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Head of Advice Quality

Citizens Advice
Cardiff, London, Birmingham, Leeds, and Liverpool,
£65,388 plus £3,520 London allowance if applicable.
Closing date
25 Nov 2020
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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.

We positively 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 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.

Head of Advice Quality
£65,388 plus £3,520 London allowance if applicable.
Full-time, permanent
Location – Flexible

Job ref - 000842

High quality advice and excellent client outcomes are at the very core of the service we provide and maintaining and improving advice quality across all of our services is an important part of our strategic ambitions.

Within this role you will be accountable for setting the quality strategy and owning, delivering and continuously improving the way we assess and support the quality of advice to ensure it is delivering the best outcomes for clients, working closely with other teams and our network of local Citizens Advice.

A strategic thinker, with the vision and capacity to think about the long term future of quality standards, as well as the here and now, you will be an exceptional people manager bringing the best out of your team, ensuring efficient operation and effective financial management.

A strong collaborator and influencer, you will develop relationships to support your approach around quality assured services, and you will be an influential and visible partner within the Citizens Advice service, our operations division and as part of our external stakeholder engagement.

With cross sector experience, and the ability to design and implement quality assurance systems in complex environments you will be an adaptable, accountable and ambitious individual, with the reach and impact to advance our services to deliver against our vision, mission and values at Citizens Advice. 

The National Citizens Advice Operates from offices in England and Wales, with 5 regional offices based in Cardiff, London, Birmingham, Leeds, and Liverpool, therefore all successful applicants must be based within England or Wales.

Closing date: 25 November 2020

Interviews TBC throughout December.

Please note, we may extend the closing date.


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