Advice Services Manager

Citizens Advice Bristol is looking for an enthusiastic and experienced Advice Services Manager to help lead and develop high-quality advice services that make a real difference to people's lives.

This is a varied and influential role, working across multiple services and teams to ensure that our clients receive a consistent, accessible and high-quality service. You will play a key role in service planning, operational delivery, performance management and continuous improvement.

You will work closely with managers, supervisors, project teams, funders and partner organisations to ensure our services meet agreed targets, contractual requirements and the needs of the communities we support.

What you'll be doing

You will:

• Support the design, development and delivery of advice services, ensuring they respond effectively to client needs.
• Develop and maintain effective operational procedures, workflows, referral routes and service standards.
• Oversee the delivery of services including Money Advice and Pension Service (MaPS), Macmillan, Immigration and outreach teams.
• Monitor service performance, including first-contact times, case volumes, caseloads and other key performance indicators.
• Identify risks, backlogs and areas where services can be improved, taking appropriate action and escalating significant issues where necessary.
• Produce and coordinate performance reports and dashboards, working closely with the Digital and Data Manager.
• Ensure case recording and service delivery meet Citizens Advice, funder and quality requirements.
• Manage and support Project Managers and project staff, while supporting Supervisors and Coordinators with performance, development and learning.
• Work with colleagues to identify training needs and contribute to workforce development.
• Build effective relationships with funders, commissioners, statutory organisations, partner organisations and other Citizens Advice services.
• Support service improvement, operational guidance, policy development and the introduction of more efficient ways of working and digital tools.

You will also represent Citizens Advice Bristol at relevant partnership and coordination meetings and help ensure that the experiences and evidence of our clients contribute to local and national research and campaigns.

About you

We are looking for someone who is self-motivated, collaborative and committed to making a difference. You will have experience of working in advice or another client-facing environment and be confident managing people, services and competing priorities.

You will have:

• Experience of operational advice service delivery and improving or developing services.
• Strong communication and IT skills, including the ability to use systems and data to support service delivery and reporting.
• Experience leading and managing staff and volunteers, including recruitment, development and performance management.
• Strong planning, organisation and problem-solving skills.
• The ability to analyse complex information and turn it into clear, practical recommendations.
• Experience of working across multiple teams or sites.
• Experience of improving processes, implementing change and driving consistency.
• A strong understanding of advice services, welfare benefits, financial wellbeing or a similar client-facing environment.
• An understanding of legislation, social trends and local issues that can affect demand for advice services.
• A commitment to equality, diversity and creating an inclusive working environment.
• A commitment to the aims and principles of Citizens Advice.