Money Advice Manager

Ourburystedmunds; United Kingdom; Remote; GBP 35,000 - 45,000; Full time

Benefits offered by this job

NEST pension

Sick Pay scheme

Annual Leave 5.6 weeks

Permanent contract with probation

Job summary

Citizens Advice West Suffolk seeks an experienced Money Adviser‑leader to head the Money Advice Team and oversee debt advice operations. You will drive case allocation, quality assurance and staff development while maintaining strong relationships with funders and partners.

The role requires robust debt advice expertise, exceptional organisation and the ability to communicate clearly with clients and organisations.

Qualifications

• Experience as a Money Adviser.
• Ability to motivate and support staff to reach their potential.
• Commitment to learning and professional development.
• Ability to organise workload and meet deadlines.
• Clear and confident communication skills, both written and spoken.
• Good numeracy and budgeting skills.
• IT skills for statistics, record keeping and documentation.
• Ability to work collaboratively in a team with minimal supervision.
• Flexible and adaptable with a solution‑based approach.
• Understanding of Citizens Advice aims and principles.

Responsibilities

• Line manage and support Money Advice Team.
• Allocate cases to the team.
• Review and oversee complex debt cases and provide guidance.
• Ensure compliance with regulatory, contractual and QA requirements.
• Monitor casework quality, targets and reporting.
• Assist with adviser training, mentoring and development.
• Support service planning and continuous improvement.
• Maintain up‑to‑date knowledge of debt advice legislation and best practice.
• Build and maintain relationships with funders, creditors and partners.
• Manage a small caseload of complex debt cases when required.

Job description

Citizens Advice West Suffolk provides free, independent, confidential and impartial advice. We help people understand their rights, consider their options and navigate situations that can often feel complex or overwhelming.

Although we are part of the national Citizens Advice network, we operate as an independent charity with strong local roots. We value diversity, champion equality and actively work to challenge discrimination. Joining our team means becoming part of an organisation committed to fairness, inclusion and positive local impact.

Lead our Money Advice and Crisis Resilience Fund teams, helping local people tackle debt and build financial resilience. We need an experienced, organised manager committed to excellent advice. Informal enquiries: Sarah Bradbury, [e-mail].

Key Responsibilities

• Line manage and support Money Advice Team.
• Allocate cases to the team.
• Review and oversee complex debt cases and provide technical guidance.
• Ensure compliance with regulatory, contractual, and quality assurance requirements.
• Monitor casework quality, performance targets, and reporting requirements.
• Assist with adviser training, mentoring, and professional development.
• Support service planning, development, and continuous improvement.
• Maintain up-to-date knowledge of debt advice legislation, policy, and best practice.
• Build and maintain effective relationships with funders, creditors, and partner organisations.
• Manage a small caseload of complex debt cases where required.

Person Specification

You will be an experienced debt advice professional with strong technical knowledge and a passion for supporting both clients and colleagues.

Essential - what we’re looking for

• Experienced Money Adviser.
• The ability to motivate and challenge people to develop and reach their full potential - supporting them and encouraging them whilst providing constructive feedback to facilitate improvements.
• A commitment to learning, training and ongoing personal development.
• The ability to organise your workload and those of other people to prioritise tasks and work to deadlines.
• Clear and confident communication skills, both spoken and written, with a range of people and organisations.
• Good numeracy skills, including the ability to carry out calculations and prepare practical budgets for clients.
• Ability to use IT for statistical recording, record keeping and document production.
• The ability to work effectively and collaboratively as part of a team and work without close supervision.
• Flexible and adaptable with the ability to embrace change and find new and innovative ways of working, providing a solution-based approach.
• Ability and willingness to follow agreed procedures.
• Understanding of and commitment to the aims and principles of the Citizens Advice service.

Desirable - helpful but not essential

• Experience of supervising staff or volunteer workers to achieve required standards.
• Approved DRO Intermediary.

Terms and Conditions - what we offer

• Contract: Permanent with six-month probation period
• Location: Bury St Edmunds with work from our other offices
• Pension: For eligible employees - NEST scheme (3% employer / 5% employee)
• Sick Pay: 4 weeks full pay + 4 weeks half pay within a rolling 12-month period (after completion of the probation period)
• Annual Leave: 5.6 weeks pro rata, including bank holidays