Advice Session Supervisor

Job Title

Advice Session Supervisor

Job Description

Department: Advice ServicesLocation: Hertsmere including Bushey and Potters BarReports to: Advice Services ManagerSalary Range: £32,500 to £34,000 pro rata depending on experienceContract Type: PermanentHours: 22 hours per week

Role Purpose

To supervise the delivery of high-quality advice services across multiple channels (face-to-face, telephone, email, webchat), ensuring that clients receive accurate, timely, and empathetic support. The Advice Session Supervisor will lead and support a team of advisers and volunteers, uphold Citizens Advice standards, and contribute to service development and quality assurance.

Key Responsibilities

• Session Supervision: Oversee daily advice sessions, ensuring smooth operation and effective client service; provide real-time support and guidance to advisers and volunteers; manage session logistics, including rota coordination and resource allocation; assist with call backs and respond to email enquiries.
• Quality Assurance: Conduct case checks and file reviews in line with Citizens Advice quality standards; identify and address advice quality issues and training needs; support continuous improvement through feedback and coaching.
• Staff and Volunteer Support: Assist in the induction, training, and development of new and existing volunteers and staff; provide mentoring and technical support to ensure competence and confidence.
• Service Monitoring and Reporting: Monitor service delivery against KPIs and targets; support the Advice Services Manager in identifying trends and service gaps.
• Research and Campaigns: Encourage and support the collection of evidence for social policy work; promote awareness of local and national campaigns.

Person Specification

Essential Criteria

• Proven experience supervising advice sessions or delivering generalist/specialist advice.
• Strong working knowledge of key advice areas (e.g., welfare benefits, housing, debt).
• Ability to meet Citizens Advice competence requirements.
• Excellent interpersonal, communication, and organisational skills.
• Commitment to equality, diversity, and inclusion.

Desirable Criteria

• Experience working within the Citizens Advice network.
• Familiarity with Citizens Advice case management and quality assurance systems.
• Ability to adapt to changing service needs and work flexibly.

Working Conditions and Benefits

• Competitive Salary
• 6 weeks annual leave
• Workplace Pension
• Contractual Sick Pay
• Free Parking

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