Fixed term until 31 March 2021

Department: Universal Support / Help to Claim

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 2018-19 we helped 2.7 million people face to face, over the phone, by email and webchat, and people visited our online advice pages 28.5 million times. We help with everything from money issues to problems at work, housing to consumer rights.

As Continuous Improvement Lead you’ll be working in one of the most important areas of the businesses largest funded programmes - Help to Claim.

Sitting as part of the programme leadership team, you'll lead a function focused on bringing forward and delivering data and evidence driven solutions to improve service delivery in an innovative way.

You’ll get the chance to think innovatively, be creative and generate new ideas.  These ideas will come to life with a mixed-skills team including researchers, analysts, and designers, who all work together to research, produce and design service improvements. 

This is a great role if you want to have a direct impact in forming the way we deliver and help those who depend on us. 

Our roles are open to discussion about flexible working, which may include arrangements such as part-time working, formalised flexitime, fixed (non-standard) working hours, working from home and job-sharing.  

Flexible working - while our teams are office based, it's fine to work from home regularly, and we welcome discussions about working part-time.

Ranked by Indeed as a top 10 non-profit employer in the UK (December 2018)

We welcome applications from Local Citizens Advice staff and are open to arranging secondments.

We particularly welcome applications from disabled and Black, Asian and Minority Ethnic (BAME) candidates as BAME and disabled people are currently under-represented throughout Citizens Advice. We are a member of the race equality campaign at Business in the Community, the Prince’s responsible business network and are committed to improving employment opportunities for ethnic minorities across the UK. We also welcome applications from, LGB and Trans and non binary candidates.
We have made a positive commitment to employing disabled people and guarantee to interview all disabled candidates who meet the minimum essential criteria for the role as set out in role profiles.

Interview date: w/c 8th June 2020