Advise and Navigation Manager

Citizens Online; United Kingdom; Hybrid; GBP 27,000 - 33,000; Part time

Job summary

Citizens Online is seeking an experienced Advice & Navigation Manager on a 6-month fixed-term contract (potential to extend). The role is 28 hours per week, hybrid working in North London, with a pro rata salary of £30,310 per annum.

You will lead a busy frontline service supporting people facing poverty, health inequalities and housing challenges. The successful candidate will oversee complex casework, safeguarding, staff supervision and partnership work with health and voluntary sector

Qualifications

• Significant experience managing advice, navigation or community-based services.
• Experience overseeing complex casework involving vulnerable individuals.
• Experience supporting social prescribing or welfare advice services.
• Strong safeguarding knowledge and risk management.
• Experience leading teams with supervision and performance management.
• Proven ability to build partnerships with health, statutory and voluntary sectors.
• Experience using data to drive service improvement.
• Excellent communication and stakeholder management skills.

Responsibilities

• Lead the delivery of advice, navigation and social prescribing services.
• Oversee casework management: referrals, triage, caseload, QA, progression.
• Support staff with complex cases, safeguarding concerns and complaints.
• Line manage frontline staff and volunteers through supervision and coaching.
• Ensure safeguarding, data protection, health and safety compliance.
• Monitor service performance and impact using data for improvements.
• Build partnerships with health, local authority and voluntary sector.
• Contribute to reporting, service planning and funding deliverables.

Skills

Team leadership

Stakeholder management

Casework oversight

Safeguarding knowledge

Data-driven improvement

Partnership building

Communication

Job description

Advice & Navigation Manager

6-Month Fixed-Term Contract (potential to extend)

28 hours per week (4 days)

Hybrid Working | North London

£30,310 per annum (pro rata salary based on £37,887 FTE)

ASAP Start

Subject to an Enhanced DBS check

A community-focused charity is seeking an experienced Advice & Navigation Manager to lead and develop a busy frontline service supporting individuals experiencing poverty, health inequalities, social isolation, housing challenges and other forms of disadvantage.

This is an excellent opportunity for an experienced service manager with a strong background in casework oversight, safeguarding, service quality and team leadership. Managing a team delivering advice, navigation and social prescribing support, you will ensure residents receive high-quality, person-centred services that make a genuine difference to their lives.

The Role

A key focus of this position is the oversight and management of complex casework. You will ensure effective triage, caseload allocation, case progression and closure, supporting staff to deliver safe, timely and impactful interventions.

Alongside day-to-day service management, you will provide leadership to a team of advice workers, social prescribing practitioners and volunteers, ensuring high standards of practice, compliance and safeguarding. You will also work closely with health partners, statutory agencies and community organisations to strengthen referral pathways and improve outcomes for residents.

Key Responsibilities

• Lead the delivery of advice, navigation and social prescribing services.
• Oversee casework management, including referrals, triage, caseload allocation, quality assurance and case progression.
• Support staff with complex cases, safeguarding concerns and complaints.
• Line manage and develop a team of frontline staff and volunteers through supervision, coaching and performance management.
• Ensure compliance with safeguarding, data protection, health and safety and organisational policies.
• Monitor service performance, outcomes and impact, using data and insight to support continuous improvement.
• Build and maintain effective partnerships across health, local authority and voluntary sector organisations.
• Contribute to reporting, service planning and the delivery of contractual and funding requirements.

About You

We are looking for someone who can demonstrate:

• Significant experience managing advice, navigation, support, advocacy or community-based services.
• Strong experience overseeing complex casework involving vulnerable or disadvantaged individuals.
• Experience managing or supporting social prescribing, community health or welfare advice services.
• A thorough understanding of safeguarding, risk management and professional boundaries.
• Experience leading, supporting and developing teams through effective supervision and performance management.
• A track record of working in partnership with health, statutory and voluntary sector organisations.
• Experience using data and service insight to improve performance and demonstrate impact.
• Excellent communication, organisational and stakeholder management skills.

Desirable Experience

• Social prescribing within primary care or community settings.
• Service development, improvement or change management.
• Leading hybrid or community-based teams.
• A relevant qualification in advice, health, social care or management.