Job Description

Job reference


REQ0002226


Date posted


12/06/2025


Application closing date


04/07/2025


Location


Remote


Salary


37,240 per year


Package


26 days holiday per year (plus bank holidays), which increases with service. Excellent pension scheme, staff discount scheme


Contractual hours


35


Basis


Full time


Job category/type




Job description

37,240 per year

35 hours per week

Remote

Permanent

We are looking for an Advice Services Manager who can lead and support a team of Advice Services Advisors. The ideal candidate should have a strong commitment to delivering high-quality, customer-focused service across multiple communication channels. They should be able to manage day-to-day operations effectively, monitor team performance, and provide constructive feedback. The candidate should also have a solid understanding of safeguarding, data protection laws, and industry-specific accessibility standards.

What you'll be doing

Team Leadership & Performance Management: Lead, motivate, and support a team of Advice Services Advisors. Monitor performance, provide feedback, and foster a positive team culture. Operational Management & Service Delivery: Ensure efficient operations and manage resources effectively. Oversee service delivery across multiple channels. Training & Development: Provide ongoing training and ensure team members are knowledgeable about relevant legislation and support services. Quality Assurance & Compliance: Ensure adherence to service standards and compliance with policies. Conduct regular audits and provide feedback. Customer Experience & Feedback Management: Oversee customer feedback processes and ensure timely resolution of issues. Empower customers to make informed decisions. Reporting & Analysis: Monitor KPIs and service metrics. Provide regular performance reports to senior management. Stakeholder Engagement & Referrals: Manage relationships with external partners and ensure effective referrals for seamless customer care.

What you'll need to succeed in this role.

Proven ability to lead, motivate and support a team. Significant experience managing customer-facing teams in an advice or support service setting. Strong commitment to delivering high-quality, customer-focused service across multiple communication channels. Ability to manage day-to-day operations effectively. Proven experience in monitoring team performance and providing constructive feedback. Strong decision-making skills in triaging customer queries and prioritising tasks. Excellent verbal and written communication skills. Solid understanding of safeguarding, data protection laws, and industry-specific accessibility standards. Analytical and proactive problem-solving skills. To be proficient in Microsoft packages.

What We Offer

RNIB prides itself on being a great place to work with a positive, progressive culture. We offer a wide range of benefits including 26 days of holiday per year (plus bank holidays) which rises with service, enhanced family friendly benefits, a contributory pension scheme with an employer contribution of up to 11% and a rewards platform with employee discounts across over 800 retailers.

How to Apply

If you'd like to apply for this opportunity, please apply online, uploading your CV and supporting statement, telling us how you meet the essential criteria in the person specification.