Senior Welfare Benefits Service Manager

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

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.