Team Leader - Citizens Advice RCT

A position has arisen, due to a secondment, and we are looking to appoint a temporary Team Leader within our current team. Your responsibilities would include:

• Leading and line management of a team of advisers, across a number of advice projects


• Mentoring, supervising, and supporting advisers to provide high-quality advice and take responsibility for casework activities


• Enhancing adviser skills and knowledge, delivering training and creating guidance around project KPIs and recording mechanisms


• Setting goals, monitoring performance, and providing tailored team and individual feedback to ensure targets are met


• Handling complex or escalated advice queries, and complaints, ensuring timely and satisfactory resolutions


• Working with partners and funders, communicating effectively, generating reports and updates on project progress and ensuring compliance with the terms of Service Level Agreements.


• Applying organizational policies, and ensuring other compliance factors are met such as regulation relating to charity activities and advice areas


• Identifying opportunities to enhance processes, systems and service delivery to better meet the needs of clients and achieve organizational aims


At Citizens Advice, we recognise the positive value of diversity, promoting equity and celebrating inclusion. We welcome and encourage job applications from people of all backgrounds.,
• 25 days' annual leave per year (FTE)


• Additional Long Service Leave entitlements


• Office closure the days between Christmas Day and New Year's Day


• Membership to the Employee Assistance Programme


• Salary savings scheme with Dragon Savers


• Reduced cost gym membership within the local authority - for you and

your partner

• Flexible working opportunities


• Competitive sickness, maternity, paternity and shared parental leave policies


If you're someone who shares our values and is looking for a career in advice services, an enthusiastic person with a passion for supporting people then you could be just the person we'd be proud to welcome to our team here at Citizens Advice RCT.

You will need to be available to work from our Mountain Ash and Pontypridd offices as well as various locations within RCT as necessary to the role. The Team Leader role can offer a hybrid model, and would also support staff working in this way which could include home, community or office-based role delivery.

We do not offer home working only or remote only roles as we believe working within our office, around like-minded people is a fantastic place to be.


• Excellent communicator


• People focused


• Responsible


• Decision maker


• Generous


• Innovative


• Adaptable


• Problem solver, Please be aware that Citizens Advice RCT is not a sponsoring organisation. Therefore the successful applicant must already possess the right to work in the UK or be able to secure the right to work in the UK independently.