Citizens Advice Southwark has a track record of delivering high-quality services from its offices in Peckham and Bermondsey and outreach locations across Southwark and South East London. We sort out problems together, for good, by providing free, independent, confidential and impartial advice across all areas of social welfare law, and through using the experience of our clients to bring about positive change through research and campaigns. 

We are looking for a full-time debt adviser to provide casework services to our client groups from our three offices in Southwark. You will join our friendly and hard-working team to ensure the ongoing successful delivery of our specialist services. The post is funded through Debt Free London, a London-wide partnership of organisations that provide free debt advice to Londoners who are experiencing or at risk of financial exclusion and debt.

You must have:

• Recent and ongoing paid or voluntary experience of managing one’s own caseload of money advice and income maximisation cases.
• Ability to write detailed up to date case notes, letters and reports as required in plain English.
• Ability to manage a challenging caseload, meet targets and prioritise work in the face of competing demands on your time.
• Ability to respond sensitively to clients from a variety of backgrounds who are under pressure and negotiate with third parties in order to minimise conflict.

Closing date: 9.00 am Tuesday 29th June 2021

Interviews: Friday 2nd July 2021

For further information and an application pack please click on the Apply button.

We offer a range of employee benefits, including generous annual leave, an employer matched pension contribution up to 10% salary, and training and development opportunities to continue your professional development.

Citizens Advice Southwark is an equal opportunities employer and encourages applications from all applicants who meet the person specification irrespective of sex, gender reassignment, marriage or civil partnership status, pregnancy and maternity, sexual orientation, race, religion or belief, age, or disability.

Registered charity no: 1070263

“Providing free, independent, confidential and impartial advice”

Hours: 3 days per week (18 hours – Mondays, Tuesdays and Wednesdays)

Reporting to: Head of Services

Responsible for: No direct reports, however the ability to support Volunteers is essential

Salary: £14,616 per annum

Annual Leave: 25 days per annum (pro rata)

Location: The role will be based at Greenford Community Centre, 170 Oldfield Lane South, Greenford, UB6 9JS, with option for some ongoing homeworking

Closing Date: Monday 28th June 2021 at 9am

Interview Date: Thursday 8th July 2021

Expected Start Date: Monday 12th August 2021

Job Context

Age UK Ealing’s mission is to promote the wellbeing of all older people in Ealing and empower them to achieve full quality of life. We provide a range of support services for older people in the London Borough of Ealing including an information and advice service, day centre and befriending. We also run Greenford Community Centre, where our office and services are based alongside a range of other community activities.

Purpose of the job

• To provide information and advice to and in support of older people and their relatives and carers
• To assist in the provision of a high-quality Information & Advice Case work service for older people and their carers to the standard of the Advice Quality Standard Mark and the quality standards set by Age UK National.
• To support Age UK Ealing’s Information & Advice volunteers.

Main Duties and Responsibilities

Service Delivery

• To assist the Head of Services in the provision of and Information and Advice Service to older people and their carers by telephone, face to face, home visits and outreach sessions
• To provide Information and Advice on welfare benefits; housing; travel and transport, community care; local government services and support as required under the Age UK Brand Partnership and the Ealing Advice Service
• To manage and prioritise one's own workload, to participate in team meetings and to work as part of the team to ensure the smooth and effective running of Age UK Ealing.
• To keep up to date with relevant changes in the Law, policies, and procedures both locally and nationally as applicable to older people and their carers.
• To liaise and negotiate with outside agencies such as Social Services, Department for Work and Pensions, and the local council on behalf of the older person.
• To establish close working links with outside agencies through partnership working delivering advice surgeries, talks and events for the benefit of the older people of Ealing
• To assist with the training and supervision of the Information and Advice volunteers.

Case Work and Quality Assurance

• Work within Age UK Ealing’s file recording and case management policies and procedures to deliver consistently high standards of recording and casework.
• To ensure that all casework conforms to the legal framework, Age UK Ealing’s policies and procedure and quality standards in accordance with the Data Protection Act.
• To maintain appropriate records of all clients related activity and interventions, ensuring that follow-up procedures are completed to monitor quality and client satisfaction.
• Always display good customer service, treating people with respect and dignity at all times. Being aware of individual needs and cultural requirements.
• To ensure that all referrals are dealt with in a timely and professional manner ensuring all protocols are followed.
• To monitor and evaluate case outcomes for statistical reporting and performance.

