{ “@context”: “http://schema.org”, “@type”: “JobPosting”, “title”: “Advice Services Manager”, “description”: “
Overview
We are recruiting an Advice Services Manager who is responsible for the day-to-day delivery and quality of advice services across a portfolio of funded projects, working closely with the Operations Team, paid and voluntary advisers.
The post-holder will line manage a team of paid advisers, alongside supporting volunteer advisers, ensuring services are well-organised, responsive, and delivered to a consistently high standard in line with Citizens Advice requirements and funder expectations.
This is a hands-on role, combining team leadership, supervision, case checking, and project coordination. The post-holder will use their experience of the advice sector, including welfare rights, to support advisers and maintain the quality and consistency of advice across the service.
Key responsibilities
- Service Delivery and Quality Assurance
- Advice services are delivered in line with agreed targets, quality standards, and funder requirements
- Monitor the quality of advice through regular case checking and file reviews
- Provide day-to-day supervision, guidance, and support to paid and volunteer advisers
- Take day-to-day decisions to ensure effective service delivery and escalate strategic issues as appropriate
- Support advisers with more complex casework across a range of subject areas
- Ensure accurate and timely case recording, including effective use of systems such as CASTLE
- Maintain effective processes for case management, reporting, and follow-up work
- Project Management
- Support the delivery of funded projects, ensuring work is organised and progressing as planned
- Monitor project activity and contribute to reporting requirements
- Maintain effective working relationships with partners and funders
- Identify and raise any risks or issues affecting delivery
- Support effective internal and external referral pathways to ensure clients access appropriate specialist advice
- Leadership and Line Management
- Line manage a team of Advisers, supporting their day-to-day work, performance, and development
- Allocate and monitor workloads across the team in line with service needs
- Provide regular formal and informal supervision and practical support
- Support the development of paid and volunteer advisers
- Promote a positive and supportive team environment
- Ensure policies and procedures are followed consistently
- Training and Development
- Support the induction and ongoing development of Advisers and volunteers
- Contribute to internal training activities where required
- Identify learning needs within the team and support development
- Maintain and update own knowledge across advice areas
- Social Policy
- Encourage and support advisers to take a proactive approach to social policy and campaigning, using client casework to highlight issues and contribute to influencing change
- Administration and Reporting
- Ensure accurate and timely completion of project monitoring and funder reports
- Maintain appropriate administrative systems
- Support the use of data to monitor service performance
- Other Duties
- Undertake advice work where required
- Participate in team and operational meetings
- Work occasional evenings or weekends to support outreach activity
- Carry out any other reasonable duties in line with the role
Person specification
Experience
- Experience of delivering high-quality advice across a range of subject areas, including welfare rights
- Experience of supervising or supporting advisers (e.g. session supervision, project coordination, or team leadership)
- Experience of working within a quality assurance framework, including case checking and maintaining standards
- Experience of managing workloads and prioritising own work and that of others in a busy environment
- Experience of supporting staff or volunteers through training, coaching, or development
- Experience of effective administration, including use of IT systems to support service delivery
- Experience of line management of staff or caseworkers
- Recent experience of working to Citizens Advice or Scottish National Standards for Advice and Information Providers
- Experience of working on or supporting funded projects
Skills & Attributes
- Ability to plan, prioritise and manage competing demands with minimal supervision
- Ability to provide constructive feedback and challenge appropriately
- Ability to remain calm, organised, and effective in a busy or pressured environment
- Strong interpersonal skills, with the ability to build effective working relationships
- Ability to analyse information and make sound, balanced decisions
- Ability to support and guide others in delivering high-quality advice
- Ability to work collaboratively as part of a team
- Confident using IT systems in advice delivery and reporting
- Ability to respond appropriately to complex or sensitive situations
- Ability to produce reports for funders or senior management
- Ability to identify opportunities for service improvement and support implementation
Knowledge
- Excellent working knowledge of welfare benefits and a broad understanding of advice areas (e.g. housing, debt, energy, employment, consumer issues)
- Understanding of advice quality standards and client-focused service delivery
- Awareness of the advice sector and the role of Citizens Advice services
- Understanding of client confidentiality, GDPR, and data protection requirements
- Awareness of the needs of the local community and barriers to accessing advice
- Understanding of case recording systems (e.g. CASTLE) and their importance in monitoring and reporting
- Awareness of funder requirements, including outcomes, case recording, and reporting
- Understanding of triage and advice service delivery models
- Knowledge of energy advice provision or related services
- Commitment to the aims and principles of the Citizens Advice service
- Commitment to equality, diversity, and inclusion
- Commitment to a team-based and collaborative approach
- Support for the role of volunteers within service delivery
- Commitment to delivering high standards of client service
- Willingness to learn and undertake ongoing professional development
Other Requirements
- Willingness to undertake relevant training
- Ability to work flexibly, including occasional evenings or weekends
- Experience of managing multiple projects or workstreams
Company: Glasgow North West Citizens Advice Bureau – GNWCAB
Location:
Job Description:
Overview
We are recruiting an Advice Services Manager who is responsible for the day-to-day delivery and quality of advice services across a portfolio of funded projects, working closely with the Operations Team, paid and voluntary advisers.
