Location: Flexible within England & Wales

Department: Operations

Contract Duration: ending 31 March 2021

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 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.

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

The MaPSDAP project is the largest Money Advice and Pension Service (MaPS) funded network of face to face debt advice in the country, providing a vital service offering free debt advice to clients across England and Wales. In order to ensure that trained staff and volunteers across the Citizens Advice network continue to provide a high standard of debt advice to clients, we require 1 full time Debt Quality Officers.

PACE  is a MaPS funded pilot service testing creditors referrals directly into a Citizens Advice contact centre and we require a 0.7 Debt Quality Officer.

These posts will involve carrying out quality assessment and service improvement activity with our service delivery suppliers. You’ll harness strong communication skills to provide verbal and written feedback on the outcomes of your analysis of quality within services. You’ll provide written reports on your analysis for all aspects of service quality. Moreover, you’ll do your best to promote quality, consistency and good practice in every facet of the debt advice services. You’ll be expected to make recommendations aimed at improving the quality of debt advice where necessary. You’ll take a lead on forming strong relationships with stakeholders, representing Citizens Advice at meetings, producing monitoring and other reports as well making recommendations on improvements to the service quality improvement process for debt advice.

To be considered for this role, you’ll have expert knowledge of, and proven ability to deliver debt advice, including the diagnosis of relevant issues and remedies and up to date knowledge of the key issues of debt advice arising from legislation, regulation, policy, practice and services. Knowledge of quality improvement processes is also essential. You’ll have experience of working with internal stakeholders, to develop strong and successful working relationships.  

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.

Please note, in the event of a high number of applications we reserve the right to close the application early.