Part-time Advice Session Supervisor

North Warwickshire Citizens Advice Bureau; Atherstone; Hybrid; GBP 16,000 - 24,000; Part time

Job summary

North Warwickshire Citizens Advice is seeking a Part-Time Advice Session Supervisor to support our multi-channel advice service. The role focuses on supervising staff and volunteers, maintaining high standards of advice quality and delivering timely, relevant information to clients in North Warwickshire.

The successful candidate will have experience in advice services, strong interpersonal skills and the ability to manage a diverse workload in a busy team environment.

Qualifications

• Citizens Advice qualified or equivalent and experience of advice services (E).
• Experience delivering information/advice by telephone or electronically.
• Ability to prioritise tasks, manage a varied workload and meet deadlines using own initiative.
• Proven ability to monitor advice work and maintain casework systems and procedures.

Responsibilities

• Supervise and develop team of staff and volunteers to ensure high quality advice.
• Manage supervision, quality and performance of the team and ensure standards of advice quality across projects.
• Provide training and support to advisers and monitor casework to meet targets.
• Contribute to internal communications and ensure policies followed.

Job description

North Warwickshire Citizens Advice are hiring for a Part-time Advice Session Supervisor

01 Oct North Warwickshire Citizens Advice are hiring for a Part-time Advice Session Supervisor

Location: Atherstone, North Warwickshire

Type of contract: 1 year – possibility of extending, subject to continued funding

Closing date for applications : 16 th October 2026

Interview Date: 20 th October 2026

Context of role:

North Warwickshire Citizens Advice (NWCA) is recruiting a Part-Time Advice Session Supervisor to support our multi-channel advice service. NWCA provides a free, independent, impartial and confidential advice and advocacy service to the citizens of North Warwickshire, a rural area covering an area of 110 square miles. NWCA also recruit and train volunteers to carry out casework with clients. Our volunteers go through accredited, nationally recognised training. NWCA actively research and campaign on issues affecting clients and the voluntary sector and contribute towards the development of the third sector in North Warwickshire and the county.

We are looking for an enthusiastic individual with recent experience of advice work either as a supervisor or as a general advisor wishing to progress their career. You will have excellent interpersonal and communication skills and be able to work flexibly as part of a wider team.

As Part-Time Advice Session Supervisor you will play a vital role in ensuring clients receive timely, relevant and accurate advice. You will support, supervise and develop our team of staff and volunteer advisors, helping them build confidence, skills and knowledge while maintaining excellent standards of advice quality.

The successful candidate will be enthusiastic, adaptable, and a flexible team player, with excellent communication skills.

We offer a friendly and welcoming work environment. We have a staff car park and train station close by with trains to Tamworth, Lichfield, Nuneaton and Rugby

You will be responsible for the supervision, quality and performance of a team of staff and volunteers. This busy and varied role will rely on your ability to bring out the best in the team as well as to ensure the highest quality of advice across our many and varied projects.

Advice Session Supervisors work with the Advice Services Manager to deliver the highest possible standard of advice and information for our clients to meet QAA requirements.

Main Duties

Supervision & Quality of Advice

• Manage the practicalities of the advice session and ensure adequate staffing and resources to ensure effective advice service delivery.
• Monitor the quality of advice given to clients and maintain standards of service delivery by your team, including case checking.
• Provide an appropriate level of support and supervision to individual Advisers in your team, depending on their level of competence.
• Provide timely feedback to your team, including results from case checking, and ensure remedial actions are identified and acted upon
• Participate in QAA reviews as required.
• Support effective internal communications; ensuring staff and volunteers in your team are receiving and actioning updates and requests shared by others in the organisation.
• With support from the Advice Service Manager, ensure that your team receive adequate training and ongoing support.
• With support from the Advice Service Manager, ensure that all policies and procedures are followed .

Research and campaigns

• Promote the importance of research and campaigns work.
• Identify research and campaigns issues within case-checking.

Networking:

• Develop links with relevant statutory and non-statutory agencies relevant to the role.
• Use skills and competences to promote the organisation and foster good relationships.

with external organisations .

Other duties and responsibilities:

• Uphold the aims and principles of the Citizens Advice service and its equal opportunities policies.
• Promote the work and use of NWCA.
• Carry out any other tasks that may be within the scope of the post to ensure the effective provision of NWCA information and advice services.
• Abide by health and safety guidelines and share responsibility for own safety and that of colleagues.

Person specification

Person specification

Experience Measured By

Citizens Advice qualified or equivalent and experience of advice services (E). Other qualifications and experience will be considered Application form and interview E

Experience of delivering information/advice by telephone or electronically. Maintaining accurate case records to quality standards. Application form and interview E

The ability to prioritise tasks, manage a varied workload and work to deadlines using own initiative. Application form and interview E

Proven ability to monitor advice work and to maintain casework systems and procedures ensuring service delivery against agreed targets. Application form and interview E

Proven experience of developing individuals or groups by providing support, guidance, tutoring and/or training including devising and delivering training programmes. Application form and interview E

Experience of building good relationships with community partners fostering good working relationships for the benefit of our clients. Application form and interview D

Demonstrable ability to monitor and maintain service delivery against QAA guidelines Application form and interview E

Skills, knowledge and abilities

Up-to-date knowledge of benefits legislation and practice. Up-to-date knowledge of energy/cost of living issues and developments affecting them. Application form and interview E

Excellent communication skills, both oral and written; excellent interpersonal skills. Application form and interview E

Ability to monitor advice work and ensure Citizens Advice quality

standards are met and maintained.

Application form and interview E

Prioritise client contacts and work flexibly Application form and interview D

Ability to prioritise own work and the work of others, meet deadlines and manage workload in a busy environment. Application form and interview E

Holder of a Full UK Driving Licence and use of a car. Application form and interview E

Ability to analyse complex issues and work collaboratively to overcome barriers. Application form and interview E

Good working knowledge of the statutory and voluntary agencies in the area and of the advice needs within our local community. Application form and interview D

Flexible, positive approach to working in a small team. Application form and interview E

Ability to meet deadlines and manage workload in a busy environment. Application form and interview E

Commitment to equality and diversity, as well as confidentiality and health and safety guidelines. Application form and interview E

Commitment to Citizens Advice aims, principles and policies. Application form and interview E

North Warwickshire Citizens Advice is an equal opportunities employer. We encourage applications from all sections of the community.

Every local Citizens Advice is a registered charity. Different application procedures are adopted by individual local Citizens Advice. Contact the relevant one as outlined in the information about this role. You should not send an application form to National Citizens Advice.

We are registered with the Information Commissioner’s Office and will process your personal data in accordance with the General Data Protection Regulation and Data Protection Act 2018. Please refer to our online Privacy Policy at www.nwcab.org.uk for more information on how your personal data will be processed and stored.