Team Leader - General & Community Services

Are you passionate about supporting your community and leading a team to make a real difference? We’re looking for a motivated and inspiring Team Leader for General & Community Services to join our management team at Hamilton Citizens Advice Bureau.

This vacancy has arisen as our current postholder is moving on to a well-deserved promotion, reflecting the positive development opportunities within our organisation. Now, we’re looking for someone equally committed and enthusiastic to build on this success.

About the Role:

You will be responsible for the operational management of our General & Community Advice Services, ensuring that quality, accessibility, and compassion are at the heart of everything we do. This includes:

·        Managing the delivery of face-to-face, telephone, web, and community-based general and money advice services (SNS Type I & II)

·        Line management of both volunteer and employed advisers

·        Playing an active role in the recruitment, induction, training, and development of volunteers

·        Leading the ongoing development of our community-based services, ensuring we’re reaching those who need us most

About You:

We’re looking for someone who brings experience in managing busy, multi-channel public-facing advice services, with a real commitment to quality and fairness for our clients. You’ll understand the value of volunteers, their motivation, and how to support them to thrive.

As part of our Management Team, you’ll take a lead on both quality assurance and volunteering strategy. Strong communication, excellent organisational skills, and confident decision-making will all be second nature to you.

Most importantly, you’ll share our values: putting people first, fostering a supportive team culture, and always looking for ways to improve how we serve our community.

Main Responsibilities

1. Provide effective operational leadership of our bureau-based and community-based advice services.
2. Lead, manage, and support our team of volunteer and employed advisers (SNS Type I & II).
3. Oversee and continually improve the delivery of advice across face-to-face, telephone, web, and outreach channels.
4. Develop and strengthen our community advice provision, building new relationships and improving access to services.
5. Play an active role in volunteer recruitment, selection, induction, training, and development.
6. Ensure the consistent delivery of high-quality advice in line with Citizens Advice Scotland (CAS) and SNS Quality Assurance frameworks.

Duties & Specific Tasks

1. Service Delivery

• Ensure staffing levels meet service demand, balancing experienced and trainee advisers.
• Guarantee high standards of advice and customer care, ensuring systems and procedures are followed.
• Provide personal, technical, and casework support for volunteer advisers, especially for complex or sensitive cases.
• Allocate enquiries to advisers based on their skills and experience.
• Conduct quality checks and audits to maintain excellence in advice provision.
• Monitor, report, and act on social policy issues identified from client cases.
• Work with the team to identify trends, improve services, and deliver person-centred advice.

2. Staff and Volunteer Management

• Provide supervision, support, feedback, and annual appraisals to employees within your team.
• Conduct annual development reviews with all volunteers, identifying further training or development needs.
• Ensure trainee volunteers are fully supported to develop their skills and confidence.
• Support all advisers in using IT systems and the Learning Management System effectively.
• Lead on training to deliver a high-quality Adviser Training Programme.
• Promote the wellbeing and safety of staff and volunteers, maintaining a positive team culture.

3. Service and Community Development

• Play an active role in community engagement, representing the CAB in events and local networks.
• Lead the redevelopment of our community-based services, testing new ideas and building partnerships.
• Work collaboratively with other organisations to reach people who need our services most.

4. Strategic Development

• Contribute to the successful delivery of the Bureau’s Strategic Plan.

5. Bureau Management & Development

• Monitor, evaluate, and report on service outcomes to the Chief Officer, funders, and stakeholders.
• Ensure compliance with Health & Safety, Data Protection, and Confidentiality policies.
• Support the Bureau’s wider work, including national and local social policy initiatives.
• Attend staff meetings, supervision, and relevant training to support your own professional development.
• Provide reports as required and undertake any other duties relevant to the role.

PERSON SPECIFICATION: Team Leader – General & Community Advice Services

Qualifications

• Degree-level qualification and/or evidence of continued professional development in advice work or management.
• Completion of CAB Adviser Training or equivalent.
• Experience of staff or volunteer training.

Desirable: Completion of CAS Tutor Training or equivalent.

Skills & Experience

• Proven experience of operational management in a public-facing advice or support service.
• Experience supporting, supervising, and developing volunteers.
• Skilled at managing competing priorities, deadlines, and workload under pressure.
• Strong understanding of quality assurance, audit processes, and compliance requirements.
• Competent in using case management systems and Microsoft Office, especially Excel.
• Excellent communication skills, able to engage confidently with colleagues, volunteers, and partners.
• Experience in planning and delivering training.
• Ability to lead teams through change and adapt to new challenges.
• Track record of partnership working and contributing to strategic goals.

Personal Attributes

• Self-motivated and able to work independently.
• Calm, supportive, and constructive under pressure.
• Strong attention to detail with a commitment to high standards.
• Empathetic and professional in dealing with the public and sensitive situations.
• Positive, team-focused approach with a commitment to supporting and developing others.

Values & Attitudes

• Commitment to rights-based advice work and excellence in public service.
• Understanding of and commitment to equal opportunities and CAB principles.
• Positive attitude to partnership working and volunteer involvement.
• Respectful, caring, and inclusive approach in all interactions.

Knowledge

• Awareness of key areas of law relevant to CAB work (e.g., welfare benefits, debt, housing, employment).
• Understanding of advice sector operations, CAB principles, and social policy work.
• Knowledge of volunteer development principles (e.g., Investing in Volunteers Standards).
• Understanding of data protection, health & safety, and safeguarding responsibilities.
• Awareness of local and national policy context relevant to CABx work.

Why work with us?

At Hamilton CAB, we recognise that our people – both staff and volunteers – are our greatest asset. We actively support wellbeing, professional development, and work-life balance. This is more than just a job – it’s a chance to be part of something meaningful and to help shape the future of advice services in our community.

At Hamilton CAB, you’ll join a supportive and collaborative team that values your contribution. This is a chance to lead, grow, and make a real difference in your community while developing your own skills and career. With opportunities for innovation and partnership work, you’ll play a vital role in shaping how advice is delivered in Hamilton.

What we offer:

• A values-driven workplace – Join a team dedicated to fairness, inclusivity, and making a real difference.
• Work-life balance – Flexible working options available.
• Generous leave entitlement – 28 days (FT) + Public Holidays
• Pension contributions – Employer contribution of 3%.
• Personal growth – Opportunities for professional development and career progression.