensive benefits package designed to support your health, wellbeing, and professional growth.

This includes:

- Access to the Cycle to Work scheme.

- Membership of the Westfield Health Cash Plan, offering money back on everyday healthcare costs.

- A tailored induction and ongoing training with opportunities for continuous professional development.

- A collaborative, supportive team environment with regular peer support and knowledge sharing.

- The option to join our pension scheme through NEST, including employer contributions.

Our Values

We are inventive, generous, and responsible. We embrace new ideas, learn from mistakes, and adapt when things aren’t working. We work together, share knowledge, and treat everyone with respect. We keep our promises, use resources effectively, and remember that we work for a charity with a mission to support people in need.