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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

The Team Leader will provide day-to-day operational leadership for our CORE Project Coventry, ensuring that referrals move through the service promptly, staff are well supported and residents receive consistent, person-centred help. The postholder will manage workflow, caseloads, performance and case-recording standards, working closely with the Referral and Performance Administrator, Project Manager and Advisors.

Key Responsibilities

1. Oversee the daily referral flow, case allocation and progression of work across Financial Resilience Advisers and Money Advisers.

2. Monitor the three-working-day initial contact standard, unallocated referrals, unsuccessful engagement and workflow exceptions, taking early action where deadlines or service standards are at risk.

3. Balance adviser workloads and caseloads according to urgency, complexity, staff capacity and the two contractual activity streams.

4. Ensure residents receive appropriate, proportionate support and that cases are progressed, followed up and closed in line with agreed procedures.

5. Manage day-to-day service pressures, staff absence and competing priorities, escalating significant capacity, delivery or safeguarding risks to the Project Manager.

6. Maintain clear operational procedures and support consistent practice across office-based, telephone, remote and outreach delivery.

7. Work closely with the Referral and Performance Administrator so that approaching deadlines, backlogs, recording gaps and performance concerns are identified and resolved promptly.

8. Support effective warm referrals and coordinated working with other Citizens Advice teams and community partners.

9. Staff Management and Development

10. Provide regular supervision, one-to-ones, case discussions and day-to-day support to allocated staff, setting clear expectations and addressing concerns fairly and promptly.

11. Support induction, training and continuing professional development, ensuring staff understand CRF outcomes, referral criteria, Casebook recording, safeguarding, equality, information governance and KPI requirements.

12. Monitor individual performance, case progression and workload, recognize good practice and agree improvement actions where standards are not being met.

13. Promote a supportive, accountable and inclusive team culture in which staff communicate openly, learn from feedback and remain focused on client outcomes.

14. Contribute to recruitment, probation reviews, attendance management and other people‑management processes as required, following organisational policies.

Quality and Casework Oversight

1. Monitor service quality in collaboration with the Quality Lead, accuracy and timeliness of case recording, action plans, outcome evidence and case closure, completing or coordinating proportionate file checks.

2. Ensure work follows Citizens Advice quality standards, contractual requirements, safeguarding procedures, UK GDPR, confidentiality, consent and information‑sharing arrangements.

3. Escalate serious quality, conduct, safeguarding or compliance concerns through the appropriate organisational route and maintain a clear record of actions taken.

4. Use learning from case reviews, complaints, client feedback and operational issues to improve procedures, staff practice and the resident journey.

Performance and Service Improvement

5. Identify trends, delivery gaps and emerging risks, agree corrective action and monitor whether improvements are sustained.

6. Review referral volumes, response times, engagement, caseloads, intervention types, outcomes, financial gains and follow‑up activity against agreed targets.

7. Work with the Referral and Performance Administrator to validate KPI information, resolve data discrepancies and prepare accurate updates for the Project Manager and funder monitoring arrangements.

8. Identify trends, delivery gaps and emerging risks, agree corrective action and monitor whether improvements are sustained.

9. Support six‑ and 12‑month follow‑up arrangements and ensure learning about sustained outcomes, repeat crisis and unmet need informs service development.

10. Contribute operational evidence and recommendations to service reviews, audits, evaluation, research and campaigns activity.

Partnership and Communication

1. Maintain constructive working relationships with referral teams, internal services and external partners.

2. Provide clear operational updates, respond to escalated referral queries and support consistent feedback to referrers within consent and information‑sharing requirements.

3. Attend relevant internal, partnership and contract meetings on behalf of the service, as agreed with the Project Manager.

4. Ensure communication with residents, staff and partners is professional, accessible and consistent with Citizens Advice equality, diversity and inclusion commitments.

Other Duties and Responsibilities

5. Keep knowledge of relevant policies, systems and procedures up to date and complete training required for the role.

6. Prepare for and participate in supervision, management meetings and organisational learning activities, demonstrating commitment to the aims, principles and policies of Citizens Advice.

7. Abide by health and safety requirements and share responsibility for the safety of colleagues and service users.

8. Carry out other tasks commensurate with the role, as directed by a senior manager, to support effective service delivery and development.

Company: Coventry Citizens Advice Salary: £32,723 to £34,680 a year, pro rata Hours: Part‑time Location: Coventry Working pattern: Hybrid - 1 day remote Job type: Permanent Posting date: 10 Sept 2026 Closing date: 10 Oct 2026

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