Advice Service Supervisor
| Posting date: | 21 January 2026 |
|---|---|
| Salary: | £31,279 per year, pro rata |
| Hours: | Part time |
| Closing date: | 15 February 2026 |
| Location: | Ilkeston, Derbyshire |
| Remote working: | On-site only |
| Company: | Citizens Advice Derbyshire Districts |
| Job type: | Permanent |
| Job reference: | CADD - ASS |
Summary
Advice Service Supervisor (Adviceline)
Hours: 18.5 hours per week
Contract: Permanent
Salary: £31,279 per annum, pro rata
Location: Ilkeston
About the role:
The Advice Service Supervisor will be part of a supervision team overseeing the delivery of high-quality telephone-based advice through our Adviceline. Reporting to the Advice Service Manager responsible for the service, the role involves supervising staff and volunteer advisers, managing the smooth running of advice sessions, maintaining quality standards, and providing operational and technical support. Working closely with colleagues across the service, the postholder will help ensure Adviceline is accessible, well-staffed and responsive to our client’s needs.
A key focus of the role is supporting, motivating and developing staff and volunteers, creating a positive and inclusive working environment where people feel confident, valued and able to deliver the best possible advice to clients.
We welcome and encourage applications from people of all backgrounds. We are proud to be a Disability Confident Employer and hold the Derbyshire LGBT+ Rainbow Accreditation.
Who we are looking for:
The ideal candidate will have:
• Previous advice experience, including up to date knowledge of welfare benefits systems
• Experience in supervising, coaching, developing or mentoring staff and/or volunteers
• Ability to provide clear, supportive and constructive feedback
• Ability to stay focused, calm and decisive when working in a busy and noisy setting
• Strong digital skills, including confident use of case management systems
• Previous experience of working in a fast-paced telephone service environment
• A commitment to the aims and principles of Citizens Advice
What we offer:
We’re proud to offer a comprehensive benefits package that supports your wellbeing, work-life balance, and professional growth:
• Generous annual leave: 35 days per year (pro rata), including all bank holidays and Christmas
• Buy/sell leave scheme: Flexibility to buy or sell up to one week of leave each year (pro rata)
• Employee Assistance Programme: Includes wellbeing support, free counselling, and lifestyle perks
• Contractual sick pay: depended on length of service
• Long service rewards: Extra leave and gift cards after five years of service and beyond
• Workplace pension: Auto-enrolment into our pension scheme
• Hybrid working: the option to work from home sometimes, if it works for you and for us
Hours: 18.5 hours per week
Contract: Permanent
Salary: £31,279 per annum, pro rata
Location: Ilkeston
About the role:
The Advice Service Supervisor will be part of a supervision team overseeing the delivery of high-quality telephone-based advice through our Adviceline. Reporting to the Advice Service Manager responsible for the service, the role involves supervising staff and volunteer advisers, managing the smooth running of advice sessions, maintaining quality standards, and providing operational and technical support. Working closely with colleagues across the service, the postholder will help ensure Adviceline is accessible, well-staffed and responsive to our client’s needs.
A key focus of the role is supporting, motivating and developing staff and volunteers, creating a positive and inclusive working environment where people feel confident, valued and able to deliver the best possible advice to clients.
We welcome and encourage applications from people of all backgrounds. We are proud to be a Disability Confident Employer and hold the Derbyshire LGBT+ Rainbow Accreditation.
Who we are looking for:
The ideal candidate will have:
• Previous advice experience, including up to date knowledge of welfare benefits systems
• Experience in supervising, coaching, developing or mentoring staff and/or volunteers
• Ability to provide clear, supportive and constructive feedback
• Ability to stay focused, calm and decisive when working in a busy and noisy setting
• Strong digital skills, including confident use of case management systems
• Previous experience of working in a fast-paced telephone service environment
• A commitment to the aims and principles of Citizens Advice
What we offer:
We’re proud to offer a comprehensive benefits package that supports your wellbeing, work-life balance, and professional growth:
• Generous annual leave: 35 days per year (pro rata), including all bank holidays and Christmas
• Buy/sell leave scheme: Flexibility to buy or sell up to one week of leave each year (pro rata)
• Employee Assistance Programme: Includes wellbeing support, free counselling, and lifestyle perks
• Contractual sick pay: depended on length of service
• Long service rewards: Extra leave and gift cards after five years of service and beyond
• Workplace pension: Auto-enrolment into our pension scheme
• Hybrid working: the option to work from home sometimes, if it works for you and for us