Duty Supervisor
| Posting date: | 02 February 2026 |
|---|---|
| Salary: | £25,000 to £29,000 per year, pro rata |
| Hours: | Part time |
| Closing date: | 22 February 2026 |
| Location: | West Sussex, South East England |
| Remote working: | On-site only |
| Company: | Citizens Advice in West Sussex |
| Job type: | Permanent |
| Job reference: | DUTSUP012026 |
Summary
Citizens Advice in West Sussex (North, South, East) are seeking a Duty Supervisor to support the daily delivery of our multi‑channel services across our West Sussex centres (mainly Mid Sussex). Providing in‑person and remote cover for Centre‑based Advisors in Haywards Heath and East Grinstead (and Burgess Hill), you will directly supervise a team of remote volunteers, and staff and volunteers at outreaches, acting as a key point of contact for guidance, wellbeing and day‑to‑day support.
Main Responsibilities:
1. Service Delivery
Supervise advice sessions in our Mid Sussex offices, including oversight of reception.
Support volunteers to deliver high‑quality advice across multiple channels.
Allocate resources daily across advice services, ensuring staffing and channel coverage.
Keep advice resources and client databases up to date.
Oversee appointments, phone lines and other client contact channels.
Monitor advice quality to ensure standards and customer service expectations are met.
Manage outreach advice sessions, and oversee incoming and outgoing referrals.
Provide advice and occasional casework as required.
Improve and develop service delivery standards through continuous review and feedback.
Ensure timely and accurate recording of data and information.
2. Leading With Values
Lead by example in embedding Citizens Advice values in all aspects of work.
Champion Equity, Diversity and Inclusion throughout service delivery and team practices.
Ensure client needs remain at the centre of all decision‑making.
3. Staff and Volunteer Supervision
Provide day‑to‑day supervision and support to volunteers and staff.
Deliver constructive feedback, conduct regular 1‑1 supervisions, and complete annual appraisals.
Carry out quality checks to ensure advice accuracy and support continuous improvement.
Assist in the recruitment and training of volunteers.
Deliver daily briefing sessions for advisors.
Deputise for the manager when required, including attending team and staff meetings.
4. Professional Development & Organisational Support
Maintain your own continuous professional development, including advice‑related training.
Identify and support the training needs of staff and volunteers.
Organise training activities or guest speakers in partnership with the line manager and training team.
Contribute to research and campaigns work through data recording, case studies, evidence gathering and network engagement.
Support organisational priorities, including communications, outreach and media activity where needed.
Assist with organisational fundraising activities.
5. Administration, Compliance & Governance
Maintain effective and efficient administrative systems.
Ensure health and safety policies and statutory requirements are followed.
Respond to complaints and manage GDPR or safeguarding concerns, escalating appropriately.
Ensure service level agreements and targets are consistently achieved.
Uphold all policies and procedures relating to Equity, Diversity and Inclusion.
Main Responsibilities:
1. Service Delivery
Supervise advice sessions in our Mid Sussex offices, including oversight of reception.
Support volunteers to deliver high‑quality advice across multiple channels.
Allocate resources daily across advice services, ensuring staffing and channel coverage.
Keep advice resources and client databases up to date.
Oversee appointments, phone lines and other client contact channels.
Monitor advice quality to ensure standards and customer service expectations are met.
Manage outreach advice sessions, and oversee incoming and outgoing referrals.
Provide advice and occasional casework as required.
Improve and develop service delivery standards through continuous review and feedback.
Ensure timely and accurate recording of data and information.
2. Leading With Values
Lead by example in embedding Citizens Advice values in all aspects of work.
Champion Equity, Diversity and Inclusion throughout service delivery and team practices.
Ensure client needs remain at the centre of all decision‑making.
3. Staff and Volunteer Supervision
Provide day‑to‑day supervision and support to volunteers and staff.
Deliver constructive feedback, conduct regular 1‑1 supervisions, and complete annual appraisals.
Carry out quality checks to ensure advice accuracy and support continuous improvement.
Assist in the recruitment and training of volunteers.
Deliver daily briefing sessions for advisors.
Deputise for the manager when required, including attending team and staff meetings.
4. Professional Development & Organisational Support
Maintain your own continuous professional development, including advice‑related training.
Identify and support the training needs of staff and volunteers.
Organise training activities or guest speakers in partnership with the line manager and training team.
Contribute to research and campaigns work through data recording, case studies, evidence gathering and network engagement.
Support organisational priorities, including communications, outreach and media activity where needed.
Assist with organisational fundraising activities.
5. Administration, Compliance & Governance
Maintain effective and efficient administrative systems.
Ensure health and safety policies and statutory requirements are followed.
Respond to complaints and manage GDPR or safeguarding concerns, escalating appropriately.
Ensure service level agreements and targets are consistently achieved.
Uphold all policies and procedures relating to Equity, Diversity and Inclusion.
Proud member of the Disability Confident employer scheme
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About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.