Salary Scale: £29,521.46 – £30,496.71 – £31,473.31 per annum
Hours: 37 hours per week.
Contract: Permanent
Holiday: 25 days annual leave + 2.5 days at Christmas + bank holidays + long term service leave accrual

About the role:

Would you like to develop the support for our volunteers to provide essential services for the people of Plymouth? At Citizens Advice Plymouth, we depend on our volunteers to support the delivery of our face-to-face and telephone information, advice, guidance, advocacy, and preventative education to the clients who need us. No client is the same and we work with different people in a variety of ways to help them find a way forward in difficult and challenging times.

This is a varied operational role, but there is also the opportunity to get involved in the volunteer strategy. Most of your time will be working on volunteer recruitment, retention, and engagement, making sure our volunteers have the training and equipment they need, encouraging a positive and inclusive working environment, and coaching and supporting them to carry out their roles. You will also champion the role of volunteers in the organisation, produce reports to demonstrate their impact, and work with the Senior Operations Managers to forecast volunteer numbers.

There is the opportunity for partnerships and stakeholder work, maintaining existing external relationships and developing new links to increase our recruitment sources and diversity of the volunteer team. You will also work with teams across Citizens Advice Plymouth, including the managers of our projects, the HR department and the IT and Facilities department.

Who we are looking for:

We’re looking for someone who’s passionate, positive, resilient, organised and wants to play a key role in helping us deliver our vital work across Plymouth through the development and support of our volunteers.

You may already have experience of volunteering or the charity sector and be looking to develop your career further. You may be working with volunteers currently, or have experience in management, training, or coaching, but want to use your skills in a different way.

You will be a positive leader with a passion for coaching and developing people and experience of supporting people in a professional environment. You’ll understand and be able to apply people management policies and make decisions for the wellbeing of your team.

You will form part of the management and support framework for all of the volunteers within the organisation, ensuring that we continue to develop our volunteer offering, and drive consistency in our client service.

You will be working within Citizens Advice Plymouth’s aims and principles and our regulated industry initiative. You will work closely with managers, the Learning and Development team and the IT and Facilities teams to ensure that volunteers are trained, supported, and have the tools and resources to carry out their roles.

You’ll be resilient and emotionally intelligent, able to manage difficult conversations well and not be afraid to tackle difficult situations head on, including dealing with safeguarding and suicidal conversations with our clients. You’ll embrace change and be open and transparent in all you do. You actively listen and take the necessary steps to provide equitable support for wellbeing.

You will be an excellent communicator – able to communicate assertively but calmly and compassionately, speak confidently to people at all levels of the organisation, hold discussions to ensure transparency, consistency and understanding, and write clearly and concisely, avoiding the use of jargon where possible.

You will have an excellent understanding of equality, diversity, inclusion, and work to promote and enhance this through our organisation. You won’t be afraid to challenge volunteers, staff, managers or leaders to help us remain legal, ethical and credible and make sure we are being as equitable as possible in our people decisions.

Excellent IT skills are essential, and you should enjoy working as part of a busy, motivated and supportive team and be able to adapt well to changing priorities.

We value diversity, promote equality and challenge discrimination. We encourage and welcome applications from suitably skilled candidates from all backgrounds. We particularly welcome applications from candidates who are disabled, or people from Black, Asian and other racially minoritised backgrounds, as these people are currently underrepresented at Citizens Advice Plymouth. We also actively welcome applications from LGBTQ+ candidates.


This role is based full-time in our Plymouth City Centre office. We are an approachable and supportive team, working in a rewarding environment and aim to provide the best possible service to people across the City of Plymouth and beyond.


The role is 37 hours a week (9-5 Monday-Thursday and 9-4:30 on Fridays) on a permanent basis.

Start Date:

We anticipate this role to start in January 2024, with interviews in mid-December 2023.

Closing Date:

13th December 2023 at 09:00

Please note:
We will review applications as they are received.
We reserve the right to close recruitment early or withdraw an advertised post at any time.
We are not accepting CV applications for this role.

To apply for this vacancy:

1. For further information please download our application pack here

2. Completed applications should be returned to

3. Please let us know if you need us to adapt our application process so there are no barriers for you to apply.