Team Leader

Citizens Advice Torridge North Mid and West Devon; Barnstaple; Hybrid; GBP 28,000 - 36,000; Full time

Job summary

Citizens Advice Torridge North Mid and West Devon is seeking a Team Leader to oversee a dedicated team of staff and volunteers across multiple offices. You will supervise on-site and remote activities, ensuring high-quality advice delivery and staff development.

A full driving licence and access to a vehicle are essential to cover our geographic footprint. You will support frontline advisers, monitor performance, and contribute to policy and campaigns work.

Qualifications

• Full drivers licence and access to a vehicle.
• Ability to provide objective, sensitive feedback and monitor high standards within a team.
• Commitment to continuous professional development.
• Proven ability to lead and manage a team, including staff and/or volunteers.
• Experience supervising and monitoring advice work and volunteer-based activities.
• Experience in the third sector and/or working with volunteers.
• Excellent written and verbal communication skills.

Responsibilities

• Manage and oversee a team of volunteers and paid staff and ensure adequate staffing and resources.
• Provide support to individual advice and information workers depending on their level of competence.
• Monitor staff and volunteer activities to meet quality standards and service level agreements.
• Identify learning and development needs and address them.
• Foster an inclusive, equitable work environment.
• Manage performance through regular 1:1s, reviews and development opportunities.
• Contribute to Advice services, policy and campaigns work.

Skills

Team leadership

Staff supervision

Communication

Problem solving

Tools

IT systems

Job description

Company: Citizens Advice Torridge North Mid and West Devon

You will work as part of our team overseeing and supporting local advice services and providing technical support and supervision to both staff and volunteers. This is a key role in the effective operational delivery and the quality of our Advice services.

You will receive high quality training to achieve the required standard of technical knowledge in the principal areas of advice. Each Team Leader has a particular focus on a key area of advice and acts as the organisation's lead in this area.

You will work alongside our other Team Leaders who are based in locations across our four districts and supervise advice workers onsite and remotely. You will be responsible for a team who will report directly to you.

This role could be based in Barnstaple, Tiverton or Okehampton with the flexibility to travel between our offices.

Main purpose of the job

• Manage and oversee a team of volunteers and paid staff, and ensure adequate staffing and resources are in place to deliver high quality services to clients.
• Provide an appropriate level of support to individual advice and information workers depending on their level of competence.
• Monitor staff and volunteer activities to ensure quality standards and service level agreements are met.
• Proactively identify own learning and development needs and take steps to address these.
• Create a positive working environment in which Equity, Diversity and Inclusivity is well managed, dignity at work is upheld and people can do their best at work.
• Ensure the effective performance management of your team through regular one to one support, annual reviews and learning and development.
• Contribute to the twin aims of Citizens Advice: Advice giving and Policy, Research and Campaigns work.

Other duties and responsibilities

• Monitor and evaluate activities appropriate to the role, contributing to the development and delivery of the business plan.
• Keep up to date with Citizens Advice aims, policies and procedures and ensure these are followed.
• Comply with health and safety guidelines and take shared responsibility for personal health and safety and that of colleagues.
• Undertake any other reasonable duties as required to ensure the effective delivery and development of the service.
• Due to geographical coverage of the organisation, you need to hold a full driver's licence and have regular access to a vehicle.

Person specification

• Full drivers licence and access to a vehicle.
• Proven ability to provide objective, sensitive feedback, challenge constructively, and monitor and maintain high standards within a team.
• Ability to reflect on own practice, maintain professional standards, and identify training needs, with a commitment to continuous professional development.
• Proven ability to communicate effectively, both verbally and in writing.
• Able to demonstrate understanding of the issues affecting society and their implications for clients and service provision.
• Proven ability to lead and manage a team, including developing and motivating staff and/or volunteers.
• Awareness of the differences between managing paid staff and volunteers.
• Knowledge of and ability to use a range of IT systems.
• Experience of supervision and monitoring of advice work and supporting casework systems and procedures.
• Experience of working in the third sector and/or working with groups of volunteers.

Interviews will be held on Monday 7th December.

Citizens Advice Torridge North Mid and West Devon