Team Manager - Criminal Record Advice Service

We are looking for an experienced and motivated Team Manager to lead the delivery of our Criminal Record Support Service and Employer Advice Service.
This is an exciting opportunity to oversee high-quality advice provision, while providing practical, hands-on support to a dedicated team of Criminal Record Advisers and volunteers. You will play a key role in ensuring services meet expected delivery standards, driving continuous improvement, and strengthening the reach and impact of the helpline through effective promotion and partnership working.

You will also represent the service at meetings, events, and networks, raising awareness and developing referral pathways to ensure those who need support can access it.
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Team Manager – Criminal Records Advice Service

• Salary: £31,242 per annum, pro rata
• Hours: 20 hours per week
• Contract: Fixed Term Contract until March 2027
• Location: Home based with regular travel required to London           
• Direct Reports: Criminal Record Advisers and Volunteers
• DBS Required: No

Key Responsibilities
Service Delivery & Development

• Oversee the day-to-day delivery of the Criminal Record Support Service, including staffing and resource management.
• Provide guidance, supervision, and practical support to advisers and volunteers to maintain high-quality service delivery.
• Contribute to the implementation, ongoing development, and growth of the service.
• Prepare quarterly and annual performance reports.
• Ensure digital platforms and social media channels are updated in line with marketing strategy and legislative changes.

Recruitment & Training

• Recruit, induct, and train new staff and volunteers to ensure they are fully prepared and supported in their roles.
• Promote Safer Recruitment, Admissions and Disclosure training externally.
• Work closely with internal teams and training consultants to market and raise awareness of training opportunities.

Partnership & Representation

• Collaborate with other agencies and stakeholders to resolve queries and strengthen referral pathways.
• Attend and represent the service at external meetings, events, and networks.
• Engage with commissioners and stakeholders at various levels to promote service impact.

People Management

• Set direction for the team to deliver organisational and local priorities.
• Lead by example, upholding organisational values and behaviours.
• Set clear objectives and performance targets through appraisal processes and regular one-to-ones.
• Communicate organisational messages effectively through team meetings and ensure information is cascaded appropriately.
• Support staff in decision-making, including complex or challenging situations.

Compliance & Governance

• Maintain accurate and up-to-date records within required systems and timeframes.
• Adhere to safeguarding, data protection, equality, and diversity policies at all times.
• Ensure compliance with relevant legislation, particularly within the disclosure and resettlement field.
• Actively contribute to team performance targets and organisational goals.

About You
We are looking for someone who:

• Has experience leading and motivating a team to deliver high-quality services.
• Is solution-focused, innovative, and committed to continuous improvement.
• Has strong knowledge (or willingness to develop knowledge) of disclosure, resettlement, and relevant legislation.
• Can build effective working relationships with colleagues, commissioners, and external stakeholders.
• Communicates clearly and professionally, with strong organisational skills.
• Understands professional boundaries and can clearly communicate role remit to service users.
• Is committed to equality, diversity, and inclusive practice.

Why Join the Criminal Record Support Service?
This is a chance to lead a nationally respected service at Nacro that responds to over 12,000 enquiries each year. The Criminal Record Support Service sits at the cutting edge of criminal records disclosure law, safeguarding, and fair access to employment, education, housing, and volunteering. The team provides expert advice and high-impact advocacy, challenges poor practice and discrimination, and helps people benefit from major legal reforms. Alongside frontline work, the service influences employers, regulators, and policymakers to promote safer, fairer, and more inclusive decision-making.

As Team Manager, you’ll lead a skilled, values-driven team delivering work that is complex, meaningful, and genuinely transformative — with consistently outstanding feedback from the people we support.