Senior Operations Manager - Head of Expert Advice

London, Cardiff, Leeds or Birmingham
£57,800 plus £3,520 London allowance (if applicable)
05 Jul 2018
23 Jul 2018
Full Time
Contract Type

Citizens Advice provides free, independent and impartial advice and information to help people resolve their legal, money and other problems. In the past year we have helped over 2.5 million people solve over 6.2 million problems. Our national network delivers services from over 3,000 locations in England and Wales. In 2015 we won Charity Times Charity of the Year for our work. Now we want to do even more.

Senior Operations Manager - Head of Expert Advice
£57,800 plus £3,520 London allowance (if applicable)
London, Cardiff, Leeds, Birmingham
Full time
Job ref: 18\127

Do you want to work for an organisation that really makes a difference, every single day, to people from all walks of life? The people that turn to Citizens Advice need help overcoming an obstacle in their lives – from debt to evictions to trouble at work – and you can be key to them getting the support they need in the quickest, easiest, and most effective way.

Last year, Citizens Advice helped 2.7 million people face-to-face, by phone, email and webchat, and we received 43 million visits to our digital advice content.

At national Citizens Advice, we provide advice direct to clients through our digital content, and we support a network of 300 local Citizens Advice across England and Wales - each an independent charity. Our services are provided by 23,000 trained volunteers and 7000 paid staff.

Our advice changes lives, and it generates significant social value. In 2016/17, our advice saved the public purse £426 million, generated £2.8 billion in financial outcomes for clients, and £2.6 billion in wider economic and social benefits such as wellbeing, participation and productivity. You can read more about our impact here.

We are looking for people to help us improve and transform our organisation. We can offer you the opportunity to make a genuine impact and create lasting change within an organisation that generates significant social value.

What will you be doing?

The Expert Advice Team at Citizens Advice provides subject matter support and expertise to thousands of advisers across England and Wales, and helps to ensure the accuracy of our online content. The team supports the local network of Citizens Advice services and our national online content team in major advice areas such as debt, benefits, housing, employment, Welsh law, and consumer rights. It does this through 1:1 consultancy with local advisers, 1:many advice products and training, legal assurance of content, while providing expert support to other functions such as public policy and news.

We’re looking for a talented manager to lead our experienced team of 18 subject matter experts. You’ll be responsible for ensuring that the team has everything they need to deliver the best possible service, and will lead the improvement of processes and procedures with a focus on driving maximum impact and efficiency.

You’ll need to

  • be able to build relationships within the Citizens Advice organisation, the local Citizens Advice network and key stakeholders
  • exercise judgement and leadership in responding to external events (such as unexpected events or changes in policy) that potentially create demand for advice
  • excel at designing, leading and implementing innovative changes that generate additional value, improve the way we work, or respond to shifts in organisational strategy
  • leverage digital tools and platforms to improve the team’s productivity, reach and accessibility 
  • use evidence and data to inform decisions on how to maximise impact
  • seek and support efforts to secure funding and strategic partnerships
  • harness insight from the Expert Advice team and use that to influence and advise the organisation, the local network and our stakeholders
  • be able to understand, identify and anticipate challenges to how we deliver expert advice
  • be passionate about the delivery of advice across different channels in a fast paced environment. 

We won’t expect you to be a legal or advice expert yourself (although a background in law or advice is a significant plus), but you’ll need to be able to quickly get up to speed on the legal and advice landscape that we work within.

Experience in harnessing digital tools to drive effectiveness and process improvements is desirable.

For more information and to apply, please click the Apply button. 

Citizens Advice values diversity, promotes equality and challenges discrimination. We encourage and welcome applications from people of all backgrounds. We particularly welcome applications from disabled and Black, Asian and Minority Ethnic people, as they are currently under represented in our workforce.

Closing date: 23 July 2018

Interviews Date: in the fortnight commencing 30 July 2018

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