Advice Session Supervisor

We are currently looking to recruit an Advice Session Supervisor. Experience in this role would be beneficial, but we will accept a Trainee Post for the right candidate.

Working at Citizens Advice Hertsmere offers many rewarding benefits, both personally and professionally. It provides the opportunity to make a real difference in people s lives by helping individuals navigate challenges such as debt, housing, employment, and legal issues. This work can be highly fulfilling, as you directly support members of your community during difficult times. It also helps develop valuable skills, including communication, problem-solving, empathy, and teamwork, which are useful in many career paths. Additionally, Citizens Advice Hertsmere provides training and ongoing support, creating a positive and inclusive environment where staff and volunteers can grow in confidence and knowledge. Overall, this is a meaningful role that combines community impact with personal development.

Job Description: Advice Session Supervisor
Location: Hertsmere including Bushey and Potters Bar

Role Purpose

To supervise the delivery of high-quality advice services across multiple channels (face-to-face, telephone, email, webchat), ensuring that clients receive accurate, timely, and empathetic support. The Advice Session Supervisor will lead and support a team of advisers and volunteers, uphold Citizens Advice standards, and contribute to service development and quality assurance.

Key Responsibilities

Session Supervision

• Oversee daily advice sessions, ensuring smooth operation and effective client service.

• Provide real-time support and guidance to advisers and volunteers.

• Manage session logistics including rota coordination and resource allocation.

• Assisting with call back and responding to email enquiries

Quality Assurance

• Conduct case checks and file reviews in line with Citizens Advice quality standards.

• Identify and address advice quality issues and training needs.

• Support continuous improvement through feedback and coaching.

Staff and Volunteer Support

• Assist in the induction, training, and development of new and existing volunteers and staff.

• Provide mentoring and technical support to ensure competence and confidence.

Service Monitoring and Reporting

• Monitor service delivery against KPIs and targets.

• Support the Advice Services Manager in identifying trends and service gaps.

Research and Campaigns

• Encourage and support the collection of evidence for social policy work.

• Promote awareness of local and national campaigns.

Person Specification

Essential Criteria

• Proven experience supervising advice sessions or delivering generalist/specialist advice.

• Strong working knowledge of key advice areas (e.g., welfare benefits, housing, debt).

• Ability to meet Citizens Advice competence requirements.

• Excellent interpersonal, communication, and organisational skills.

• Commitment to equality, diversity, and inclusion.

Desirable Criteria

• Experience working within the Citizens Advice network.

• Familiarity with Citizens Advice case management and quality assurance systems.

• Ability to adapt to changing service needs and work flexibly.

Working Conditions and Benefits

• Competitive Salary

• 6 weeks annual leave

• Workplace Pension

• Contractual Sick Pay

• Free Parking