Advice Service Supervisor

Citizens Advice Ltd; Chesterfield; Hybrid; GBP 36,000 - 48,000; Full time

Job summary

Citizens Advice Derbyshire Districts is seeking an Advice Service Supervisor for our Adviceline, based in Chesterfield. The role combines supervisory duties with ensuring high-quality telephone advice, supporting staff and volunteers, and maintaining accessible, responsive service.

You will oversee session delivery, provide coaching and feedback, and work with colleagues to keep the service well-staffed and compliant. DBS check and Right to Work verification apply.

Qualifications

• Experience in supervising, coaching, developing or mentoring staff or volunteers.
• Knowledge of welfare benefits systems.
• Ability to provide clear, supportive and constructive feedback.
• Ability to stay calm, decisive and focused in a busy, noisy setting.
• Strong digital skills and experience with case management systems.
• Experience in a fast-paced telephone service environment.

Responsibilities

• Supervise staff and volunteer advisers delivering Adviceline support.
• Ensure high-quality telephone-based advice and smooth operation of sessions.
• Maintain service standards and address operational issues.
• Support staff development and performance feedback.

Skills

Supervision

Coaching

Staff development

Feedback

Digital skills

Case management systems

Telephone service

Welfare benefits knowledge

Tools

Case management system

Job description

Hours: Full-Time (37 hours per week, part time will also be considered)

Contract: Permanent

Location: Chesterfield (hybrid mix of home and office working, minimum 3 days in the office, occasional travel across Derbyshire)

The Advice Service Supervisor will be part of a supervision team overseeing the delivery of high-quality telephone-based advice through our Adviceline. Reporting to the Advice Service Manager responsible for the service, the role involves supervising staff and volunteer advisers, managing the smooth running of advice sessions, maintaining quality standards, and providing operational and technical support. Working closely with colleagues across the service, the postholder will help ensure Adviceline is accessible, well-staffed and responsive to our client’s needs.

A key focus of the role is supporting, motivating and developing staff and volunteers, creating a positive and inclusive working environment where people feel confident, valued and able to deliver the best possible advice to clients.

Who we are looking for:

The ideal candidates will have:

• Previous advice experience, including up to date knowledge of welfare benefits systems
• Experience in supervising, coaching, developing or mentoring staff and/or volunteers
• Ability to provide clear, supportive and constructive feedback
• Ability to stay focused, calm and decisive when working in a busy and noisy setting
• Strong digital skills, including confident use of case management systems
• Previous experience of working in a fast paced telephone service environment
• A commitment to the aims and principles of Citizens Advice

We welcome and encourage applications from people of all backgrounds. We are proud to be a Disability Confident Employer and hold the Derbyshire LGBT+ Rainbow Accreditation.

Successful candidates will be required to undertake a Disclosure and Barring Service (DBS) check and provide proof of Right to Work. Please note that Citizens Advice Derbyshire Districts does not hold a sponsor licence.

We’re Disability Confident

Disability Confident is a government scheme that supports employers to improve how they recruit, retain, and develop disabled people.