Advice Services Manager — Lead High-Impact Client Support

THE NATIONAL ASSOCIATION OF CITIZENS ADVICE BUREAUX; Bristol; On-site; GBP 38,000 - 40,000; Full time

Job summary

Citizens Advice Bristol is seeking an experienced Advice Services Manager to lead and develop high-quality advice services that make a real difference to people’s lives. This is a varied and influential role across multiple services and teams to ensure our clients receive a consistent, accessible and high-quality service.

You will oversee service planning, operational delivery and performance management, work with funders and partner organisations, support project staff, and help drive

Qualifications

• Experience in managing advice services or similar client-facing service delivery.
• Strong leadership and people-management skills.
• Ability to design and improve service delivery workflows and procedures.
• Experience with performance management and reporting to funders or boards.
• Stakeholder engagement with partners, funders and public sector bodies.

Responsibilities

• Support the design, development and delivery of advice services, ensuring they respond effectively to client needs.
• Develop and maintain effective operational procedures, workflows, referral routes and service standards.
• Oversee the delivery of services including MaPS, Macmillan, Immigration and outreach teams.
• Monitor service performance, including first-contact times, case volumes, caseloads and other key performance indicators.
• Identify risks, backlogs and areas where services can be improved, taking appropriate action and escalating significant issues where necessary.
• Produce and coordinate performance reports and dashboards, working closely with the Digital and Data Manager.
• Ensure case recording and service delivery meet Citizens Advice, funder and quality requirements.
• Manage and support Project Managers and project staff, while supporting Supervisors and Coordinators with performance, development and learning.
• Work with colleagues to identify training needs and contribute to workforce development.
• Build effective relationships with funders, commissioners, statutory organisations, partner organisations and other Citizens Advice services.
• Support service improvement, operational guidance, policy development and the introduction of more efficient ways of working and digital tools.
• You will also represent Citizens Advice Bristol at relevant partnership and coordination meetings and help ensure that the experiences and evidence of our clients contribute to local and national research and campaigns.

Job description

Citizens Advice Bristol is seeking an experienced Advice Services Manager to lead and develop high-quality advice services that make a real difference to people’s lives. This is a varied and influential role across multiple services and teams to ensure our clients receive a consistent, accessible and high-quality service.

You will oversee service planning, operational delivery and performance management, work with funders and partner organisations, support project staff, and help drive