ROLE DESCRIPTION
Reports to: Chief Executive
Responsible for: Specialist benefits advisers, caseworkers, volunteers and/or trainees as applicable
Location: First Love Foundation, East India
Hours: Full time, 35 hours a week (4 days considered)
Contract: Permanent
Purpose
The Advice Manager will lead and develop a specialist legal benefits advice service, and as a member of the Senior Leadership Team, ensuring the delivery of high-quality, client-centred advice, casework and representation in relation to welfare benefits and associated matters.
They will provide operational leadership, line management and technical oversight to advisers, maintain quality and compliance standards, lead service development and contribute to strategic work aimed at maximising clients’ income and improving outcomes for people facing poverty, ill health, disability or other disadvantage.
Key Responsibilities
Service Delivery and Casework
- Lead day-to-day delivery of the specialist benefits advice service
- Oversee triage, case allocation and client flow
- Maintain a personal caseload of complex cases, including appeals and tribunal work
- Ensure timely, accessible and effective support for clients
Leadership and Team Management
- Line manage advisers, caseworkers and volunteers
- Lead recruitment, induction, performance management and appraisal
- Provide supervision, coaching and technical support
- Promote team wellbeing and continuous professional development
Quality, Compliance and Safeguarding
- Ensure full compliance with AQS and relevant regulations
- Act as Designated Safeguarding Lead
- Conduct file reviews, case audits and quality assurance activity
- Embed organisational policies including safeguarding, data protection and confidentiality
Data, Performance and Insight
- Oversee case recording, monitoring and evaluation systems
- Analyse service data, demand and outcomes using CRM tools
- Produce reports and insights for SMT, trustees and funders
- Use evidence to drive continuous improvement and service design
Strategy, Partnerships and Service Development
- Build relationships with statutory and community partners
- Develop pro bono and external professional support
- Lead outreach and awareness activity
- Contribute to service transformation, digital development and CRM optimisation
- Act as an ambassador for First Love Foundation
- Contribute to SMT planning, funding compliance and organisational strategy
Core Competencies
- Leadership and Team Development – builds, supports and inspires high-performing teams.
- Judgment and Decision-Making – confident handling of complex, high-risk cases.
- Quality and Accountability – commitment to high standards and compliance.
- Strategic Thinking – able to use data and insight to shape services.
- Communication – clear, persuasive and adaptable.
- Values Alignment – committed to social justice and organisational ethos.
- Resilience and Adaptability – thrives in a fast-paced, evolving environment.
Please see the job pack for more information.
