Citizens Advice Bury & Bolton (CABB) is a leading provider of legal advice and information, supporting thousands of clients every year. We are a busy, client focused and dynamic service with a track record of delivering high quality advice face to face, over the phone and digitally.
Our communities are facing unprecedented challenges with rising costs. The rising cost-of-living continues to directly impact individuals and families, with more people than ever in negative budgets, debt and housing crises.
This role would provide direct line management to the following teams:
- Client Services Team - the initial access points for up to 80% of clients accessing our services. From client facing work at our local town centre premises through to processing our online referral forms, this team is integral to ensuring that clients can access our services.
- Volunteer Team – led by 2 part-time volunteer supervisors, our team of 30 volunteers deliver advice to clients over the phone and face to face. Delivering over 6000 hours of volunteering per year, this team has increased by 50% in the past 12 months and is continuing to grow across the organisation.
- Community Outreach Team – responsible for delivering community outreach advice sessions across Bury and Bolton, as well as representing CABB in local/ neighbourhood meetings and building relationships with key community stakeholders. This team attended over 700 sessions in 2025, and with increased resources we now envisage this to continue increasing, ensuring we are delivering advice to our clients in the spaces and places they feel comfortable in, removing barriers to advice.
These teams collectively make up our client access points, in 2025-2026 supporting over 16,000 clients to access our services and receive information, guidance and advice.
There’s no ‘average’ day for our teams – each client, case and community location is different. You will be responsible for supporting these teams, enhancing the service and ensuring that we are able to provide high quality information, guidance and advice to clients when they access our services.
You will be part of the Delivery Leadership Team, a well-established team of managers responsible for their areas of specialist advice.
This is a fantastic opportunity for personal and professional development, where you will be fully supported in this role, with development opportunities available.
About you:
- Experience of managing operational/ client facing teams (preferably within the advice sector but not essential),
- Excellent interpersonal skills to engage with a diverse range of team members, clients and stakeholders,
- Great communication and networking skills to represent CABB at community meetings and events,
- Organisational skills with the ability to adapt, prioritise deadlines and competing tasks in a fast-paced environment,
- Be empathetic, compassionate and resilient, understand how to use trauma informed approaches,
- A genuine passion for place-based support and breaking down barriers for clients.
Key tasks within this role include:
- Hold responsibility for ensuring our client access points is best able to meet local need, is effectively managed, consistently delivered and developed to provide an accessible, inclusive and high-quality service to residents in our local communities.
- Represent and liaise with stakeholders including local authority representatives, community leaders and funders.
Please double check you have the right level of experience and qualifications by reading the full overview of this opportunity below.
Attend and contribute to community-based, VCSE and Local Authority meetings and events. - Proactively seek new opportunities to develop our community outreach sessions, focusing on areas with high index of multiple deprivation, and communities not represented within our client base.
- Using quantitative and qualitative data, prepare regular funder reports, ensuring all teams are accurately recording client and case data on our case management systems.
- Develop knowledge within the teams to enhance the client journey, from signposting and referral information through to the development of new and innovative ways to deliver advice to clients.
Application Process
- To view the full job pack (including role description and person specification) please see the job pack attached.
- Please submit copy of CV and Cover Letter as set out in job pack.
Please note we will be actively interviewing and shortlisting candidates during the application stage and reserve the right to close the vacancy early.
We believe inclusion is a social justice issue - a principle that underpins our EDI work. To that end, we particularly welcome applications from local individuals who are representative of the local communities we serve - this is not just a matter of diversity but of strategic importance to ensure our services are grounded in the realities of our communities.
If you would like an informal conversation about this role or the application process, you can book a meeting with our HR Team (link available within the job pack). xwzovoh
Benefits
We value the people who work here. The following are included within the employee remuneration packages as standard;
- A flexible 35 hour working week (for full time employees)
- Generous holiday entitlement – starting at 25 days per year, increasing to 30 (in addition to bank holidays), pro-rata for part time
- Additional day off for your Birthday
- 5% employer contribution pension scheme
- Income protection insurance
- Access to 24/7 confidential telephone counselling and structured counselling support
- Access to online GP and telephone counselling services
- Enhanced family friendly leave and occupational sick leave
- Access to ‘Blue Light Card’ and other charity discount schemes