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Local Services Manager

Salary scale:
£28,008.98 to £29,860.83 per annum

Full-time (37 hours per week)
Working between Monday to Thursday 9:00 – 17:00, and Friday 9:00 – 16:30.
Flexible working requests will be considered.

About the role:
We are recruiting for a Local Services Manager to lead a team of around 10 advisers, caseworkers, and administrators, ensuring they deliver the highest standards of advice and customer service. This includes developing, coaching, and mentoring advisers and caseworkers who provide holistic advice to clients.

You will be managing the day-to-day running of the projects and will be the first point of contact for your teams. You will be responsible for the day-to-day line management of your team, including all HR processes. You will be a role model, managing the team in line with the behaviour framework at Citizens Advice Plymouth.

You will also be required to support across all the projects in the Local Services department, and be flexible to meet the demands of our service.

Role context:
Our Local Services projects focus on supporting people who live, work and study in Plymouth and its surrounding areas. These projects offer advice on debt, energy, benefits, housing, immigration, and employment.

Clients access our services through a variety of channels, including face-to-face, telephone, and digital services such as webchat and Facebook Messenger.

You will be part of a team of Local Services managers who report to the Head of Local Services.

About you:
You will be an excellent people manager, with experience of motivating, inspiring and leading teams to achieve high quality standards and performance targets. You will care about people, and be able to adapt to get the best from them as individuals. You will be comfortable with producing reports, leading meetings, quality assessing your team’s work, and adapting to the changing needs of the service.

You will be able to prioritise your workload well, communicate clearly and effectively, and make sure our policies are implemented consistently.  

About Citizens Advice Plymouth:
Citizens Advice Plymouth are part of the Citizens Advice national network of over 200 organisations offering free confidential advice and information across England and Wales.  We are now one of the largest local offices in the network with approximately 180 staff.

Working at Citizens Advice:
We value diversity, promote equality and challenge discrimination. We encourage and welcome applications from suitably skilled candidates from all backgrounds.

Please let us know if you need us to adapt our application process so there are no barriers for you to apply.   If you are offered an interview, we will send you the interview questions 24 hours in advance. We will also meet any reasonable adjustment requests.  

We particularly welcome applications from candidates who are disabled, or people from Black, Asian and minority ethnic backgrounds, as these people are currently underrepresented at Citizens Advice Plymouth. We also actively welcome applications from LGBTQ+ candidates. As part of our commitment to employ a more diverse workforce, we guarantee to interview all candidates who have these protected characteristics if they also meet the minimum essential criteria set out in the person specification.


Citizens Advice Plymouth, Cobourg House, Mayflower Street, Plymouth.
This position will include managing our face-to-face advice team and as such will be primarily based at our Cobourg House office in Plymouth.

Deadline for applications:
Thursday 9th June 2022 at 9am

Please note we reserve the right to close adverts early, so please apply soon to ensure that you are considered for the role.

Interview dates:
Interview dates for both first and second interviews to be confirmed

To apply for this job:
1. Please download our Job Pack and application form here
2. Completed applications should be returned to by the closing date/time.
3. Please note we are not accepting CVs for this role.