Advice Quality & Operations Manager – Maternity Cover

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Fixed Term
£31,401.00 pro rata
Closing date: 21/07/2023
Disability Confident Employer

Citizens Advice Stevenage

Purpose of the Job

We’re looking for an Advice Quality and Operations Manager to join our team and provide maternity cover.

In this role, you’ll be part of the senior leadership team and will have overall responsibility for the quality of advice across the entire service, and for the day to day and strategic operations of both the specialist and generalist services available.

You will line manage advice staff and have overall responsibility for supporting volunteer advisers.

You will assist the Chief Executive Officer in the running of the organisation, contributing to the organisation’s strategic direction, Business Plan and internal governance.

You’ll be working in a fast-moving environment where the work is varied, so you’ll need to be flexible, organised and have a proactive approach to supporting your team, with the intention of providing the best possible service to our clients.

Job Description

Advice Quality and Operations Service delivery

  • Overall responsibility for the Quality of Advice and Audit requirements
  • Supervise the work of designated staff to ensure that standards meet Citizens Advice requirements
  • Provide technical support and act as consultant to the advisers
  • Ensure service delivery and adequate cover from available staff
  • Monitor the quality of advice given to clients
  • Maintain and develop standards of service delivery
  • Ensure that appropriate systems are developed and maintained for case recording, statistics, follow up work and quality control
  • Undertake advice work as and when required
  • Assist and advise the relevant managers on compliance with the Citizens Advice membership scheme

Staff Management

  • Attend regular meetings of the management team
  • Attend regular meetings of all paid and unpaid staff
  • Advise the chief officer on staffing and service delivery issues writing monthly reports that will be shared with the Board of Trustees
  • Identify the learning and development needs of staff through support and supervision and contribute towards the organisation’s learning and development plan
  • Ensure the effective performance management and development of staff through regular supervision sessions, the appraisal process and learning and development
  • Plan and allocate work, monitor achievement of deadlines and support staff as appropriate
  • Ensure that the service area and projects are adequately staffed and resourced
  • In accordance with Citizens Advice and service procedures assist the CEO in implementing employment policies and procedures
  • Encourage good teamwork and lines of communication between all partners and members of staff
  • Ensure recruitment and induction of new staff and volunteers as appropriate

Financial management

  • Contribute to decisions on allocation of resources

Planning and Development

  • Attend regular meetings of the management team
  • Attend regular meetings of all paid and unpaid staff
  • Monitor, assess and/or implement the development plan as required by the Citizens Advice membership scheme
  • Co-ordinate activities, procedures and systems so as to promote common policies and/or practices within the appropriate service delivery area
  • Implement IT and other resource strategies within Citizens Advice guidelines
  • Maintain the service area’s learning and development plan

Learning and Development

  • Organise learning and development activities in conjunction, as appropriate, with the chief officer and / or training supervisor


  • Oversee and monitor effective and efficient administrative systems
  • Monitor an effective health and safety policy with regard to staff, equipment and premises within statutory requirements

Trustee board

  • Maintain complaints procedures in accordance with Citizens Advice guidelines
  • Attend meetings of the trustee board as required
  • Help with preparation of the annual report

Other duties and responsibilities

  • To maintain confidentiality at all times
  • To promote and uphold the aims, principles, policies, and membership requirements of the Citizens Advice service, and to protect the organisation’s integrity and reputation
  • Abide by health and safety guidelines and share responsibility for own safety and that of colleagues.
  • Identify own learning and development needs and take steps to address these.
  • Participate in organisation initiatives as appropriate and contribute to the work of associated committees and working parties
  • Support the strategic development of the organisation to ensure its management and services to clients reflect and support the Citizens Advice service’s equality and diversity strategy
  • Carry out any other tasks that may be within the scope of the post to ensure the effective delivery and development of the service


