Advice Service Supervisor | Hybrid, People & Development

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

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.