This vacancy has now closed

Advice and Support Manager

  • Full time
  • £40,000
  • Edinburgh (Hybrid)
  • Closing 14th April 2024

  • Advertised from 18th March 2024


Change Mental Health is a leading national mental health charity providing unique support to people with severe and enduring mental ill health. With over 50 years’ experience across Scotland, we believe people affected by poor mental health and illness deserve the highest quality of support in the community and that every person has the right to be valued and to share in the opportunities, challenges, and joys of everyday life.

Change Mental Health is determined to be the leading source of information, advice and guidance on Mental Health and Mental Illness in Scotland. We want to make sure that everyone has the information and advice they need to make the right decisions for themselves and their families.

The role of Advice and Support Manager is instrumental in ensuring that we can do this and that the information, emotional support and advice we provide to people is consistent, accessible and of high-quality. This role will oversee all operational aspects of the service and will lead and coach the Advice and Support Team to deliver a flexible and person-centred service. This will involve creating, maintaining and developing policies and procedures to allow for the efficient, compliant and safe running of the service. The Advice and Support 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.

As well as having responsibility for the operational delivery of the service, this role will also influence and shape the strategic direction of the Advice and Support Service. This will involve working with the National Services Manager 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 Advice and Support Manager will also develop strategic partnerships, including working with MHUK, and communicate opportunities to work with partners with colleagues from across the organisation.

Setting up structures and systems to gather data and monitor the progress of outcomes will be a key part of the Advice and Support Managers role. The postholder will manipulate data effectively and produce reports which evidence impact for a range of stakeholders on a regular basis.

This role will also work closely with Fundraising Team and the National Services Manager to submit funding bids and source additional funding streams for Advice and Support activity.

This role would suit someone who is creative, adaptable and enjoys leading and motivating a team. You will have a sound understanding of the issues experienced by people with lived experience of mental illness and mental health problems. You will enjoy adapting services to meet the needs of people accessing the services and be confident in managing and leading change.

Key Responsibilities:

  • Responsible for the day-to-day organisation and management of the Advice and Support Service #
  • Set and monitor agreed KPIs and outcomes for the Advice and Support Service
  • Manage all aspects of the service, including quality, processes and procedures, health and safety, managing risk; and staff training and development
  • Manage and support the Advice and Support Team, ensuring all have a clear work plan which links into the organisations strategic plan and goals
  • Recruit, induct, lead and manage staff and volunteers to ensure the highest levels of performance and standards of conduct at all times
  • Provide regular support and supervisions sessions to staff and offer guidance and support to aid them in their role
  • Identify gaps in knowledge, skills and experience of the Advice and Support Team and source appropriate training and support, as required
  • Provide constructive and timely feedback to staff to allow for growth and development and work with the HR Team to formalise support, where appropriate
  • Prepare reports as required and ensure these are accurate and of high-quality
  • Lead on the promotion of the service, both internally and externally, and proactively source opportunities to do this
  • Ensure that the service has an accessible pathway into user voice, participation and feedback mechanisms
  • Develop and maintain strategic partnerships which strengthen the work of the team and create opportunities for advice
  • and support activity and for the organisation as a whole
  • Review cases and allocate to team members appropriately, based on capacity and experience
  • Work with a range of key stakeholders, both internally and externally, to support the funding and development of the service
  • Carry out regular service review and create and implement mechanisms to showcase impact
  • Create, maintain and develop internal processes and procedures to ensure the safe and efficient delivery of information, emotional support and advice across the team
  • Ensure that procedures and operational policies are implemented review these on a regular basis, building in mechanisms for quality control and checks around this
  • Responsible for all health and safety elements of the team, including conducting risk assessments and mitigating risk
  • Developing and maintaining internal databases, such as Advice Pro, to monitor impact and analyse data
  • Work with key partners to create and develop referral pathways into the Advice and Support Service and promote Change Mental Health
  • Build working relationships with people with lived experience of mental illness, or who care for someone with mental illness to inform the development of the service
  • Ensure compliance with all legal and regulatory requirements, including those required by the Financial Conduct Authority
  • Design and deliver relevant training throughout Change Mental Health, as needed and required
  • Contribute to research and policy development tasks to support and inform national work
  • Support the operational delivery of the service when required e.g. when staff are absent from work due to sickness or annual leave
  • Keep up-to-date with all regulatory and legal requirements to ensure the service is compliant and adhering to expected standards at all times
  • Contribute to discussions and consultation in my field on behalf of Change Mental Health and work towards integration of the service with others in the organisation
  • Work closely with the wider Policy, Public Affairs and Communications department to deliver on the Change Mental Health Strategy


Professional development including funded opportunities.

A generous 37 days’ holiday.

A 35-hour working week, enhanced sick pay & season ticket loan.

A great work life balance with flexible and blended working environment.

24/7 access to an award-winning Employee Assistance Programme providing free legal, financial and medical advice as well as support with life’s challenges.

Enhanced sick pay and leave entitlements

Paid Mental Wellbeing Days

Cycle to Work Scheme

Blue Light Discount Card

Application notes

To find out more and apply please visit our website

Application deadline 14/04/2024