Service Delivery Manager

Website Hull and East Riding Citizen's Advice Bureau

Citizens Advice Hull & East Riding (CAH&ER) is a busy, progressive and dynamic service serving a city and a large rural county. CAH&ER work together to make a positive difference in the lives of our clients.


Ref: 2021/SDM


Service Delivery Manager  

Based in either Beverley or Bridlington office with regular travel to the other. Responsible for the Generalist Advice Service across both offices.

25 hours per week

Salary £31,676 pro rata       (£21,402 actual)

For an application form visit our website:


The role:  You will have the opportunity to manage the day to day delivery of an exceptional service to our local clients.  With your team of paid staff and volunteers you will ensure high standards of client care and quality of advice, managing resources to ensure the service is accessible and responsive to the needs of the communities we serve.  As a member of the operational management team you will be responsible for the achievement of contract targets and contribute to the wider development of our objectives and research and campaigns.

During the Coronavirus restrictions we are operating a reduced face to face service with many advisers working from home and delivering telephone advice. The post holder will be required to support staff and volunteers who are delivering advice remotely.

You will have experience managing people (paid staff and/or volunteers) and a thorough understanding of customer service and advice delivery with a passion for providing excellence to our clients.

In order to do this you will need:

  • Skills and knowledge in respect of managing, supporting and supervising staff, including volunteers.
  • A good understanding of the advice needs and challenges facing local communities, and a commitment to influencing social policy.
  • A commitment to continuous improvement, achieving high quality, and proven ability of managing change
  • The ability to provide professional advice supervision to paid and volunteer Advisers.

About us: Citizens Advice Hull and East Riding (CAH&ER) is an innovative and successful service which puts clients first and focuses on delivering high quality advice services via face to face, telephone and digital channels to over 20,000 people a year.  We help people overcome their problems.  Our advice is confidential, free and independent and covers a wide range to subjects including benefits, debt and money management, housing, employment, family and legal matters. We use the evidence of our clients’ experiences to campaign for change.

We are a local independent charity operating from four offices and extensive outreach sessions across the city of Hull and the East Riding.  We employ approximately 90 staff supported by over 100 volunteers.


Closing date is: Monday 07 June 2021 at 12 noon

Interviews will be held by video-call Thursday 10 June


For an application form :

Visit our website

Or email: stating which post(s) you are applying for


Or send an A4 SAE with postage to the value of £1.00 to:-


Citizens Advice – Hull & East Riding

The Wilson Centre

Alfred Gelder Street




CVs will not be accepted.

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