Person Specification | What you need to do for this job

  • The ability to commit to, and work within, the aims, principles and policies of the Citizens Advice service
  • Proven ability to manage people including the ability to recruit, develop and motivate staff and volunteers
  • Ability to create a positive working environment in which equality and diversity are well managed, dignity at work is upheld and staff are empowered and motivated to do their best
  • Ability to meet Citizens Advice competency requirements for an Advice Quality Supervisor, Caseworker and Generalist Adviser
  • Ability to monitor and maintain casework systems and procedures
  • Proven ability of monitoring, improving and maintaining high levels of quality and service delivery against agreed targets
  • Ability to communicate effectively verbally and in writing
  • Ability to analyse and interpret complex information and produce and present clear reports verbally and in writing
  • Ability to ensure best use of IT systems and packages in the provision of advice services
  • Ability to monitor and analyse statistics, to plan and manage projects and to check accuracy of calculations
  • Ability to work with a variety of organisations and to earn and maintain the trust of those people with whom the service deals
  • Ability to lead and contribute to a team, including the ability to prioritise own work and the work of others, and take decisions in the day to day running of a busy service area

Application Process:

To apply please send your CV and concise supporting statement which includes examples and evidence of when you have demonstrated the attributes listed within the person specification. You will be expected to address each point separately and,

in the order listed.

Applications should be submitted to

If you do not complete a full supporting statement in the requested format, your application may be rejected.

We are an equal-opportunity employer. If you have any requirements (e.g. for attending an interview) please note these clearly in your letter.

Interview Process

The closing date is: Rolling basis

We reserve the right to close this vacancy at any point.

Shortlisted candidates will be contacted by telephone, so please give a daytime telephone number or somewhere we can leave a message to arrange an interview.

Guidance notes for applicants

Equal Opportunities

We are an equal opportunity employer. Please let us know if you require any adjustments to be made to the application process or if you have any requirements (e.g. for attending an interview). Note these clearly on in your letter. Please be assured that we will be supportive in discussing reasonable adjustments with you at any stage of the recruitment and selection process.

Entitlement to work in the UK

A job offer will be subject to confirmation that you are permitted to work in the UK in accordance with the provisions of the Asylum and Immigration Act 1996. You will be asked to provide evidence of your entitlement to work in the UK if you are successful and an offer of employment is made. Please note that Citizens Advice Stevenage does not hold a sponsor license and, therefore, cannot issue certificates of sponsorship under the points-based system.


All job offers are subject to the receipt of two satisfactory references:  One should be from your current or most recent employer or line manager (if you are employed through an agency), or your course tutor if you have just left full time education. Both referees should be able to comment on your suitability for the role. References will only be taken up for successful candidates following interview.

Criminal convictions

Anyone who applies to work within Citizens Advice Stevenage will be asked to disclose details of unspent convictions during the recruitment process.

Having a criminal record will not necessarily bar you from working for Citizens Advice Stevenage – much will depend on the type of job you have applied for and the background and circumstances of your offence. However, we are not able to employ anyone with a conviction for a sexual offence against a child or vulnerable adult, regardless of when the office took place. All other convictions will be considered on an individual basis.

Disclosure and Barring Service (DBS) disclosures are only requested where proportionate and relevant to the post concerned. If the post for which you are applying for requires a DBS disclosure, this will be noted in the application pack.

Health and Safety

It will be the duty of every employee while at work to take reasonable care for the health and safety of themselves and of other persons who may be affected by their acts or omissions at work.

The duties and responsibilities listed above describe the post as it is at present. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.

Addressing each point of the person specification

This is a key section of the application which allows you to provide evidence of your experience, knowledge, skills and abilities that are relevant to the role as described in the role profile.  Selection is based on an assessment of the evidence you provide against the requirements of the role as set out in the person specification.  It is important that you tailor your response to clearly demonstrate how you meet each requirement. No assumptions will be made about your achievements and abilities.

Please provide one example for each requirement.  You should choose examples of past experience that clearly demonstrate what we are looking for, and be precise about what you did, how you did it and the outcome or result of your actions.   Please try to limit your response to each criterion to a maximum of 200 words.

A useful guide might be S.T.A.R:

Specific – give a specific example

Task – briefly describe the task/objective/problem

Action – tell us what you did

Results – describe what results were achieved

Please provide recent work examples wherever possible.  However, do remember that relevant examples from other aspects of your life, for example: voluntary or unpaid work, school or college work, family or home responsibilities, can also be given.