Manager roles

Citizens Advice LeicesterShire; England; Hybrid; GBP 28,000 - 34,000; Full time

Job summary

Citizens Advice LeicesterShire seeks a Service Manager to lead the welfare benefits service, oversee day-to-day operations, and ensure high-quality client support across Leicestershire. The role involves managing staff and volunteers, driving performance against KPIs, and building relationships with funders and partners.

You will work with the Head of Services to develop innovative approaches, maintain compliance, and support sustainable service delivery.

Qualifications

• Excellent communication skills, written and verbal.
• Experience of delivering advice formally or in a client-facing role.
• Strong people management experience, including leading teams through change.

Responsibilities

• Oversee day-to-day operations of the welfare benefits service through supervisors and advisors (staff and volunteers).
• Uphold Quality Performance Framework and ensure compliance with Citizens Advice requirements.
• Manage staffing including workforce planning and supervision to meet KPIs and funder priorities.
• Represent service to funders and stakeholders, and drive service development and improvement.

Skills

Communication

People management

Client-facing experience

Data & reporting

Education

Adv. qualification in advice work / project management / people management

Tools

Google Workspace

Case management systems

Job description

Indicative Job Description & Person Specification

Service Manager

Typically £31,000 FTE (37 hrs) pro-rata for part-time hours Salary evaluations underway which may result in some salaries being re-evaluated - no salaries will be decreased.

Full time and part-time hours considered

Contract

Permanent

Location

Travel across Leicestershire to branches and community venues, plus some home working

Line Manager

Head of Services

People Management

Line Management of service Advice Session Supervisors and staff / volunteers

DBS Check

This role is subject to a basic DBS check

Purpose of Role

Our client-facing advice services are delivered through a tiered model, with each tier reflecting the level of complexity and expertise required to support clients effectively. This role manages Tier 1, 2 and 3 services.

Tier 3 – Specialist Advice & Complex Casework

As a Service Manager you will be accountable for the operation and development of a high quality, integrated generalist advice service supporting a wide range of issues including benefits, debt, housing, employment, relationships and family, immigration, discrimination and community care.

You will lead the day-to-day operations of a high-demand welfare benefits service, working with the Head of Services and wider management team to deliver services that meet quality standards and funder priorities. You will communicate organisational and service aims to staff and volunteers. You will build productive and credible relationships with funders and local stakeholders, positioning our organisation as a partner of choice. You will participate in developing new initiatives and identifying funding opportunities to promote sustainable services.

Main Duties and Responsibilities

Service Delivery & Quality

• Be accountable for high quality performance of the service and team to meet KPIs in line with internal policies
• Oversee day-to-day operations of the welfare benefits service through supervisors and advisors (staff and volunteers)
• Uphold our Quality Performance Framework and ensure compliance with Citizens Advice requirements
• Review and update the service operational plan with SMART goals to deliver objectives
• Monitor service performance through data analysis and customer feedback
• Proactively seek guidance and support if targets are not being met
• Provide technical support and cover for supervisors and Project Manager where necessary
• Ensure effective case management, with timely client contact and follow-up
• Oversee and monitor effective administrative systems that promote information sharing

Leadership & Strategic Contribution

• Active member of the management team, contributing to strategic direction and long-term business planning
• Provide leadership and guidance to your team, coaching and empowering individuals to thrive
• Role model exemplary leadership qualities by living our values and practising excellent self-awareness
• Contribute to the strategic development of the service and organisation
• Maintain your own professional development and training needs

People Management

• Create a positive working environment where equality and diversity are well-managed, dignity at work is upheld, and people can perform to their best
• Provide / monitor regular high quality supervision, coaching and guidance to your team
• Use goal setting and coaching techniques to set clear expectations and support people to reach their potential
• Responsible for workforce planning including recruitment / promotion, staff/volunteer rotas, leave, technical development and training
• Work closely with HR and Training teams to promote clear communication and an outstanding employee / volunteer experience
• Seek proactive guidance from Head of Services/HR/Payroll to ensure people policies and procedures are followed
• Implement employment policies and procedures in accordance with statutory and organisational requirements
• Manage performance issues sensitively and effectively, taking appropriate action
• Work closely with and support other service managers to promote a seamless client journey and supportive experience
• Provide mutual cover during absences or times of need
• Build nurturing, productive and mutually beneficial partnerships with funders and external stakeholders
• Work closely with Head of Services to seek guidance, share best practice and update on service performance
• Work in partnership with statutory and non-statutory agencies to facilitate service development and delivery
• Responsible for internal reporting to the Head of Services on staffing and service delivery issues
• Meet funder reporting expectations and deadlines with accurate, evidenced data
• Contribute to Research and Campaign activities locally and nationally
• Identify emerging local trends and provide information for reports and campaigns
• Monitor advice trends and react accordingly in terms of service delivery
• Prepare case studies and statistical information as required
• Oversee maintenance of financial records and disbursement of petty cash in line with organisational financial policies
• Contribute to decisions on allocation of resources
• Work within specified budgets where appropriate

