Crowborough Advice Services Manager

Hours: 30–37.5 hours per week (4 or 5 days), Monday–Friday

Wealden Citizens Advice (WCA) is looking for a passionate and proactive Advice Services Manager to lead our Crowborough office. This is an exciting opportunity to support and empower local people, particularly those facing disadvantage, by ensuring they have access to free, confidential, and impartial advice when they need it most.

Wealden Citizens Advice is an independent local charity and part of the national Citizens Advice network. Each year, we help over 4,000 residents across Wealden through our offices in Crowborough, Hailsham, and Uckfield, as well as through outreach services and digital channels. We’re here for everyone – whatever the problem. From benefits and debt to housing, employment, immigration, and energy advice, we help people find a way forward. Our insights and research also influence change at both local and national levels.

Our vision is to make advice and information more accessible to everyone in Wealden — especially those in hard-to-reach or disadvantaged communities. By helping people understand their rights and access the support they’re entitled to, we promote wellbeing, community cohesion, and a fairer society.

As part of the Citizens Advice network, we are:

• Free, independent, confidential, and impartial
• Committed to equality, diversity, and inclusion
• Guided by integrity, compassion, and respect
• Dedicated to continuous improvement and community impact

You’ll lead the day-to-day operations of our Crowborough Advice Service, managing a team of around 30 volunteer advisers who deliver a high-quality, client-focused, multi-channel advice service. This is a varied and rewarding role for someone who thrives in a fast-paced, people-focused environment and is passionate about helping others.

• You’ll ensure effective service delivery across face-to-face, phone, text, and email channels
• Coach, develop, and support volunteer advisers to maintain high advice standards
• Oversee service quality, compliance, and performance targets
• Work collaboratively with our management team across Wealden to develop and improve services
• Contribute to local research and campaigns to address the root causes of client issues

We’re looking for someone who is:

• A motivational leader, able to inspire and support volunteers
• Highly organised, adaptable, and solution-focused
• Comfortable working collaboratively across teams and services
• Empathetic, approachable, and committed to delivering the best outcomes for clients

• Experience as a Citizens Advice Generalist Adviser or in the Social Care sector (minimum 2 years preferred but not essential)
• Experience managing or coordinating teams in an advice or community service setting
• A good understanding of equality, diversity, and inclusion in service delivery
• Strong IT and data management skills

Key Responsibilities

• Lead and manage the Crowborough Generalist Advice Service and associated projects
• Recruit, train, and support volunteers in partnership with our District Administrator & Training Team
• Oversee casework quality, performance, and compliance with Citizens Advice standards
• Ensure accurate recording of client data, case notes, and outcomes
• Maintain Health & Safety and Data Protection standards within the office
• Contribute to service development, audits, and research & campaigns work
• Support and participate in management team meetings and cross-office initiatives

What We Offer

• A supportive, inclusive, and friendly team culture
• Opportunities for professional development and ongoing training
• Flexible working arrangements (4 or 5 days per week)
• The chance to make a tangible difference in people’s lives every day

Wealden Citizens Advice is committed to equality, diversity, and inclusion. We welcome applications from all backgrounds and communities, and particularly from groups currently underrepresented in our workforce.