Department: Service Management and Improvement

Contract Duration: 12 months

The Citizens Advice service helps people resolve their legal, money and other problems by providing information and advice, and by influencing policymakers. At national Citizens Advice we work in close partnership with the network of local Citizens Advice to ensure an effective and high quality service for all.

Citizens Advice is working to ensure that as many people as possible can benefit from high quality advice services through developing new ways of delivering services through web-based applications, email and phone channels, as well as face to face delivery.

In this exciting opportunity you will be part of a friendly and dynamic team supporting the implementation and improvement of multi-channel services delivered through the network of Local Citizen Advice Offices across England and Wales.

You will play a key part in ensuring support systems for Local Citizens Advice are fit for purpose, including supporting Local Citizens Advice with operational issues connected with service delivery, making improvements in quality practices and reviewing how services are delivered and developed.   As well as service delivery, you will also have a role in further developing our support services.

You may have worked in an advice centre or call centre environment and this is an opportunity to develop your customer service and service development skills in providing operational support to the network of Local Citizens Advice offices. Full training will be provided.

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.