Advice Session Supervisor

Advice Session Supervisor

Job pack

Thanks for your interest in working at Citizens Advice Diss, Thetford and District. This job pack should give you everything you need to know to apply for this role and what it means to work at Citizens Advice.  

• The role
• Location: Thetford and Diss & other locations 
• Salary: £28683 pa (annual pay review pending)
• Hours: 35 hours over 5 days
• Contract: Permanent
• Days: 5 days 
• Closing date: 25^th April 2026

• Role profile

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We’re looking for an organised, proactive and supportive Advice Session Supervisor to join our Core Advice Team. You will play a key role in ensuring that Citizens Advice Diss, Thetford & District (CADAT) delivers a high‑quality, accessible and consistent advice service across all channels and sites.

You will ideally already be a trained Adviser and have completed, or be working towards, Supervisor training. You’ll have the confidence and experience to train, guide and motivate volunteers and staff, ensuring they feel valued and supported while continuously developing their skills. This is a hands‑on role where you will help shape day‑to‑day service delivery, maintain quality standards, delivery training, and contribute to a positive team culture. 

You may be based at our office locations across Diss and Thetford areas. 

Key Responsibilities

 1. Supervision, Support & Quality Assurance

– Deliver daily adviser briefings, weekly supervisor meetings, and monthly QAA checks.

– Lead the annual Adviser Reflection process and ensure constructive, developmental feedback.

– Provide day‑to‑day supervision of staff and volunteers across digital and in‑person channels.

– Review case records, telephone calls, emails and other channels to ensure service quality and compliance.

– Ensure remedial and developmental actions are identified and followed through.

– Maintain up‑to‑date generalist and specialist knowledge and provide technical support to advisers.

2. Advice Session Management

– Oversee practical operations of advice sessions, ensuring adequate staffing, resources, and coverage during core hours.

– Manage online diary systems, appointments, and adviser availability.

– Maintain a consistent approach to service delivery across all sites and channels.

– Ensure a safe, welcoming, and well‑organised working environment.

3. Learning, Development & Training

– Coordinate and deliver volunteer and staff training across Diss and Thetford.

– Embed the Adviser Learning Programme, including weekly trainee observations and a structured review schedule.

– Allocate time and support for trainee advisers to complete their learning.

– Work with the Advice Team to ensure high-quality inductions, sign‑off processes, and continuous learning.

4. Leadership, Culture & Change

– Model inclusive, compassionate and psychologically safe leadership.

– Support implementation of new ways of working that improve efficiency and client experience.

– Attend regular team, supervisor and organisational meetings.

– Contribute to a positive, solution-focused working environment.

5. Operational & Administrative Duties

– Monitor and order office resources (stationery, supplies, petty cash).

– Act as a keyholder, supporting opening/closing duties and maintaining a safe environment.

– Carry out weekly fire testing; act as Fire Marshal and First Aider.

– Manage IT logs, equipment allocation, and liaise with IT Support regarding issues or potential breaches.

– Ensure compliance with CADAT procedures and policies, including safeguarding.

– Support Development Committee fundraising activities when required.

– Provide first response to complaints and escalate appropriately.

• Person specification 

Essential Criteria 

1. Knowledge of local welfare, housing, debt, and community support systems relevant to CADAT’s client base.
2. Ability to analyse case records and provide clear, actionable feedback to improve adviser performance.
3. Strong decision-making skills, especially in managing risk, safeguarding, and complex advice issues.
4. Ability to manage competing priorities and maintain service coverage across multiple sites.
5. Experience using CRM systems and digital telephony systems (or ability to learn quickly).
6. Ability to manage sensitive information confidentially and in line with GDPR and Citizens Advice data policies.
7. Demonstrated ability to resolve issues calmly, including complaints resolution at first response stage.
8. Confidence in leading change and supporting teams through new processes or improvements.
9. Ability to work autonomously, making sound operational decisions without constant supervision.
10. Commitment to equality, diversity and inclusion, ensuring a welcoming and equitable service for clients, staff and volunteers.

Desirable Criteria: 

1. Thorough understanding of Citizens Advice quality frameworks, including Adviser Learning Programme, case checking standards, and QAA requirements.
2. Supervisory/management experience
3. Experience in the VCSE sector

In accordance with Citizens Advice national policy, we will ask the successful candidate to be screened by the DBS. However, a criminal record will not necessarily be a bar to your being able to take up the job. 

To apply please complete the application form and return to recruitment@cadat.org.uk 

If you’d like to chat about the role, please email Gemma.Morton@cadat.org.uk