Job Opportunity: Advice Session Supervisor

Jan 14, 2021
Posted by: JudyB
Category: General

East Dorset Citizens Advice are looking to recruit a highly motivated and enthusiastic Advice Session Supervisor to support a team of volunteers and paid staff. Closing date for applications: 5.00 pm Thursday 28th January 2021

Job Advert

Position:  Advice Session Supervisor

Location: Based in Wimborne Office as Covid-19 guidance permits, otherwise working from home.


Role details

Salary:                      NJC scale 20 £25,991 (gross FTE)

Hours per week:      21 to be worked over 3 days, Monday to Friday

Type of contract:      Fixed Term until 31st March 2022

Closing date:            5.00 pm Thursday 28th January 2021

Interview date:         Week commencing Monday 1st February 2021


East Dorset Citizens Advice are looking to recruit a highly motivated and enthusiastic Advice Session Supervisor to support a team of volunteers and paid staff. We provide high quality advice to around 2400 clients per year through telephone, face to face and digital channels.

You will be a good team player with an ability to supervise our advice team operating both remotely and from our main office in Wimborne to ensure that the quality of advice given is of a high standard.

You will have considerable experience of advice work in one or more of our core enquiry areas; benefits, debt, employment, housing and consumer.

You can find out more information about the role in the job pack. If you would like to apply please contact us for a job pack:


Tel: 01929 408948

East Dorset Citizens Advice is committed to the principles of equality and diversity

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Job Description and Person Specification: Advice Session Supervisor


Job Description

Supervising advice sessions

  • Manage the practicalities of the advice session.
  • Monitor the case records / telephone calls of advisors to meet quality standards and service level agreements.
  • Keep technical knowledge up to date and provide technical support to advisers and / or caseworkers.
  • Create a positive working environment in which equality and diversity are well-managed, dignity at work is upheld and staff can do their best.
  • Provide an appropriate level of support and supervision to individual workers depending on their level of competence, including when required participating in the induction of new staff.
  • Undertake advice work as required.
  • Keep up to date with Citizens Advice aims, policies and procedures and ensure these are followed.
  • Ensure that work reflects and supports the Citizens Advice service's equality and diversity strategy.
  • Develop and maintain effective admin systems and records relevant to the role.
  • Monitor and evaluate activities appropriate to the role and contribute to the planning process by providing regular reports and feedback on the areas of responsibility.
  • Attend regular internal and external meetings relevant to the role
  • Work cooperatively with colleagues and encourage good teamwork, clear lines of communication and common practices within the team.
  • Abide by health and safety guidelines and share responsibility for own health and safety and that of colleagues.
  • Identify own learning and development needs and take steps to address these.
  • Carry out any other tasks within the scope of the post to ensure the effective delivery and development of the service.

 Professional development

  • Keep up to date with legislation, case law, policies and procedures.
  • Read relevant publications.
  • Use IT for statistical recording, record keeping and document production.

Networking and partnerships

  • Develop links with relevant statutory and non-statutory agencies relevant to the role.
  • Use influencing skills to promote the service and foster good relationships with external organisations.

Person specification

  • Ability to commit to, and work within, the aims, principles and policies of the Citizens Advice service.
  • A good, up to date understanding of equality and diversity and its application to the provision of advice, and the supervision and development of staff.
  • Proven ability to give and receive feedback objectively and sensitively and a willingness to challenge constructively.
  • Demonstrable understanding of the issues involved in interviewing clients.
  • Proven ability to manage / supervise others, including ability to develop and motivate staff.
  • Proven ability to monitor and maintain service delivery against agreed targets.
  • Proven ability to develop individuals or groups by providing support, guidance, tutoring and / or training.
  • Proven ability to supervise and monitor advice work and to maintain systems and procedures.
  • Ability to prioritise own work and the work of others, meet deadlines and manage workload in a busy environment.
  • Ability to use IT systems and packages, and electronic resources in the provision of advice and the preparation of reports and submissions.
  • Ordered approach to session management and an ability and willingness to follow and develop agreed procedures.
  • Ability and willingness to work as part of a team.
  • A commitment to continuous professional development.




Advice Quality Assurance