Job Title

Were looking for a proactive, organised, and motivated Telephone Advice Line Supervisor to lead our front-line advice and triage service the first point of contact for many residents seeking social welfare advice and support in Ealing. Youll be at the heart of a unique consortium of 13 local advice charities working together to improve lives. As the voice of our service, your leadership will shape how people access vital support and how volunteers develop skills and confidence to make a difference. As an accredited provider of specialist advice in debt, housing, and welfare benefits, Nucleus Legal Advice takes a holistic approachbringing together expertise from different social welfare teams to provide the best advice for our clients. If youre looking for a rewarding role in a supportive and innovative environment, this is the perfect opportunity. Nucleus Legal Advice Centre is an accredited Specialist Debt, Housing and Benefits advice provider and the lead partner for the Advice Line. Join our team and enjoy a rewarding work environment with fantastic benefits Your Role As Telephone Triage Supervisor, you will: Lead and manage a dynamic team of volunteer telephone advisors, ensuring they are well-trained, supported, and delivering high-quality service. Drive excellence in our day-to-day triage operations monitoring quality, resolving queries, and constantly improving our processes. Be hands-on answering calls and emails, stepping in when needed, and ensuring that clients are accurately triaged and referred to the right services. Champion volunteering recruiting, training, and retaining volunteers, while developing innovative ways to enhance their experience and contribution. Collaborate widely with partner charities, funders, local agencies, councillors, and communities to promote the service and build relationships. Shape the future help evaluate and develop the triage service so it grows stronger and even more responsive to community needs. Key Responsibilities 1. Service Operations & Volunteer Leadership Oversee the delivery of a responsive, high-quality triage service that meets our funders requirements and internal quality standards. Line manage and supervise triage volunteers, ensuring support is always available, including when you''re away. Ensure appropriate advice is given, deadlines are tracked, and referrals are handled professionally. Maintain clear systems, policies, and guidance for all triage work. Manage volunteer induction, performance, and wellbeing, while upholding EASs inclusive, client-focused ethos. 2. Direct Support & Advice Step in to provide triage and advice directly, especially at peak times. Offer expert advice to volunteers and clients as needed. Manage and respond to email queries in a timely and accurate manner. Ensure appropriate and effective referral pathways for all client needs. 3. Improvement & Evaluation Regularly review how the triage service is performing and identify opportunities for innovation and growth. Support the development of funding applications and reports, especially in relation to volunteering impact. Implement systems to monitor volunteer development, service quality, and areas for improvement. 4. Outreach & Promotion Actively promote volunteering opportunities through local networks, community spaces, and partnerships. Raise awareness of the triage line across Ealing especially in underserved communities through creative and inclusive publicity. Build strong connections with local advice providers, statutory services, and other potential referrers. Person Specification Essential Experience & Skills A strong background in volunteer management with hands-on experience of recruitment, supervision, and retention. Direct experience of delivering advice via telephone and/or digital platforms. Solid experience in at least two of the following areas: housing, debt, welfare benefits, or immigration. Demonstrated commitment to high-quality service delivery, especially in the not-for-profit or community sector. Ability to lead, motivate, and support volunteers with clarity, empathy, and enthusiasm. A collaborative leadership style team-oriented, approachable, and consistent with our values. Excellent communication and interpersonal skills , both written and verbal. A solid grasp of IT tools for advice delivery, file management, and internal reporting. Strong organisational skills, including the ability to manage competing demands. A clear commitment to social justice, equality , and empowering communities. Knowledge Good understanding of social welfare law , advice quality standards, and the challenges faced by those in financial or housing crisis. Understanding of the role and contribution of volunteers in legal advice and support services. Familiarity with casework principles and the ability to maintain accurate records. Other Requirements Self-sufficient, proactive, and able to work independently. Willingness to work flexibly, including occasional evenings or weekends. Commitment to continuous learning, improvement, and professional development. Desirable OISC Level 1 accreditation (or willingness and ability to obtain it promptly).