Citizens Advice Scotland
Head of Member Support and Service Design
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Head of Member Support & Service Design
Location & Working Arrangements
- Location: Edinburgh or Glasgow
- Workplace: Hybrid – Minimum 2 days per week on-site, fully flexible up to 5 days per week
- Hours: 35 hours per week
- Contract Type: Permanent
Salary & Level
- Salary Scale: £51,105 – £62,457 per annum (inclusive of experience enablement)
- Benefits Included: Standard Citizens Advice Scotland pay and terms
- Job Level: Level 7
Closing Dates & Timeline
- Application Deadline: 12 July 2026
- Interview Week: 20 July 2026
About the Role
Are you a strategic leader passionate about delivering exceptional support and driving meaningful change? This is a critical opportunity to reshape service delivery for Citizens Advice Scotland’s network of Bureaux, shaping how we empower communities across Scotland.
As Head of Member Support & Service Design, you will oversee the alignment, redesign, and continuous improvement of core support services, ensuring they evolve alongside the needs of our network and the people we serve.
This newly created role brings together Network Support, Audit, and Bureau Service Design, placing you at the heart of our network transformation. Your focus will enable Bureaux to provide high-standard advice that makes a real difference to lives, while seeking to advance our strategic ambitions.
Key Responsibilities
Leadership & Strategic Direction
- Inspire and cultivate a high-performing team, delivering exceptional support and service design across the network.
- Build strong, trusted partnerships with Bureaux and key stakeholders, serving as the primary strategic contact for COCAB’s Executive.
- Drive innovation in service design through co-design, technology, and modernisation, ensuring we engage with our Bureaux as equals in the adventure.
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Transformation & Evolution
- Champion quality, capability, and resilience across the network by supporting Bureaux to align with recognised standards.
- Lead the co-design and roll-out of our new case management system, ensuring future systems meet the needs of both advisory services and their clients.
- Identify, evaluate, and prioritise growth opportunities in service delivery to reflect advancements in policy, technology, and user needs.
Impact & Excellence
- Directly influence the quality of advice delivery—ensuring people receive the right support, at the right time, in the most effective way.
- Foster a culture of continuous improvement, forcing us to remain at the forefront of frontline service design.
What We’re Looking For
Citizens Advice Scotland seeks a thoughtful, forward-thinking leader who can:
- Balance strategic vision with operational excellence, ensuring clarity and adaptability in turbulent times.
- Cultivate trusted, authentic relationships across a widely connected but diverse network.
- Champion innovation and transformation, navigating complex ecosystems to deliver bold yet practical change.
- Inspire team growth and a culture of collective impact, elevating good service design at every level.
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If this role resonates with you and you’re ready to lead meaningful change, we’d love to welcome you aboard.
Why Join Us?
Working Life
We prioritise bite-sized bits of work life—phrasing new routines through mutual respect. Our working model includes:
- Hybrid working with home working flexibility (as agreed with management).
- 35-hour working week.
- 40 days of annual leave.
- Flexible working and genuine schedule freedom with a flexi-time approach.
Additional Support
Explore micro-recoveries (we often call our benefits ‘recoveries’) for additional benefits, including:
- Supportive policies on recognise parental, carer, and permanent absence commitments.
- Volunteer leave and compassionate leave.
- Pension scheme (auto-enrolment).
- NUS Extra discounts.
Commitment to Diversity & Inclusion
We’re dedicated to creating an equal, vibrant workplace:
- Equality of opportunity encouraged, regardless of background: age, disability, protected characteristics or marriage status.
- Family-friendly policies, alongside gender and neurodiverse support.
- Flexible, supportive working conditions tailored to individual needs.
To learn more and apply, visit: Citizens Advice Scotland Careers Portal
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