Crisis Resilience Service Manager

Citizens Advice Ltd; England; Hybrid; GBP 31,000 - 36,000; Full time

Job summary

Citizens Advice LeicesterShire is seeking a Service Manager to lead the brand new Crisis Resilience Service across Charnwood, North West Leicestershire, and Hinckley & Bosworth. The role is hybrid in Leicestershire, permanent, with a starting salary of £31,000 FTE rising to £36,000 FTE after training and probation.

You will lead a team of supervisors, advisers, staff and volunteers, build strong funder and partner relationships, oversee budgeting and safeguarding, and shape how the service grows

Qualifications

• Experience as a people manager who can motivate and develop staff and volunteers.
• Ability to build partnerships and manage relationships with funders and partners.
• Clear communication and ability to write accurate reports for stakeholders.
• Understanding confidentiality and data protection; relevant client-facing or advisory experience.

Responsibilities

• Lead day-to-day operations of the Crisis Resilience Service through supervisors and advisers.
• Plan staffing, rotas, recruitment and training in collaboration with HR.
• Oversee budgets, health and safety, and safeguarding practices.
• Build and nurture relationships with funders, partners and local agencies.
• Monitor service performance using data and client feedback and report to senior management.

Skills

People management

Partnership building

Report writing

Confidentiality & data protection

IT proficiency (Google Workspace)

Case management systems

Tools

Google Workspace

Case management systems

Job description

Job summary

Salary Starting salary £31,000 FTE - Increasing to £36,000 FTE (subject to satisfactory completion of training and probationary period)

Location Leicestershire

Workplace Hybrid working

Contract Permanent

Working pattern Flexible

Hours per week Full time and part-time hours considered

As Service Manager, you’ll lead our brand new Crisis Resilience Service and shape how it grows from day one. Covering Charnwood, North West Leicestershire, and Hinckley and Bosworth, the service helps people facing some of the toughest moments of their lives with everything from benefits and debt to housing, employment and family issues. You’ll lead a team of supervisors, advisers, staff and volunteers, build strong relationships with funders and local partners, and make sure every client gets advice they can rely on. As part of our management team, you’ll also help shape the future of our organisation and the communities we serve.

What your day-to-day will look like:

• Leading the day-to-day running of the service, working through supervisors, and advisers to meet quality standards and targets
• Supporting, coaching, and developing your team so they can do their best work
• Planning staffing, rotas, recruitment and training, working closely with HR
• Handling people matters such as leave, sickness, and performance fairly and sensitively
• Building and nurturing relationships with funders, partners, and local agencies
• Tracking how the service is performing and using data and client feedback to improve it
• Writing clear reports for funders and senior managers
• Spotting local trends and feeding them into research and campaigns
• Keeping an eye on budgets, resources, health and safety, and safeguarding
• Contributing to wider plans as part of our management team, including new projects and funding opportunities

About you:

• You believe in what Citizens Advice LeicesterShire stands for and are respectful and open to people from all backgrounds
• You’re an experienced people manager who can motivate and develop staff and volunteers, including through change
• You build strong partnerships and can keep them working well, even when things get difficult
• You communicate clearly and write accurate, well-pitched reports for funders, senior managers and partners
• You understand confidentiality and data protection, and have experience of advice work or client-facing roles
• You’re confident with IT, particularly Google Workspace and case management systems
• It would be great if you have experience of managing budgets, improving services, campaigning or setting up new ways of working, or a relevant qualification, but it’s not essential

We’re Disability Confident

Disability Confident is a government scheme that supports employers to improve how they recruit, retain, and develop disabled people.