Hybrid Team Leader, Community Advice & Referrals

Coventry Citizens Advice; Coventry; Hybrid; GBP 33,000 - 35,000; Part time

Benefits offered by this job

Hybrid work

Job summary

Coventry Citizens Advice is seeking a Team Leader to provide day-to-day operational leadership for our CORE Project Coventry, ensuring referrals move through the service promptly and residents receive consistent, person-centred help.

The postholder will supervise staff, manage performance and case-recording standards, and work closely with the Project Manager and Advisors across office, telephone and remote delivery, with hybrid working options.

Qualifications

• Experience of leading teams in a frontline advisory service.
• Ability to manage referrals, caseloads and performance.
• Strong understanding of GDPR / safeguarding requirements.

Responsibilities

• Oversee daily referral flow and progression across advisers.
• Monitor initial contact standard and deadlines to mitigate risk.
• Balance workloads and caseloads by urgency and complexity.
• Ensure residents receive proportionate support and cases are progressed and closed per procedures.
• Manage day‑to‑day service pressures and escalate capacity or safeguarding risks.
• Maintain clear operational procedures for office, phone, remote and outreach delivery.
• Collaborate with admin and project manager to resolve deadlines and performance concerns.
• Support warm referrals and coordination with other Citizens Advice teams and partners.
• Provide staff supervision, development and day‑to‑day support.

Job description

Coventry Citizens Advice is seeking a Team Leader to provide day-to-day operational leadership for our CORE Project Coventry, ensuring referrals move through the service promptly and residents receive consistent, person-centred help.

The postholder will supervise staff, manage performance and case-recording standards, and work closely with the Project Manager and Advisors across office, telephone and remote delivery, with hybrid working options.