Advice Session Supervisor (Welfare Benefits)
| Posting date: | 18 December 2025 |
|---|---|
| Salary: | £14,975 to £15,808 per year |
| Additional salary information: | Employers pension contribution - 4% |
| Hours: | Part time |
| Closing date: | 17 January 2026 |
| Location: | Enfield, London EN3 7FN |
| Remote working: | On-site only |
| Company: | Citizens Advice Enfield |
| Job type: | Permanent |
| Job reference: |
Summary
The purpose of the role is to work with the Head of Service, Project Manager and Trainer to ensure the smooth running of the day-to-day service and to mentor and support paid staff and volunteers to maintain national Citizens Advice standards.
Supervising advice sessions and / or casework -
Manage the practicalities of the advice session and ensure adequate staffing and resources.
Provide an appropriate level of support and supervision to individual workers depending on their level of competence.
Ensure referrals and bookings for projects are being properly monitored and clients are supported in a timely manner.
Undertake supervision leadership tasks, achieving a specialist supporting role in Welfare Benefits.
Review/Monitor the quality of case records / telephone calls of designated staff to meet quality standards and service level agreements.
Assist the Service and Quality Manager to undertake the QAA.
Ensure remedial and developmental issues are identified and acted on to develop individuals, improve the quality of advice, and ensure clients do not suffer detriment due to poor or inadequate advice.
Keep technical knowledge up to date and provide technical support to advisers and / or caseworkers.
Undertake advice work/gateway as required e.g. during staff absences.
Refer complex issues such as breach of confidentiality and safeguarding to senior management.
Support learning and development -
Support the development of volunteers to enable them embrace continuous learning. For example, provide timely feedback on cases reviewed to adviceline/ gateway, and advisers.
Make recommendations to the Trainer for staff training and development areas of need.
Support the Trainer to make decisions on competence of the advice staff.
Support volunteers to develop knowledge and skills in identifying and responding to research and campaigns issues.
Supporting staff recruitment and development -
Create a positive working environment in which equality and diversity are well-managed, dignity at work is upheld and everyone can do their best.
Participate in recruitment and selection activities as delegated.
Support / Participate in the induction of new staff as delegated.
Ensure that Staff and volunteers receive appropriate support, supervision and appraisal and have opportunities for continuous learning and development.
Staff Supervision -
Responsible for the line management and supervision of a team of advisers and support workers within a specialist area of advice.
Provide technical support to advisers and identify areas of further development for individuals and the team.
Manage staff through the provision of regular support and supervision and hold annual appraisals.
Provide appropriate level of support and supervision to individual workers depending on their level of competence.
Participate in the recruitment & selection process as well as induction of new staff as delegated.
Research and campaigns -
Promote the importance of research and campaign delivery within the bureau and deliver training to support identification of issues.
Use social media to communicate key service messages as appropriate.
Make recommendations to the research and campaigns staff and management for local areas for campaigns based on trends in case reviews.
Keep up to date with research and campaigns issues and ensure research and campaigns is promoted and integrated in a way relevant to the role.
Other duties and responsibilities -
Work with the IT team and take responsibility for supporting the daily administration of ICT and case management systems to ensure smooth service delivery (to take out or modify)
Where needed assist the Head of service and quality with authorising payments and reconciliation of petty cash and authorise payments using available systems and procedures 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 organisation’s 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 organisation’s 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 as required.
Supervising advice sessions and / or casework -
Manage the practicalities of the advice session and ensure adequate staffing and resources.
Provide an appropriate level of support and supervision to individual workers depending on their level of competence.
Ensure referrals and bookings for projects are being properly monitored and clients are supported in a timely manner.
Undertake supervision leadership tasks, achieving a specialist supporting role in Welfare Benefits.
Review/Monitor the quality of case records / telephone calls of designated staff to meet quality standards and service level agreements.
Assist the Service and Quality Manager to undertake the QAA.
Ensure remedial and developmental issues are identified and acted on to develop individuals, improve the quality of advice, and ensure clients do not suffer detriment due to poor or inadequate advice.
Keep technical knowledge up to date and provide technical support to advisers and / or caseworkers.
Undertake advice work/gateway as required e.g. during staff absences.
Refer complex issues such as breach of confidentiality and safeguarding to senior management.
Support learning and development -
Support the development of volunteers to enable them embrace continuous learning. For example, provide timely feedback on cases reviewed to adviceline/ gateway, and advisers.
Make recommendations to the Trainer for staff training and development areas of need.
Support the Trainer to make decisions on competence of the advice staff.
Support volunteers to develop knowledge and skills in identifying and responding to research and campaigns issues.
Supporting staff recruitment and development -
Create a positive working environment in which equality and diversity are well-managed, dignity at work is upheld and everyone can do their best.
Participate in recruitment and selection activities as delegated.
Support / Participate in the induction of new staff as delegated.
Ensure that Staff and volunteers receive appropriate support, supervision and appraisal and have opportunities for continuous learning and development.
Staff Supervision -
Responsible for the line management and supervision of a team of advisers and support workers within a specialist area of advice.
Provide technical support to advisers and identify areas of further development for individuals and the team.
Manage staff through the provision of regular support and supervision and hold annual appraisals.
Provide appropriate level of support and supervision to individual workers depending on their level of competence.
Participate in the recruitment & selection process as well as induction of new staff as delegated.
Research and campaigns -
Promote the importance of research and campaign delivery within the bureau and deliver training to support identification of issues.
Use social media to communicate key service messages as appropriate.
Make recommendations to the research and campaigns staff and management for local areas for campaigns based on trends in case reviews.
Keep up to date with research and campaigns issues and ensure research and campaigns is promoted and integrated in a way relevant to the role.
Other duties and responsibilities -
Work with the IT team and take responsibility for supporting the daily administration of ICT and case management systems to ensure smooth service delivery (to take out or modify)
Where needed assist the Head of service and quality with authorising payments and reconciliation of petty cash and authorise payments using available systems and procedures 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 organisation’s 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 organisation’s 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 as required.