Team Leader


Company:	Coventry Citizens Advice
Salary:	£32,723 to £34,680 a year, pro rata
Hours:	Part-time
Location:	Coventry
Working pattern:	Hybrid - 1 day remote
Job type:	Permanent
Posting date:	10 Sept 2026
Closing date:	10 Oct 2026

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Summary

Purpose of the Role

The Team Leader will provide day-to-day operational leadership for our CORE Project Coventry, ensuring that referrals move through the service promptly, staff are well supported and residents receive consistent, person-centred help. The postholder will manage workflow, caseloads, performance and case-recording standards, working closely with the Referral and Performance Administrator, Project Manager and Advisors.

Key Responsibilities

1. Oversee the daily referral flow, case allocation and progression of work across

Financial Resilience Advisers and Money Advisers.

2. Monitor the three-working-day initial contact standard, unallocated referrals,

unsuccessful engagement and workflow exceptions, taking early action where

deadlines or service standards are at risk.

3. Balance adviser workloads and caseloads according to urgency, complexity, staff

capacity and the two contractual activity streams.

4. Ensure residents receive appropriate, proportionate support and that cases are

progressed, followed up and closed in line with agreed procedures.

5. Manage day-to-day service pressures, staff absence and competing priorities,

escalating significant capacity, delivery or safeguarding risks to the Project

Manager.

6. Maintain clear operational procedures and support consistent practice across

office-based, telephone, remote and outreach delivery.

7. Work closely with the Referral and Performance Administrator so that

approaching deadlines, backlogs, recording gaps and performance concerns are

identified and resolved promptly.

8. Support effective warm referrals and coordinated working with other Citizens

Advice teams and community partners.

9. Staff Management and Development

10. Provide regular supervision, one-to-ones, case discussions and day-to-day

support to allocated staff, setting clear expectations and addressing concerns

fairly and promptly.

11. Support induction, training and continuing professional development, ensuring

staff understand CRF outcomes, referral criteria, Casebook recording,

safeguarding, equality, information governance and KPI requirements.

12. Monitor individual performance, case progression and workload, recognize good

practice and agree improvement actions where standards are not being met.

13. Promote a supportive, accountable and inclusive team culture in which staff

communicate openly, learn from feedback and remain focused on client

outcomes.

14. Contribute to recruitment, probation reviews, attendance management and

other people-management processes as required, following organisational

policies.

Quality and Casework Oversight

1. Monitor service quality in collaboration with the Quality Lead, accuracy and

timeliness of case recording, action plans, outcome evidence and case closure,

completing or coordinating proportionate file checks.

2. Ensure work follows Citizens Advice quality standards, contractual requirements,

safeguarding procedures, UK GDPR, confidentiality, consent and informationsharing arrangements.

3. Escalate serious quality, conduct, safeguarding or compliance concerns through

the appropriate organisational route and maintain a clear record of actions

taken.

4. Use learning from case reviews, complaints, client feedback and operational

issues to improve procedures, staff practice and the resident journey.

5. Performance and Service Improvement

6. Review referral volumes, response times, engagement, caseloads, intervention

types, outcomes, financial gains and follow-up activity against agreed targets.

7. Work with the Referral and Performance Administrator to validate KPI

information, resolve data discrepancies and prepare accurate updates for the

Project Manager and funder monitoring arrangements.

8. Identify trends, delivery gaps and emerging risks, agree corrective action and

monitor whether improvements are sustained.

9. Support six- and 12-month follow-up arrangements and ensure learning about

sustained outcomes, repeat crisis and unmet need informs service development.

10. Contribute operational evidence and recommendations to service reviews,

audits, evaluation, research and campaigns activity.

Partnership and Communication

1. Maintain constructive working relationships with referral teams, internal services

and external partners.

2. Provide clear operational updates, respond to escalated referral queries and

support consistent feedback to referrers within consent and information-sharing

requirements.

3. Attend relevant internal, partnership and contract meetings on behalf of the

service, as agreed with the Project Manager.

4. Ensure communication with residents, staff and partners is professional,

accessible and consistent with Citizens Advice equality, diversity and inclusion

commitments.

5. Other Duties and Responsibilities

6. Keep knowledge of relevant policies, systems and procedures up to date and

complete training required for the role.

7. Prepare for and participate in supervision, management meetings and

organisational learning activities, demonstrating commitment to the aims,

principles and policies of Citizens Advice.

8. Abide by health and safety requirements and share responsibility for the safety

of colleagues and service users.

9. Carry out other tasks commensurate with the role, as directed by a senior

manager, to support effective service delivery and development.

How to Apply

1. Visit the website: https://www.coventrycitizensadvice.org.uk/job/team-leader/

2.Download and read the Recruitment Pack.

3.Complete the Application Form included in the recruitment pack.

4.Email your completed application form to recruitment@coventrycab.org.uk.

Please note: Applications can only be considered if the completed application form is returned by email to recruitment@coventrycab.org.uk.

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