Health & Safety and Safeguarding

• Conduct service risk management and ensure compliance with health and safety policies
• Liaise with Head of Services on safeguarding issues before decisions are made
• Ensure policies and procedures are followed, especially regarding adult and child safeguarding
• Ensure staff, volunteers and clients have access to appropriately trained first aiders

Administration

• Represent the organisation at meetings with Citizens Advice and other stakeholders as appropriate
• Complete monthly payroll information and management reports on time
• Ensure all sickness and performance information is uploaded to systems promptly
• Make key decisions about service delivery including annual leave requests
• Maintain personnel files in accordance with organisational guidelines
• Ensure IT information assurance and data protection training is completed annually

Other Duties and Responsibilities

• Share our commitment to the aims, principles and values of the advice service.
• Prepare for and participate in regular one to one supervision and team meetings.
• Take on any other tasks within the scope of your role that support the effective delivery and development of the service.
• Look after yourself and your colleagues by following our health and safety guideline s.

Our Values

At Citizens Advice Leicestershire, everything we do is guided by our four core values. We expect all staff, volunteers and apprentices to demonstrate these in how they work

Person Specification

Criteria

Essential / Desirable

Measured by

1

Committed to the aims, principles, and values of Citizens Advice LeicesterShire.

A

2

Able to travel to locations across Leicestershire.

A

3

Respectful and open to views, values and cultures different from your own.

A

4

Excellent communication skills, written and verbal, including the ability to write clear, accurate reports for a range of audiences including funders, senior management and stakeholders.

A, I

5

Excellent IT skills across a range of applications, particularly Google Workspace and case management systems.

A

6

An understanding of confidentiality and data protection responsibilities, including safe handling of sensitive personal information in line with GDPR.

A

7

Experience of delivering advice formally or working in a client-facing or customer-facing role.

A, I

8

Strong people management skills, with experience managing, developing and motivating staff and/or volunteers, including leading teams through change.

A, I

9

Evidence of building and maintaining collaborative relationships with partners, including through challenges or difficulties, to benefit service users and organisations.

A, I, E

10

Relevant qualification in advice work, project management, or people management.

A

11

Experience of financial oversight within a service and resource allocation.

A, I

12

Experience of service improvement or social policy and campaigning work.

A

13

Experience of supporting significant change and implementing new service delivery models.

A, I

14

Able to plan and prioritise own and others' workloads, meeting deadlines, targets and competing demands.yes

I

15

Able to oversee staffing and resourcing across the service, including workforce planning, to ensure client needs, quality standards and funder targets are met.

I

16

Experience of taking accountability for operational performance, including meeting KPIs, funder priorities and quality standards.

I

17

Experience of monitoring and maintaining service quality against a benchmarked performance framework, such as AQS.

I

18

Able to manage emotionally demanding work, sustain performance under pressure with appropriate support and maintain your own wellbeing over time.

I

19

Able to create a positive working environment where equality and diversity are well managed and dignity at work is upheld.

I

20

An awareness of safeguarding responsibilities, with the ability to recognise, respond to and report concerns appropriately.

I

21

A willingness to learn and develop, including training to deliver formal advice to the standard required to provide cover and support to supervisors and advisers.

I

22

Able to give and receive feedback objectively and sensitively, challenging constructively where appropriate.

I, T

23

Able to identify practical solutions to complex problems and make sound decisions where there are competing risks, priorities, or stakeholder requirements.

T

24

Able to monitor and maintain casework systems and analyse complex information to identify trends, risks, or performance issues.

T

Measured by:

Home/Hybrid Working

For roles that include home working, it is a requirement that you have a reliable internet connection, a private space to work confidentially, and a safe, comfortable setup in line with our home working policy. You'll be trusted to manage your own time and work independently while remote. Because of restrictions on accessing our systems, your primary residence needs to be in England or Wales.