Team Manager

Location: Glasgow (office-based with regular travel across Scotland)

Salary: £39,304 per annum (4-day week)

About Advice Direct Scotland

Advice Direct Scotland is Scotland’s national advice service, providing free, practical and impartial advice on issues including advocacy, consumer rights, energy, debt and housing.

Our mission is simple: to ensure everyone in Scotland can access the support they need, when they need it.

We are a modern, digital-first organisation, delivering advice through telephone, webchat, email, SMS, social media and self-service tools—ensuring accessibility, speed and impact for our customers.

What We Offer

31.25 hours over 4 days (Monday–Friday)
30.5 days annual leave (38 days pro rata)
8% employer pension contribution
Life insurance
Cycle to work scheme
Employee Assistance Programme & wellbeing support
Fresh fruit and snacks daily
Company events
Company sick pay
Reward and benefit programmes

About the Role

As Team Manager, you will lead and develop a team of remote Advocates across Scotland, supporting vulnerable individuals to access the benefits they are entitled to.

You will be responsible for delivering a high quality, consistent service, ensuring customers receive clear, accurate and compassionate support throughout their journey. This is a hands on role where you will manage day to day operations, including rota planning and real time decision making to maintain service levels.

Working in a fast paced environment, you will use data and insight to drive continuous improvement, enhance customer outcomes and influence service delivery. Alongside operational leadership, you will play a key role in building an engaged, motivated and supported team culture.

Who We’re Looking For

We are seeking a driven and impressive leader who is engaging, personable and committed to supporting vulnerable individuals.

You will bring proven experience leading high performing remote teams, with the ability to maintain performance, engagement and wellbeing. Confident in managing operations, you will be highly organised and adaptable, able to balance daily demands with wider service objectives.

As a strong people manager, you will coach, inspire and develop your team to deliver excellent performance and build confidence. You will also be comfortable using data and digital tools to monitor performance and improve service delivery.

Above all, you will be empathetic, resilient and customer focused, with a passion for delivering high quality advice and support.

What You Need to Succeed

Proven experience managing remote teams in a similar environment
Strong operational management skills, including rota planning and real time service management
Ability to use data and insights to drive performance and continuous improvement
Experience coaching and developing individuals to achieve their potential
Strong organisational skills and the ability to work in a fast paced, target driven environment
A customer focused approach, with a commitment to supporting vulnerable individuals

Essential: Full UK driving licence with the ability to travel across Scotland

Desirable: Experience within the advice sector

How to Apply

Please submit your CV and a covering letter outlining your relevant experience and what you would bring to the role.

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