Location: Edinburgh or Perth; 3 days office based
Salary: £41,200 per annum
Hours: Full-time (35 hours per week)
Contract: Permanent
Reports to: Head of National Services
Closing date: 12th September 2025

How to apply

Apply on our BreatheHR portal by completing the online application with your CV and cover letter by 12th September 2025.

We welcome and encourage job applications from people of all backgrounds.

If you consider yourself to have a disability, please complete the relevant section within the application pack to inform us of any arrangements that we may make to the interview process.

We reserve the right to close this advert earlier or later than stated, so please don’t delay your application to avoid any disappointment.

About the Service

About the role

The role of National Advice and Support Service Manager is instrumental in ensuring that the service we provide to people is consistent, accessible and of high-quality. This role will oversee all operational aspects of the service including leading and coaching the National Advice and Support Service team to deliver a flexible and person-centred service, and providing welfare rights and debt advice expertise and management oversight of complex case management.  The National Advice and Support Service Manager will also ensure the team’s performance meets all legal and regulatory requirements, including the standards set out by the Financial Conduct Authority and the Scottish National Standards for Information and Advice Providers, and will build-in quality controls and checks around this including creating and maintaining policies and procedures to allow for the efficient, compliant and safe running of the service.

As well as having responsibility for the operational delivery of the service, this role will also influence and shape the strategic direction of the National Advice and Support Service. This will involve working with the Head of National Services to plan and develop a strategic plan for the service and play a key role in communicating this vision both internally and externally, as well as actively promoting the service. The National Advice and Support Service Manager will also develop strategic partnerships, including working with Mental Health UK (MHUK), and communicate opportunities to work with partners and colleagues from across the organisation.

Establishing effective structures and systems to collect data and track outcome progress will be a central responsibility of the National Advice and Support Service Manager. The postholder will be skilled in data analysis and regularly produce reports that clearly demonstrate impact to a variety of stakeholders.

Key Responsibilities

Service management

• Manage the Advice and Support Service on a day-to-day basis, ensuring resources are well allocated, services are delivered within agreed budgets, challenges are resolved promptly, and high standards of practice are achieved.
• Ensure that accurate welfare rights and debt advice and mental health information is being provided and that accurate, comprehensive and compliant case records are kept. This includes maintaining up to date policies and procedures and conducting regular audits of case records and information sources
• Conduct regular service reviews and set and monitor KPIs and outcomes, ensuring evaluations demonstrate positive client outcomes.
• Prepare accurate, high-quality reports that supports both internal performance monitoring and external accountability including reporting to funders.
• Ensure Change Mental Health policies and procedures are implemented and understood including Safeguarding and Health and Safety.
• Assist with identifying and completing funding applications.

People and team

• Manage and support the Advice and Support Team providing regular support and supervisions sessions to staff and ensuring clear objectives which link into the organisations strategic plan are set and monitored
• Recruit, induct and lead staff to ensure the highest levels of performance and standards of conduct
• Identify gaps in knowledge, skills and experience of the Advice and Support Team and source appropriate training and support, as required
• Provide technical guidance on welfare rights and debt advice to staff.
• Foster a positive team culture that promotes effective team working
• Be part of the Management Team for National services and work closely with peers to provide guidance and support, as required.

Service development and partnerships

• Lead on the promotion of the service and proactively seek opportunities to raise awareness and develop new referral pathways
• Ensure that the service has an accessible pathway into user voice, participation and feedback mechanisms including building working relationships with people with lived to inform the development of the service
• Develop and maintain positive relationships with key partners and external stakeholders to raise the public profile of the Advice and Support Service, and Change Mental Health, and to ensure Change Mental Health are best positioned for any emerging opportunities
• Work closely with the wider Policy, Public Affairs and Communications department to deliver on the Change Mental Health Strategy.