Crisis Resilience Supervisor

Citizens Advice Ltd; England; Hybrid; GBP 28,000 - 29,000; Full time

Benefits offered by this job

Disability Confident

Job summary

Citizens Advice LeicesterShire is looking for a Supervisory lead to support advisers and assessors within our new Crisis Resilience Team across Charnwood, North West Leicestershire and Hinckley and Bosworth. You'll monitor quality, guide staff, and help volunteers develop confidence to deliver high‑quality advice face to face, in the community or remotely.

This permanent, hybrid role offers flexible working patterns with the option of full-time or part-time hours.

Job description

Job summary

Salary Starting salary £27,500 FTE - Increasing to £28,500 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 a Supervisor, you’ll be the person our advisers and assessors turn to for guidance, support and a steady hand. You’ll join our brand new Crisis Resilience Team, supporting people across Charnwood, North West Leicestershire and Hinckley and Bosworth. You’ll check the quality of our work and help staff and volunteers grow in skill and confidence. By making sure every client gets high-quality advice, whether face to face, out in the community or remotely, you’ll play a key part in helping people move from crisis towards stability.

What your day-to-day will look like:

Being on hand to support advisers and assessors with technical questions and tricky cases

Listening in on calls, observing appointments, and reviewing case records to make sure clients get a high standard of advice

Giving feedback and helping staff and volunteers develop their skills

Checking case files against our quality standards

Spotting trends in what clients need and recording issues that could help shape local and national campaigns

Gathering case studies, client feedback, and data for reports

Supporting recruitment, induction, one-to-ones, and appraisals alongside the Service Manager

Running advice and assessment sessions when needed

About you:

You believe in what Citizens Advice LeicesterShire stands for and want to help people build better futures

You enjoy helping others grow, and can give clear, constructive feedback in a supportive way

You have a good eye for detail and care about getting things right

You’re organised, calm under pressure, and able to keep a busy session running smoothly

You’re confident with IT and comfortable working with data and records

You’re flexible and work well as part of a team

You help create a positive, inclusive place to work, where everyone is treated with dignity and respect

We’re Disability Confident

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