Service Manager – Generalist Advice Services

About the role:

We are recruiting for two Service Manager positions (one in the city and one in the county) as part of our strategic expansion. This is a challenging, yet exciting opportunity to lead high-quality, high-demand welfare benefits advice across Leicester and Leicestershire.

Our aim is to continue our work towards a unified generalist advice service. Both managers will work collaboratively to share best practice across geographical areas and provide mutual cover during absences. This structure enhances career pathways and creates opportunities for staff and volunteers to work across both services, building a truly integrated team and promoting an outstanding client experience.

You’ll be accountable for the operation and development of our integrated generalist advice service, supporting clients with a wide range of welfare benefit issues. Leading day-to-day operations through supervisors and advisors (staff and volunteers), you’ll ensure we deliver services that meet quality standards, funder priorities and most importantly, to empower our clients.

You’ll build productive and credible relationships with funders and local stakeholders, positioning our organisation as a partner of choice. As an active member of the management team, you’ll contribute to strategic direction, develop new initiatives, and identify funding opportunities to promote sustainable services.

The main purpose of the roles:

To contribute to our 3 strategic priorities:

• People and Culture – Uphold our values and provide visionary leadership that supports our aims of becoming an employer and partner of choice.

• Performance – accountable for leading a high quality performing service and motivated teams to meet KPIs and deliver exceptional outcomes for clients

• Pioneering – Contribute to the strategic development of the service and organisation as an active member of the management team

About you:

You’re an experienced welfare benefits advice professional with a passion for delivering high-quality services that transform lives. You are a resilient, self-aware leader with strong emotional intelligence to lead people through change, creating positive working environments where equality and diversity are well-managed and people can thrive.

With excellent analytical and communication skills, you work collaboratively with individuals, teams and partners. You will be skilled at managing multiple priorities under pressure. You’re solution-focused, passionate about social justice, and thrive in a dynamic, fast-paced environment. Above all, you’re committed to developing engaged and thriving teams that deliver exceptional outcomes for clients.

To be successful in this role, you will:

• Have experience in the welfare benefits advice sector

• Demonstrate strong people management skills with ability to lead, motivate and develop engaged, thriving teams and partnerships

• Possess robust IT skills using Excel and CRM databases (e.g. Casebook)

• Work strategically with strong critical thinking and problem solving skills

• Be comfortable with change and take an agile and adaptable approach to continuous improvement

• Desirable: Qualifications in legal advice, project management or people management

• For full details of the role requirements, please refer to the attached job description and person specification.

Why work with us?

We’re more than just a workplace; we’re a community dedicated to helping people navigate the path from frustration and despair towards hope and empowerment.

To ensure you’re equipped for this important work, we invest in your growth, providing ongoing training and development opportunities to help you reach your full potential. You’ll work alongside a talented team that values collaboration, innovation and the unique perspectives you bring.

At Citizens Advice LeicesterShire, your work will have a direct impact on our community. We’ll encourage you to share your ideas and embrace challenges, fostering an environment where your contributions make a real difference.

With our refreshed purpose, values and strategy, now is the perfect time to join our collaborative team and help shape the future of our organisation.

Closing date for applications: 30th November 2025

Planned date(s) for interviews: 11th and 12th December 2025 in our Narborough office

To apply, please read our staff information pack, full job description and person specification, and application guidance notices.

This post is subject to a basic Disclosure and Barring Service check.

We are an equal opportunities and a disability confident employer. We welcome applications from all backgrounds, and we’re looking for people who share our values – We Care, We Help, We Excel, and We Challenge — and who want to make a positive difference.