Citizens Advice
Operations Officer
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Location: Blended between office and home (England and Wales). Time in office negotiable
Salary: £34,666 base salary per annum (plus £3,612 London Weighting if applicable)
Employment type: Fixed Term
Hours Per Week: 36 hours and 15 minutes
Contract Duration: 6 months
About Us
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.
The Role
We have an exciting opportunity for an Operations Officer to join our Consumer Service team who works to ensure that as many people as possible can benefit from high quality advice services and to provide information to help enforce their rights.
Please note this role is for a fixed term contract only.
In this exciting opportunity you will be part of a friendly and dynamic team supporting the provision and improvement of phone and web based services delivered by offices in the local Citizens Advice network in England and Wales. You'll collaborate with colleagues to maintain the high quality of advice services under the Citizens Advice brand.
You will play a key part in ensuring support systems for Local Citizens Advice are fit for purpose, including supporting Local Citizens Advice with operational issues connected with our service delivery, improvements in quality standards and reviewing how our services are delivered.
You will play a role in maintaining and further developing support services, as well as advising on service improvement based on reports and reviewing processes for managing feedback and complaints.
To Apply
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To apply please submit an anonymous CV and anonymous cover letter (please limit your cover letter to 2 pages) that addresses how you meet the following criteria:
- Ability to work within a team responsible for managing the delivery and continuous improvement of high quality multi-channel client-facing services across multiple locations.
- Understanding of how contact centres and/or advice centres operate and performance is measured, including the management of services in accordance with set Key Performance Indicators and analysis of data to support this.
- Ability to plan work effectively under pressure and to deadlines within a target driven environment.
Why Join Us?
Do you want to work for an organisation that makes a difference, every single day, to people from all walks of life? The people that turn to Citizens Advice need help overcoming an obstacle in their lives – from debt to evictions to trouble at work – and you can be key to them getting the support they need in the quickest, easiest, and most effective way.
Equity, Diversity and Inclusion (EDI)
Equity, Diversity and Inclusion (EDI) is of strategic importance within the organisation and recognised as integral to all we do as a service.
Central to pursuing our EDI mission is building diverse and inclusive teams in which everyone has a sense of belonging. We believe inclusion is a social justice issue - a principle that underpins our all EDI work. To that end, we particularly welcome applications from people we would like to see better represented in our organisation and sector - people of colour, LGBTQ+ people and disabled people. We follow the social model of disability. We will offer an interview to disabled candidates who indicate they wish their application to be considered under our Disability Confident Interview Commitment where they meet our selection criteria in their application. Some of our roles attract a high volume of applications and in some circumstances where it is not practicable or appropriate, we may limit the number of interviews offered to disabled and non-disabled candidates. We will provide reasonable adjustments as needed.
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Flexible Working
We’re a flexible employer, so this role may suit anyone who’d prefer a flexible arrangement to help their work/life balance, many of our colleagues spend most of their time working remotely. Whilst we prefer a blended approach between a local office, if one is near you, and home we’re open to being flexible on location, occasionally a role may require you to be based in a certain location if that's the case it will be detailed in the advert or job description. This can be discussed in more detail during your interview.
Location
The National Citizens Advice operates from offices in England and Wales, with 4 regional offices based in Cardiff, London, Birmingham and Leeds, therefore all successful applicants must be based within England or Wales.
Right to Work
Please be aware that Citizens Advice is not a sponsoring organisation. Therefore the successful applicant must already possess the right to work in the UK or be able to secure the right to work in the UK independently.
Our Commitment to You
We have been awarded the top charity in Third sectors' employer index, where it's recognised that Citizens Advice is an organization that not only prioritizes the people we serve but also values the wellbeing of its employees.
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