Crisis Resilience Service Manager

As Service Manager, you’ll lead our brand new Crisis Resilience Service and shape how it grows from day one. Covering Charnwood, North West Leicestershire, and Hinckley and Bosworth, the service helps people facing some of the toughest moments of their lives with everything from benefits and debt to housing, employment and family issues. You’ll lead a team of supervisors, advisers, staff and volunteers, build strong relationships with funders and local partners, and make sure every client gets advice they can rely on. As part of our management team, you’ll also help shape the future of our organisation and the communities we serve.

What your day-to-day will look like:

Leading the day-to-day running of the service, working through supervisors, and advisers to meet quality standards and targets

Supporting, coaching, and developing your team so they can do their best work

Planning staffing, rotas, recruitment and training, working closely with HR

Handling people matters such as leave, sickness, and performance fairly and sensitively

Building and nurturing relationships with funders, partners, and local agencies

Tracking how the service is performing and using data and client feedback to improve it

Writing clear reports for funders and senior managers

Spotting local trends and feeding them into research and campaigns

Keeping an eye on budgets, resources, health and safety, and safeguarding

Contributing to wider plans as part of our management team, including new projects and funding opportunities

About you:

You believe in what Citizens Advice LeicesterShire stands for and are respectful and open to people from all backgrounds

You’re an experienced people manager who can motivate and develop staff and volunteers, including through change

You build strong partnerships and can keep them working well, even when things get difficult

You communicate clearly and write accurate, well-pitched reports for funders, senior managers and partners

You understand confidentiality and data protection, and have experience of advice work or client-facing roles

You’re confident with IT, particularly Google Workspace and case management systems

It would be great if you have experience of managing budgets, improving services, campaigning or setting up new ways of working, or a relevant qualification, but it’s not essential