Citizens Advice Manchester is a charity which provides free, independent, confidential and impartial advice to everyone on their rights and responsibilities. We are a modern, innovative and progressive advice service that employs around 140 staff and is one of the largest and most diversely funded Local Citizens Advice within the network. Last year, our annual turnover was in excess of 6m consisting of services such as our first tier 40 seat inbound contact centre to smaller but key client services such as our Housing Legal Aid provision, which provides legal help to vulnerable people across areas within Greater Manchester.

We’re launching a brand new energy service dedicated to providing energy and welfare support to vulnerable or disadvantaged individuals who may be in or at risk of fuel poverty. This is an exciting opportunity to lead a team of 14 people providing advice via our telephone/digital contact centre, energy advice casework service and community engagement programme.

We’re looking for an experienced Manager who can demonstrate the ability to lead and manage a team to deliver a wide range of advice services to an exceptionally high standard. This could be the role for you if you have:

• Experience of leading a performance driven team in a contact centre, or customer service
• environment.
• The ability to manage and supervise compliance with performance targets and quality standards.
• An ability to work in partnership and close collaboration with key stakeholders.

We can offer you a supportive culture within a charity setting committed to social justice. Because our people always go the extra mile to help our clients, we reward them with an attractive remuneration package with excellent terms and conditions of employment including:

• Flexible 37.5 hour working week in a City Centre location
• Hybrid working (following successful probationary period)
• Pension & Cycle to Work Scheme
• Health Plan with integrated Employee Assistance Programme
• Generous annual leave entitlement starting at 25 days per year (in addition to bank holidays) and rising to a maximum of 30 days with long service.

Closing date for applications: 10am on Thursday 22 September 2022

Interviews to be held: Friday 30 September 2022