Technical Supervisor/Money Advice Caseworker

Citizens Advice; Greater London; On-site; GBP 34,000 - 46,000; Full time

Job summary

Citizens Advice in London seeks a Money Advice Technical Supervisor to lead our debt and money advice services in Southwark. You will ensure high-quality financial guidance and shape the skills of frontline advisers.

You will mentor staff, supervise complex cases, and drive improvements while ensuring FCA and Advice Quality Standard compliance. This role requires resilience, strong regulatory knowledge, and the ability to manage a busy caseload.

Qualifications

• At least 2 years' experience delivering specialist money or debt advice.
• Experience supervising, mentoring, or checking other advisers.
• Ability to manage a challenging caseload and meet targets under pressure.

Responsibilities

• Lead Quality Assurance: file reviews and case audits to ensure FCA regulations and the Advice Quality Standard (AQS).
• Provide daily guidance, coaching and feedback to advisers and volunteers.
• Oversee high-level caseloads including Debt Relief Orders (DROs), bankruptcy, and housing arrears.
• Monitor team outcomes against local targets to improve service delivery.

Skills

Debt advice

Supervision

Coaching

Regulatory compliance

Job description

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Are you an experienced debt advice specialist ready to step into a leadership role? Do you want to use your technical expertise to support a team making a real difference in South London?

We are seeking a Money Advice Technical Supervisor to lead our dedicated debt and money advice services in Southwark. In this vital role, you will ensure our community receives the highest quality financial guidance while directly shaping the skills of our frontline advising team.

What You Will Do

• Lead Quality Assurance: Conduct file reviews and case audits to maintain compliance with FCA regulations and the Advice Quality Standard (AQS).
• Support the Team: Act as the technical point of escalation, providing daily guidance, coaching, and feedback to advisers and volunteers.
• Manage Complex Cases: Oversee high-level casework, including Debt Relief Orders (DROs), bankruptcy, and severe housing arrears.
• Drive Performance: Monitor team outcomes against local project targets to ensure efficient and impactful service delivery.

What We Are Looking For

• A minimum of 2 years of experience delivering specialist money or debt advice.
• Experience supervising, mentoring, or checking the work of other advisers.
• Ability to manage a challenging caseload, meet targets and prioritise work in the face of competing demands on your time.
• Ability to respond sensitively to clients from a variety of backgrounds who are under pressure and negotiate with third parties in order to minimise conflict.