Service Delivery Manager
Citizens Advice offers confidential advice online, over the phone, and in person, for free. Through our national network of charities, we give people the knowledge and the confidence they need to find their way forward – whoever they are, and whatever their problem. In 2017-18 we helped 2.6 million people face to face, over the phone, by email and webchat, and people visited our online advice pages 25 million times. We help with everything from money issues to problems at work, housing to consumer rights. Now we want to do even more.
Service Delivery Manager
£38,990 plus £3,520 London Allowance (if applicable)
Full time (part time/job share considered)
Fixed term until 31 March 2019 (strong possibility of extension)
Flexible: Cardiff, London, Birmingham, Leeds and Liverpool
Job ref: 18\259
The Pension Wise team is looking for a Service Delivery Manager to lead a small, geographically dispersed Service Delivery team within the wider Pension Wise team, and to support the development of the service going forward.
Pension Wise is a guidance service funded by the Department for Work and Pensions. We provide face-to-face appointments across England and Wales, co-ordinated through 16 Local Citizens Advice offices or partnerships acting as ‘Delivery Centres’. This role provides the service delivery of the service, which involves relationship management and coordination of work with DWP, Delivery Centres, central support teams within Citizens Advice and the project development team within Pension Wise.
The Service Delivery Manager can be based in any of our national offices and will join the Pension Wise team, supporting the delivery of this exciting and evolving service which is funded by the Department for Work and Pensions and is delivered through 38 local Citizens Advice offices across England and Wales. The role covers the West of England and Wales region for Pension Wise and, while office-based, will require some travel to these areas.
This busy and varied role will not only test your service monitoring, analytical and time management skills but will also provide the opportunity to work with a variety of organisations and individuals. You will require high-level IT skills and excellent verbal and written communication skills. The ability to work on your own initiative as well as part of a team is essential. Excellent interpersonal skills are also required to build relationships internally and externally in an inventive, responsible and generous culture.
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: 02/01/19
Interview Date: 08/01/2019
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