Senior Advice and Volunteer Supervisor

We are seeking an experienced supervisor to lead a community advice line, support its volunteers and help develop a responsive service for local people.

Salary: £35,000 to £36,000 per annum, depending on experience, subject to confirmation
Location: Townfield Community Centre, Hayes, UB3 2EL
Hours: 35 hours per week, Monday to Friday, 9am to 5pm
Contract: Permanent, full time
Closing date: Please apply early as we will be interviewing and aim to appoint a suitable candidates as we go.

About the role

You will oversee the day-to-day running of the Hillingdon Advice Partnership (HAP) Advice Line, making sure calls are covered, volunteers feel supported and people seeking advice receive a professional, responsive service.

Working with another Triage Supervisor and the HAP Project Lead, you will:

• Plan Advice Line cover and respond to staffing or operational gaps.
• Recruit, induct, train and supervise volunteers, providing guidance on more complex enquiries.
• Check case records daily, carry out monthly file reviews and address quality concerns.
• Monitor call pick-up rates and other service data, contributing to project reports.
• Spot emerging client needs and help develop outreach, referral relationships and service improvements.

As the volunteer team grows, the role is expected to develop into approximately three days a week supervising the Advice Line and two days supporting wider HAP project activity.

About you

You will have experience in an advice, information, triage or support service, including a telephone-based service. You will also have supervised staff, volunteers or advice workers and know how to give clear, constructive support.

You will be organised and confident managing rotas, reviewing casework and using performance information to improve a service. An understanding of confidentiality, accurate case recording, signposting and referrals is essential. Experience in welfare benefits, housing, debt or older people’s advice, or in a community organisation, would be particularly valuable.

About Nucleus

Nucleus provides free social welfare legal advice, including support with welfare benefits, housing, debt and money matters. Its mission is to improve access to justice for disadvantaged people through advice, assistance, representation and education. Joining this service means helping people find a route through problems that can have a serious impact on their lives.

Other roles you may have experience of could include: Advice Line Supervisor, Advice Service Supervisor, Volunteer Supervisor, Triage Supervisor, Advice Team Leader or Community Advice Manager.