Service Delivery Manager

This is an exciting time to join Citizens Advice Richmond, as we readjust to our face to face operations; look to be more involved/present in community settings, and explore our service delivery models. 

To achieve tis, we are recruiting our newest team member to work in a innovative and collaborative manner to work with our staff and volunteers to make a real difference to our community. 

For full details, please download our application pack HERE or read more and to apply.  


Job title:      Service Delivery Manager

Location:     London Borough of Richmond Upon Thames

Salary:          £34,000 + pension contribution

London Allowance: included

Hours:          35 hours per week

Duration:      Permanent

Closing date for applications: Monday 20 June 2022 12 noon

Interview date: Week commencing 20 June 2022

How to apply :  send completed application form to

Context of the Role:

We are pleased to offer you an exciting opportunity to become the Service Delivery Manager for Citizens Advice Richmond.

We are a friendly and diverse office. We support clients across our community, including those with complex advice needs and aim to reach the most vulnerable and excluded in our community.

You will take overall responsibility for the delivery of our generalist advice services. This includes working with the Quality and Development lead, Training Supervisor, advice teams and advice supervisors to ensure that the service we offer to our clients is the best that it can be.

You will be responsible for working with our Quality and Development Lead and Training Supervisor to ensure that our advisers are able to deliver high quality advice and support to clients.

You will be responsible for volunteer recruitment and support, working closely with our Training Supervisor.


You will be responsible for ensuring that all paid and volunteer advisers and advice supervisors are supporting with regular supervision and annual appraisals and reflections.

You will be responsible for implementing and developing our communication plan, ensuring that that we are both an information sharing and listening organisation at every level.

The role offers the opportunity to develop joint processes and procedures, share good practice and assist the service to further develop its current high-quality standards.

Every local Citizens Advice is a registered charity. Different application procedures are adopted by individual local Citizens Advice. Contact the relevant one as outlined in the information about this role. You should not send an application form to national Citizens Advice.

All local Citizens Advice produce their own annual report, but you can find out more about the Citizens Advice network or download the latest national Citizens Advice annual report.

Role profile


Job Title:                              Service Delivery Manager

Responsible to:                  Chief Executive Officer

Immediate reports:         Advice Supervisors

                                                Advisers and Assessors

Main Purpose of Job

  • You will be accountable and responsible for delivering the service delivery related objectives and outcomes from the organisation’s Business Plan.
  • This post is responsible for all aspects of our generalist advice service.
  • You will be responsible, with the Quality and Development lead for the management, development and delivery of our outreach services.


  • You will take overall responsibility for the development of our advice services, including new and emerging outreach opportunities.
  • You will be expected to work closely with the Quality and Development lead, advice teams and supervisors to ensure that the advice given to our clients is the best that it can be.
  • You will inspire those you manage to strive for excellence in all we do, and take an active role in shaping the charity’s strategy and development.
  • You will create a positive working environment in which equality and diversity are well-managed, dignity at work is upheld and staff can do their best

Principal Tasks and Responsibilities

Service leadership and management

  • Manage and develop advice services and projects to ensure quality, access and consistency throughout the service.
  • Ensure projects meet funder targets and are delivered within the budgets set by the CEO and Trustees, bringing any concerns or potential failings to the attention of the CEO as early as possible
  • Identify need and develop our advice services and delegated projects in line with need and the Business Plan
  • Take responsibility for ensuring the performance and quality assurance of all advice services to meet the required standards set by ourselves and our accrediting bodies
  • Be accountable for Citizens Advice Richmond services and volunteering strategy
  • Lead the generalist advice service.
  • Prepare and issue reports as required for CEO, trustees and partners, attending meetings as required to present findings and recommendations
  • Ensure client satisfaction is maintained at a high level.

Research & Campaigns

  • In conjunction with the Chief Executive Officer, contribute to the development of our Research and Campaigns activity, helping to amplify the voice of our clients to influence long-term or systemic change in policy and practice.

Staff Management and Supervision

  • Manage, motivate and support paid staff reporting to the post
  • Lead on the recruitment of roles directly line managed by the post
  • Be accountable for the volunteering strategy and functions
  • Work with those you manage to ensure the effective support, supervision and appraisal, including signing off volunteer appraisals completed by Supervisors
  • Identify volunteer recruitment and training needs, and liaise with our Training Supervisor to ensure needs are met through targeted recruitment and training.


External Relations

  • In conjunction with the CEO, develop and maintain relations with external partners as required, including attending meetings with external partners, organisations, and relevant agencies to talk about and develop the service
  • Ensure all funder requirements are met and that reports are submitted to track progress on all work delivered by the service.

Learning and professional development

  • Keep up to date with legislation relevant to the role, trends, ideas and thinking
  • Attend and actively participate in regular support and supervision sessions and appraisals with the Chief Executive Officer
  • Identify own learning and development needs and plan to meet them.


  • Ensure that detailed records for the purposes of information retrieval, statistical monitoring and report preparation are maintained and developed
  • Produce comprehensive, analytical and developmental oral and written reports on the work of the service as required.


  • Uphold and promote the Aims and Principles of the Citizens Advice Service
  • Uphold and promote the Equality and Diversity policies of the Citizens Advice Service
  • Deputise for the Chief Executive Officer as required
  • Work at the service’s offices and elsewhere as required
  • In addition to the tasks and duties outlined in this job description, to undertake such duties which are generally compatible with the functions of the post.


  Person specification

  1. Demonstrable experience of staff and volunteer supervision and understanding of provision of staff support, development and motivation
  2. Substantial recent experience of advice work and advice session supervision. This must include advising on complex cases in welfare rights, employment, housing and debt.
  3. Proven experience and understanding of implementing quality assurance systems, including case checking and file reviews.
  4. Ability to manage and develop a community advice service
  5. Ability to work effectively as part of a team.
  6. Significant experience of complying with regulatory standards.
  7. Knowledge of the type of social policy issues facing the local community, and a commitment to influencing social policy.
  8. Ability to monitor, maintain and develop advice systems and procedures
  9. Excellent written and verbal communication skills
  10. Strong numeracy, statistical and analytical skills
  11. Experience of planning and prioritising own work and work of others, and take decisions within a pressured environment
  12. Experience of working to multiple targets and deadlines
  13. Experience of using IT in the provision of advice
  14. Experience of taking responsibility for own learning and development
  15. Commitment to the Citizens Advice service aims, principles and equality and diversity policies
  16. Willingness to work outside normal working hours as required.


Terms and conditions

–     Permanent Contract – 35 hours per week


–     £34,000 pa + pension contribution


  • What we give our staff

We offer a range of employee benefits, including generous annual leave, pension contribution, and training and opportunities to continue your professional development.

Download our Full Job Pack HERE to apply

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