Advice Operations Manager

Are you a dynamic and motivated leader looking to make a real difference?

Citizens Advice New Forest is seeking an Advice Operations Manager to lead our dedicated team of staff and volunteers in delivering exceptional, high-quality advice services to our community. This is a pivotal role, working closely with the Chief Executive to oversee the daily running and development of our advice operation, including face-to-face support for our most vulnerable clients to meet evolving community needs.

We are looking for someone with:

• Proven leadership skills and the ability to inspire and support a diverse team.

• Strong operational management experience, ideally in advice services or a similar environment.

• A good understanding of welfare benefits, housing, employment, and debt advice.

• A commitment to equality, diversity, and inclusion in all aspects of their work.

• Excellent communication and collaboration skills to work effectively with stakeholders across the district.

Whether you’re experienced in advice services or have transferable skills from another sector, we’d love to hear from you. We welcome candidates who are proactive, adaptable, and passionate about making a difference, with the opportunity to grow professionally within our supportive and flexible workplace.

Key responsibilities include:

• Ensuring the smooth and high-quality delivery of our Generalist Advice Service.

• Overseeing staff and volunteer recruitment, training and performance.

• Managing compliance with legal and regulatory requirements, including safeguarding and quality assurance.

• Supporting advocacy efforts to address issues affecting our clients at local and national levels.

Citizens Advice New Forest is committed to equity, diversity, and inclusion and actively encourages applications from people underrepresented in our organization and sector, including people of colour, LGBTQ+ people, and disabled people.