Advice Services Manager
Annual Salary: £46,145 to £48,797
Department: Advice Services
Reports to: Deputy Chief Executive
Location: Barry
Contract Type: Permanent
Working hours: 37 Hours per week, Monday to Friday
Closing date: 11.55pm Sunday 11th October
Interview date: Wednesday 21st October
About us
Citizens Advice Cardiff & Vale is an independent charity and member of the Local Citizens Advice network. With over 140 employees, we are one of the largest local offices in England and Wales. We help people resolve their legal, money and other problems by providing free, independent, impartial and confidential advice on a range of issues including welfare benefits, debt, housing, employment, immigration and discrimination. Our projects cover the Cardiff and the Vale of Glamorgan regions as well as all of England and Wales.
Role overview
Citizens Advice Cardiff & Vale is seeking an experienced and motivated leader to join our Senior Management Team as an Advice Services Manager.
In this pivotal role, you will lead, support, and inspire a team of Team Leaders to deliver a diverse portfolio of advice services. You will play a key part in ensuring our services are high-quality and client-focused, while consistently meeting the expectations of funders and stakeholders.
As a strategic leader, you will contribute to the organisation’s long-term vision by driving service excellence, strengthening partnerships, and supporting sustainable growth. This is an opportunity to make a tangible difference in people’s lives while shaping the future of advice provision across Cardiff and the Vale.
How to apply
Please upload your CV to https://cacv.org.uk/working-with-us/careers/
We welcome applications in the Welsh language.
We are also funded to deliver advice in Welsh. Therefore, we are actively recruiting Welsh speaking advisers. Fluent Welsh speakers will receive an additional £2,000 per annum following an assessment of their abilities and commencement of delivery of services in Welsh.
Equity, Diversity & Inclusion (EDI)
Our ambition is to work together to promote a more inclusive environment that attracts everybody with the right skills and experience and signals our commitment to celebrating and promoting diversity.
We are committed to the equal treatment of all current and prospective employees and do not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership. We want people to bring their unique blend of experiences, backgrounds, perspectives and knowledge as we recognise that diversity makes us stronger.
Please note that we are unable to provide sponsorship under the UK points-based immigration system, as we do not hold a sponsorship license
Disability Confident
We are Disability Confident employer. Disability Confident is a government initiative to encourage employers to recruit and retain disabled people and those with health conditions. It is voluntary and has been developed by employers and disabled people’s representatives. Being a Disability Confident employer means that we commit to:
All of the actions to be Disability Confident employerOffering at least one activity to get the right people for our organisationAt least one activity to keep and develop our peopleSuccessfully completing the Disability Confident self-assessment
Advice Services Manager Job Description
What you can expect
You will lead and develop a team of Team Leaders to deliver a diverse portfolio of advice services, driving high-quality, client-focused delivery that meets funder and stakeholder expectations and supports the organisation’s strategic priorities, sustainability, and growth.
Your responsibilities
What we’ll trust you with
Performance Management
You will cultivate a high-performance team, providing ongoing support, mentorship and coaching to the Team LeadersYou will make informed strategic decisions to drive project success and alignment with organisational prioritiesYou will identify and resolve complex issues using strong analytical and problem-solving skillsYou will drive the achievement of KPIs across multiple projects, tracking performance and implementing improvement strategiesYou will produce clear, insightful reports on project performance to the senior management team, trustee board, and fundersYou will develop high-quality funding bids to secure funding for advice services and related initiativesYou will oversee the work of the Deputy Advice Services Manager, ensuring effective delivery and development within the role
Stakeholder Engagement
You will build and maintain strong relationships with key stakeholdersYou will play a key role in the Single Advice fund operational meetings, contributing to effective coordination and deliveryYou will foster collaborative working relationships with other Local Citizens Advice offices in the Citizens Advice South East Wales (CASEW) consortium
Culture and People
You will role-model organisational values and set clear expectations for behaviour and performanceYou will foster an open, collaborative, and accountable environment where team members feel empowered to contribute ideas and solve problemsYou will champion equity, diversity and inclusion, ensuring a respectful and inclusive workplace for all
Learning and development
You will be proactive in your learning and identify your professional development needsWe will support your development by providing training and coaching
Being an employee of CACV
You will contribute to a positive and supportive working environment by treating colleagues with respect and professionalismYou will demonstrate commitment to our aims, principles, and equal opportunities, adhering to policies that uphold the organisation’s integrity and reputationYou will maintain professional standards in all aspects of your workYou will comply with health and safety requirements, taking responsibility for your own wellbeing and that of colleagues
General
You will undertake any other duties reasonably required, in line with the scope and level of the role
This document is intended as a guide only. It is not exhaustive and does not constitute a term and condition of employment.
Advice Services Manager Person Specification
What we’re looking for
Your skills, knowledge and experience
Essential Criteria
You will be an experienced manager who can demonstrate the following skills and qualities:
Leadership: You lead with integrity, respect and inclusion, inspiring teams to achieve high-quality services that meet performance requirements: You take responsibility for personal, team and department outcomes, demonstrating transparency and ownership in decision-making: You work effectively in a changing environment, remaining flexible and responsive to changing priorities, circumstances and stakeholder needs: You communicate clearly and effectively with a range of audiences, including stakeholders, senior managers, trustees and external partnersYou maintain a constructive, professional, and solution-focused approach under pressure and during change: You think strategically and critically, exercising sound judgement and relevant evidence to make effective decisionsTime management: You plan and manage your time efficiently and prioritise effectively to meet deadlines
Desirable Criteria
Experience of leading teams delivering advice services or similar client-facing support servicesExperience working with funders, trustees, or senior governance bodiesExperience of managing performance against KPIs or service delivery targetsExperience contributing to service development, transformation, or improvement initiatives
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