Adviceline Supervisor: Coaching & Operations

THE NATIONAL ASSOCIATION OF CITIZENS ADVICE BUREAUX; Chesterfield; Hybrid; GBP 29,000 - 36,000; Full time

Job summary

Citizens Advice Derbyshire Districts is seeking an Advice Service Supervisor to lead our Adviceline operations. You will supervise staff and volunteers, ensure high-quality telephone-based advice, and help deliver a responsive, accessible service across Derbyshire with a hybrid mix of home and office work.

The role requires previous advice experience, supervision skills, and strong digital skills with case management systems.

Qualifications

• 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

Responsibilities

• Supervise staff and volunteer advisers to ensure high-quality Adviceline sessions.
• Manage smooth running of advice sessions and ensure accessibility.
• Maintain quality standards across the service.
• Provide operational and technical support and collaborate with colleagues.

Skills

Advice experience

Supervising staff

Digital skills

Feedback

Tools

Case management systems

Job description

Citizens Advice Derbyshire Districts is seeking an Advice Service Supervisor to lead our Adviceline operations. You will supervise staff and volunteers, ensure high-quality telephone-based advice, and help deliver a responsive, accessible service across Derbyshire with a hybrid mix of home and office work.

The role requires previous advice experience, supervision skills, and strong digital skills with case management systems.