Advice Services Manager

Citizens Advice; Kidderminster; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading non-profit organization in Kidderminster is seeking an Advice Services Manager to lead a dedicated team ensuring high-quality service delivery. The ideal candidate will have proven experience in managing advice services, strong leadership skills, and knowledge in debt, welfare, and energy advice. This role offers the opportunity to make a significant impact in the community while supporting a talented team.

Qualifications

• Proven experience in managing advice services or similar environments.
• Strong leadership and communication skills.
• Detailed knowledge of debt advice, welfare benefits, and energy advice.

Responsibilities

• Oversee the delivery of advice services via telephone, email, in person, and at outreach venues.
• Line manage and support team leads, debt caseworkers, and the energy adviser.
• Develop and implement improvements to service processes and quality standards.

Skills

Leadership

Communication

Problem-solving

Knowledge of debt advice

Knowledge of welfare benefits

Knowledge of energy advice

Job description

Advice Services Manager to lead a dedicated team, ensuring the delivery of our services meets high standards of quality and compliance. This role will involve leadership, strategic development, and direct support for our advisers across welfare benefits, debt, and energy advice services.

Key Responsibilities

• Oversee the delivery of advice services via telephone, email, in person, and at outreach venues.
• Line manage and support team leads, debt caseworkers, and the energy adviser.
• Develop and implement improvements to service processes and quality standards.
• Provide continuous professional development, supervision, and support to the team.
• Monitor performance, ensuring adherence to service delivery targets and compliance.
• Manage client records, liaising with the training lead to ensure an adequate volunteer workforce.
  
  

Key Skills & Experience

• Proven experience in managing advice services or similar environments.
• Strong leadership, communication, and problem-solving skills.
• Detailed knowledge of debt advice, welfare benefits, and energy advice.
• Ability to manage multiple tasks and lead teams effectively.
• Familiarity with regulatory frameworks and quality assurance standards (e.g., AQS, MaPS, etc.)
  
  

To apply, please email [e-mail]