Citizens Advice Scotland
Head of Member Support and Service Design
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Head of Member Support & Service Design – Citizens Advice Scotland
📍 Location: Edinburgh or Glasgow 🏢 Workplace Type: Hybrid working (minimum 2 days per week in the office) 🕒 Hours per week: 35 📅 Contract Type: Permanent 💰 Salary: Level 7 | £51,105 - £62,457 per annum (commensurate with experience) 📣 Closing date: 12 July 2026 🗺️ Interviews: Week commencing 20 July 2026
About the Role
Are you a strategic leader passionate about delivering exceptional support and driving meaningful change? This is a unique opportunity to shape how Citizens Advice Scotland supports its members and communities across Scotland.
As Head of Member Support & Service Design, you will:
- Lead the design, delivery, and continuous improvement of member support services.
- Oversee Network Support, Audit, and Bureau Service Design, positioning you at the heart of CAS’s transformation.
- Strengthen Bureaux’s capacity to deliver high-quality, client-centred advice that truly changes lives.
- Align service delivery with CAS’s strategic ambitions for the future.
Responsibilities
You will be responsible for:
- Leading and inspiring a high-performing team to deliver outstanding support across the network.
- Building strong relationships with Bureaux and key stakeholders, becoming a trusted partner and primary contact for the CAS Executive.
- Driving innovation in service design, modernising advice delivery through technology and co-design.
- Championing excellence by supporting Bureaux to meet recognised standards and build sustainable capability, capacity, and resilience.
- Shaping the future by leading the co-design and implementation of the new case management system.
- Identifying growth opportunities, evolving service delivery to better meet client needs.
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This role will directly impact a network that helps thousands of people daily—ensuring they receive the right advice, at the right time, in the right way.
What We Are Looking For
We’re seeking a collaborative, forward-thinking leader with the ability to:
- Balance strategic vision with operational delivery.
- Build strong, trusted relationships across a diverse network.
- Lead innovation and transformation in complex environments.
- Inspire teams and drive continuous improvement.
If you’re ready to lead meaningful change and make a lasting impact, we’d love to hear from you.
Essential & Desirable Criteria
Please structure your 2-page candidate statement to demonstrate how you meet the following:
Essential (Must-Demonstrate Experience)
✅ Deep expertise in network organisations—proven experience in a federated membership model, with a strong grasp of network theory and network leadership. ✅ Organisational development & transformation—leading major initiatives to drive innovation and change. ✅ Senior stakeholder & relationship management—building trust at board and executive levels. ✅ Quality assurance, compliance, and member standards (advice sector focus). ✅ Complex service design & delivery—transforming processes to improve outcomes.
Desirable (Advantageous)
✔ Experience in Citizens Advice Bureaux or the advice sector (highly beneficial).
About Citizens Advice Scotland
CAS is committed to strengthening Scotland through confident and respected citizenship. This role enables you to contribute to lasting change in frontline support services.
Benefits
- Work-life balance supported by: ✔ 35-hour week ✔ 40 days annual leave ✔ Flexible hours with a full flexi-time policy ✔ Hybrid working options (office-based or remote options discussed per role)
- Diverse (D&I) and inclusive workplace policies, including: ✅ Family-friendly support ✅ Flexible working arrangements ✅ Commitment to equality of opportunity
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Diversity & Inclusion
We actively encourage applications from all backgrounds, ensuring that everyone is considered regardless of:
- Age
- Disability
- Gender
- Trans status
- Pregnancy/Maternity
- Race
- Religion/Belief
- Sexual Orientation
- Marital Status
How to Apply
Before Applying
To ensure a fair and transparent assessment, remove the following from your CV if present: ❌ Address ❌ Photo ❌ Hobbies ❌ Age/date of birth ❌ Marital/nationality status
Candidate Statement
The candidate statement (max. 1,000 words / 2 A4 pages) is critical—use it to:
- Detail experience and outcomes that align with the essential/desirable criteria.
- Showcase how your values align with CAS’s People Charter.
Rules:
- Do not use AI-generated content—applications must reflect your unique perspective.
- If missing the statement or not following instructions, your application will not be considered.
- Upload separately or type directly into the application form.
Need Help?
For guidance or adjustments (e.g., format), contact: Email: recruitment@cas.org.uk Phone: 0131 550 1000
A_BRIVIARY_about how CAS processes your data:
For details on privacy, data use, and information rights, view: 📄 Privacy Notice – Job Applications/Volunteers
If you can’t download the job pack, request it here: recruitment@cas.org.uk
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