Citizens Advice Bury & Bolton (CABB) is a leading provider of legal advice and information, supporting thousands of clients every year. We are a busy, client focused and dynamic service with a track record of delivering high quality advice face to face, over the phone and digitally.
There’s no ‘average’ case – our advice is tailored, but our standard of excellence is identical for every client. You will play a key role in ensuring that our services meet stakeholder and community needs. This is a challenging role, but working with autonomy, you will be fully supported by the wider senior leadership team and Trustees.
The Senior Leadership Team (SLT) consists of:
Chief Executive Officer
Head of People, Culture & Resources
Head of Advice Standards & Delivery
Head of Community Impact & Development
Key elements and tasks within this role include:
Provide strategic and operational leadership for our welfare benefits, community advice and engagement teams, ensuring services remain high quality, client focused and aligned with the CABB's strategic priorities. You will provide line management to named Advice Delivery Managers/ Supervisors (currently 3).
Shape the future of service delivery by embedding sustainable ways of working, processes and performance frameworks, leading evidence-based recommendations that support CABB’s long-term operating model and growth ambitions, to meet client demand.
Ensure corporate governance and compliance with operational quality assurance activities, such as safeguarding and advice quality standards.
Collaborate with colleagues across CABB and wider stakeholders, build positive and professional relationships with partners and contract/ funder relationships within the scope of this role. Foster positive relationships with Head of Advice Standards & Delivery, and wider SLT, deputising as required.
Drive service improvement and innovation using data and technology to support continuous improvement, contribution to organisational strategic pillars and values.
About you:
Experienced manager of large teams/contracts in a regulated service
Experience of contract management/implementation
Excellent management skills to implement strategic plans across a diverse range of teams
Excellent interpersonal skills to engage with a diverse range of staff and stakeholders
Organisational skills with the ability to adapt, prioritise deadlines and competing tasks in a fast-paced environment
A genuine passion for continual professional development, and team development
Empathetic, compassionate and resilient, understanding how trauma informed and people first approaches can develop and support service demands
Be resilient and adaptable
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