Advice Line Team Manager

  • Advice Line Team Manager tags

Closing date: Wednesday 27 September 2023
Location: Flexible
Hours: 35 hours per week
Salary: £34,570 Per Annum
Contract: Permanent

RNIB’s Advice Line is an integral part of its flagship service – the Sight Loss Advice Service. This is an exciting opportunity to join this team, taking on line management for a team of Sight Loss Advisers and supporting with the continuous development of the service.

Open 8am-8pm weekdays and Saturday 9am – 1pm, RNIB’s Advice Line is a crucial component of our Sight Loss Advice Service. Providing immediate and effective support, we offer invaluable one off and in-depth advice to people with sight loss, their family, friends and carers, over the phone or online.

As a Team Manager for the Advice Line you’ll provide support to your direct line reports and the wider team. You’ll provide supervision, mentoring and coaching to ensure advisers feel fulfilled within their roles and that they are able to effectively support our customers. You will also support the wider team, operating a rota system with your Team Manager colleagues to manage delivery of the service during our operational hours.

We are seeking individuals with a proven background in managing a team of telephone advisers ideally with experience in the following areas:

  • Experience of managing advice services delivered over the phone and online, operating across the UK.
  • Experience of quality monitoring and/or operating under an external quality standard.
  • Significant safeguarding experience and the confidence to support advisers with responding to concerns.

Highly organised and calm under pressure with the flexibility to work evenings and occasional Saturdays, you will competently cope with managing a busy telephone advice service, whilst actively supporting your line reports to achieve positive results for our customers. Positive, empathetic and motivated, you’ll work on your initiative and as part of a supportive team.

In return

We offer a competitive salary, a stimulating and supportive working environment and a benefits package including:

  • 26 days holiday per year (plus bank holidays – pro rata), which increase with service
  • Excellent pension schemes
  • RNIB Rewards – Our employee discounts platform gives you access to offers at over 800 in-store and online retailers
  • In-house training and development opportunities
  • Flexible working arrangements – Each new member of staff will be given a laptop to make working flexibly easy

For more information and to apply, click on the link to our website, which will take you directly to the full advert and job description.

If you are having trouble applying online or would like more information, please contact us on, or call us on 0207 391 2111.

We actively encourage applicants with lived experience of sight loss to apply for this role.

For further information about this vacancy and details of how to apply, please visit the RNIB website:

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