The post-holder will line manage a team of paid advisers, alongside supporting volunteer advisers, ensuring services are well-organised, responsive, and delivered to a consistently high standard in line with Citizens Advice requirements and funder expectations.
This is a hands-on role, combining team leadership, supervision, case checking, and project coordination. The post-holder will use their experience of the advice sector, including welfare rights, to support advisers and maintain the quality and consistency of advice across the service.
Key responsibilities
- Service Delivery and Quality Assurance
- Advice services are delivered in line with agreed targets, quality standards, and funder requirements
- Monitor the quality of advice through regular case checking and file reviews
- Provide day-to-day supervision, guidance, and support to paid and volunteer advisers
- Take day-to-day decisions to ensure effective service delivery and escalate strategic issues as appropriate
- Support advisers with more complex casework across a range of subject areas
- Ensure accurate and timely case recording, including effective use of systems such as CASTLE
- Maintain effective processes for case management, reporting, and follow-up work
- Project Management
- Support the delivery of funded projects, ensuring work is organised and progressing as planned
- Monitor project activity and contribute to reporting requirements
- Maintain effective working relationships with partners and funders
- Identify and raise any risks or issues affecting delivery
- Support effective internal and external referral pathways to ensure clients access appropriate specialist advice
- Leadership and Line Management
- Line manage a team of Advisers, supporting their day-to-day work, performance, and development
- Allocate and monitor workloads across the team in line with service needs
- Provide regular formal and informal supervision and practical support
- Support the development of paid and volunteer advisers
- Promote a positive and supportive team environment
- Ensure policies and procedures are followed consistently
- Training and Development
- Support the induction and ongoing development of Advisers and volunteers
- Contribute to internal training activities where required
- Identify learning needs within the team and support development
- Maintain and update own knowledge across advice areas
- Social Policy
- Encourage and support advisers to take a proactive approach to social policy and campaigning, using client casework to highlight issues and contribute to influencing change
- Administration and Reporting
- Ensure accurate and timely completion of project monitoring and funder reports
- Maintain appropriate administrative systems
- Support the use of data to monitor service performance
- Other Duties
- Undertake advice work where required
- Participate in team and operational meetings
- Work occasional evenings or weekends to support outreach activity
- Carry out any other reasonable duties in line with the role
Person specification
Experience
- Experience of delivering high-quality advice across a range of subject areas, including welfare rights
- Experience of supervising or supporting advisers (e.g. session supervision, project coordination, or team leadership)
- Experience of working within a quality assurance framework, including case checking and maintaining standards
- Experience of managing workloads and prioritising own work and that of others in a busy environment
- Experience of supporting staff or volunteers through training, coaching, or development
- Experience of effective administration, including use of IT systems to support service delivery
- Experience of line management of staff or caseworkers
- Recent experience of working to Citizens Advice or Scottish National Standards for Advice and Information Providers
- Experience of working on or supporting funded projects
Skills & Attributes
- Ability to plan, prioritise and manage competing demands with minimal supervision
- Ability to provide constructive feedback and challenge appropriately
- Ability to remain calm, organised, and effective in a busy or pressured environment
- Strong interpersonal skills, with the ability to build effective working relationships
- Ability to analyse information and make sound, balanced decisions
- Ability to support and guide others in delivering high-quality advice
- Ability to work collaboratively as part of a team
- Confident using IT systems in advice delivery and reporting
- Ability to respond appropriately to complex or sensitive situations
- Ability to produce reports for funders or senior management
- Ability to identify opportunities for service improvement and support implementation
Knowledge
- Excellent working knowledge of welfare benefits and a broad understanding of advice areas (e.g. housing, debt, energy, employment, consumer issues)
- Understanding of advice quality standards and client-focused service delivery
- Awareness of the advice sector and the role of Citizens Advice services
- Understanding of client confidentiality, GDPR, and data protection requirements
- Awareness of the needs of the local community and barriers to accessing advice
- Understanding of case recording systems (e.g. CASTLE) and their importance in monitoring and reporting
- Awareness of funder requirements, including outcomes, case recording, and reporting
- Understanding of triage and advice service delivery models
- Knowledge of energy advice provision or related services
- Commitment to the aims and principles of the Citizens Advice service
- Commitment to equality, diversity, and inclusion
- Commitment to a team-based and collaborative approach
- Support for the role of volunteers within service delivery
- Commitment to delivering high standards of client service
- Willingness to learn and undertake ongoing professional development
Other Requirements
- Willingness to undertake relevant training
- Ability to work flexibly, including occasional evenings or weekends
- Experience of managing multiple projects or workstreams
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Posted: April 29th, 2026