We have an exciting new opportunity to join our growing organisation and lead volunteers and paid staff to deliver high quality advice across multiple channels including phone, email, webchat and video.  We are looking for someone with the skills and to deliver our contracts to the highest standard, helping us to reach more people and make a difference to peoples lives, but we also want you to be innovative and try new channels and ways of working to reach the people who need us and make an impact.

You will have experience of information and advice services and understand how to make phone and digital effective, able to train and supervise staff and volunteers and share good practice.  You will need organisational skills and be a problem solver who can identify ways to meet targets, managing referrals and keeping information systems up to date.  An excellent communicator who works well with different teams and stakeholders.  You will support the development of our information content on our website and social media and videos as well as working with partners and grassroots organisations to reach more people and communities.

We offer development opportunities and committed to equality, diversity and inclusion and working with partners to improve the system we work in.

Please note we reserve the right to close early.


  • Paid annual leave (+ bank holidays)
  • Company Sick Pay (Qualifying period required)
  • Company pension scheme
  • Employee Assistance Programme
  • Flexible employer sensitive to the needs of today’s workforce
  • Commitment to continued professional development
  • Working for a locally focused charity dedicated to assisting and empowering the community, and helping influence changes to government policy
The Role
  • To lead a team of volunteers and paid advisors to deliver high quality digital advice across multiple channels including phone, email, website and video for our generalist advice, projects and other helpline services so targets are met.
  • You will implement new digital services like social media, review performance, test and trial using data to monitor effectiveness and continuous improvement
  • You will work closely with colleagues in business support to create content to improve access and advice on our website and social media platforms
  • Ensuring the team meets advice standards, professional development and learning are completed, using data to make improvements and identify the need to make changes to support our clients

For more information please take a look at the Job Description within the Job Pack.

The Candidate

Essential knowledge and experience

  • At least 2 years recent experience of either providing advice on social welfare law or successfully supervising or managing advice services
  • A good understanding of quality standards such as the AQS and experience of working to them and improving services
  • Experience of planning delivery of projects or a service, using rotas and working successfully to KPIs and targets
  • Demonstrable experience of delivering or managing advice across digital platforms such as helplines, email, webchat, social media or video and an understanding of what makes effective advice

Essential Skills and behaviours

  • Excellent communication and leadership skills to bring about positive outcomes including coaching and mentoring staff and volunteers, providing feedback
  • Ability to digest and create advice content for a wide range of audiences and coach others, e.g. professionals and the public for our website and social media content
  • A proven commitment to continuing professional development, learning from actions and continuous improvement for self and others
  • Excellent organisation skills and able to manage and conflicting priorities and meet deadlines
  • Excellent IT and digital skills and ability to work independently using a range of applications, software, Client databases and Microsoft office.


  • Demonstrate a commitment to equality, diversity and inclusion and able to apply this to different aspects of your work
  • A commitment to developing services to meet client need and continuous improvement
  • A commitment to the aims and values of Citizens Advice


  • Experience of managing and leading a team
  • Proven understanding of working with large volunteer workforce
  • Recent experience of successful project work and implementation
  • Experience of delivering training to internal and external audiences.
About our Charity
Citizens Advice in West Sussex (North, South, East) (CAWS) is a registered charity and part of the national Citizens Advice Network.   We are here to help our users with the problems and questions they face, so they can make choices and thrive.  We want things to be better and so we use our insight and our clients lived experiences to improve the system for everyone.
Our service is free, independent and confidential .  We value diversity, promote equality and challenge discrimination.

CAWS delivers a range of advice services, funded by grants, local and national contracts.  We work in lots of partnerships including the local authority, Macmillan, NHS, Housing Associations and more.    Citizens Advice experience is not a requirement for this post, although an understanding of the service is desirable.

Please use the person specification found within the Job pack to guide your responses in the application form.

Job details

LocationWithin one of our West Sussex offices – travel required
Hours37 hours per week, full time
Salary£28,000 - £32,500 depending on experience
Contract typePermanent
Closing Date9 am, 9th of November 2020, CAWS reserve the right to close early or extend
Interview Date12th of November 2020

Application pack

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