Advice Session Lead — QA & Adviser Support

Scvo; United Kingdom; Remote; GBP 30,000 - 38,000; Full time

Job summary

Drumchapel Citizens Advice Bureau is seeking a Session Supervisor to support the delivery of high-quality generalist advice to the public. You will oversee day-to-day session delivery, guide advisers on welfare benefits, debt, housing and employment queries, and ensure accurate client records.

The role requires on-site work Monday to Friday, with a focus on case checking, quality assurance, and providing constructive feedback to advisers and volunteers to maintain service standards.

Qualifications

• Strong knowledge and experience of delivering generalist advice across welfare benefits, debt/money, housing and employment.
• Experience supervising, supporting and developing staff and/or volunteers.
• Experience undertaking case checking and quality assurance of advice and client records.
• Ability to provide constructive feedback to advisers to improve quality of work.
• Excellent communication and organisational skills with a commitment to quality service.
• Knowledge or experience of Citizens Advice audit requirements and National Standards is advantageous.

Responsibilities

• Provide day-to-day session support to advisers, guiding on advice queries and complex cases.
• Oversee delivery of generalist advice to ensure accuracy and quality.
• Carry out case checking and quality assurance, with feedback to advisers.
• Identify areas for improvement and contribute to maintaining advice quality across the service.
• Support advisers and volunteers to maintain high standards of client service.

Skills

Generalist advice

Welfare benefits

Debt / money advice

Housing

Employment

Supervising staff/volunteers

Case checking & QA

Providing feedback

Communication skills

Organisational skills

Equality & diversity

Citizens Advice standards knowledge

Job description

Drumchapel Citizens Advice Bureau is seeking a Session Supervisor to support the delivery of high-quality generalist advice to the public. You will oversee day-to-day session delivery, guide advisers on welfare benefits, debt, housing and employment queries, and ensure accurate client records.

The role requires on-site work Monday to Friday, with a focus on case checking, quality assurance, and providing constructive feedback to advisers and volunteers to maintain service standards.