Evaluation & Reporting

• To regularly review service and monitor targets as required, 
• Prepare monitoring report for the management team, CEO, Board and funders as required
• Working with the EAS consortium to review clients’ experiences and evaluate the effectiveness of the service

General

• Promote a wider interest in understanding the needs of older people in the Ealing Borough with particular emphasis on the need for independence, self-reliance, respect and dignity.
• Support the Age UK brand and contribute to the work of Age UK Ealing and its partners.
• Act as a representative of Age UK Ealing when needed.
• Work within Age UK Ealing’s ethos, values, principles, policies and procedures.
• Ensure all relevant administration and reporting is completed in a timely manner as required
• Postholder will be required to be flexible with their working hours, to include the occasional evenings/weekends
• To work as a member of Age UK Ealing’s staff team and support / assist colleagues in the achievement of organisation objectives
• To use initiative and work effectively with others
• Maintain high levels of discretion, confidentiality and professionalism at all times.
• Age UK Ealing is committed to achieving equality of opportunity in its activities, services and employment — the post holder will demonstrate commitment to Age UK Ealing’s policies on equalities and promote these in all aspects of the work
• To support colleagues with the provision of information as requested for other functions within the organisation
• Implement the delivery of new standards as they arise
• Report any safeguarding and Health & Safety issues or concerns

Person Specification

Essential:

• Experience of delivering I&A for a minimum of 2 years
• Working knowledge of Welfare Benefits including Pension Credit, Disability Benefits, Housing Benefit
• Ability to prioritise and manage workload
• Ability to work alone or as part of a team
• Good communication skills (written and verbal)
• Competent use of MS Office (Word, PowerPoint, Excel and email) and database
• Able to reflect on own performance
• Able to act as a representative of the organisation externally
• Able to reflect on own performance
• Able to act as a representative of the organisation externally
• Experience working within the charity sector
• Ability to assimilate and understand information by listening, reading and use of the telephone
• Willing to work to guidelines and standards and to take a flexible approach to work
• Ability to listen to others and to explain things clearly

Desirable:

• Knowledge of other areas of work i.e., Housing, Social Care, Travel & Transport
• Experience of managing/supporting volunteers
• Experience of working with and supporting older people
• Knowledge of issues affecting older people
• Experience working within the charity sector
• Awareness of discriminatory practices and equal opportunity issues

General requirements:

• To develop and work with other and agencies; and to seek and offer support
• Willingness and interest in learning, to attend training, meetings and other community events
• Able to work without direct supervision and demonstrate initiative
• Understanding of outputs and outcomes monitoring and reporting

To Apply: Please submit your CV together with a Supporting Statement, no more than 2 sides of A4, explaining why you are suitable for this role. Shortlisted candidates will be required to complete a Declaration Form and Equality, Diversity & Inclusion Form.

This post is offered subject to a satisfactory Disclosure and Barring Service (DBS) check.

Age UK Ealing strives to be an Equal Opportunities employer.

Age UK Ealing is committed to safeguarding and promoting the welfare of older people and all vulnerable groups within the London Borough of Ealing.

To apply please follow the steps in "How to Apply" above.

Hammersmith, Fulham, Ealing & Hounslow Mind provides mental health services in the boroughs. We are looking for an enthusiastic, passionate and hardworking individual to joining our Adult Services Team.

The Role

An opportunity has arisen within with the Ealing Advice Service (EAS) to provide advice, information, and guidance to adults living with a mental health problem.

We’re looking for an experienced Mental Health Advice Caseworker to provide advice and guidance to adults living with mental health problems in the borough of Ealing on practical issues such as welfare benefits, housing, financial issues (including debt), and employment, as well as supporting clients in accessing numerous community services.

The successful candidate will support colleagues on the Ealing Advice Service (EAS) team with enquiries relating to mental health. The Ealing Advice Service (EAS) is a consortium of charity sector organisations, working in partnership to provide advice and guidance to a range of clients with various support needs.

The Mental Health Advice Caseworker will be working from home during the pandemic. However once the pandemic is over, the candidate will be based at the HFEH Mind office in Ealing for approximately three days per week. For the remainder of their time, they will be based across the borough of Ealing at different sites within the community. 

You should have excellent negotiation skills, as well as knowledge of the local area and its population (or a willingness to learn). You must be able to empathise with service users, whilst giving impartial advice in a non-judgmental way. You must be able to demonstrate your effectiveness as an adviser and be comfortable dealing with complex cases with minimum supervision. As the role is focused on providing advice to clients with mental health needs, you should be confident, patient and able to deliver supportive advice in a manner that is easily understood. 

This is a rare opportunity to join a growing and lively charity, where your ideas and contributions will be highly valued and your professional development supported. It is an extremely exciting time to join an organisation with big ambitions to further support those living with mental health problems in West London.
 

This is a fixed term contract for 35 hours per week until 31st March 2023(contract renewal dependent on performance and funding).

We are an equal opportunities employer; and are proud to employ a workforce that reflects the diverse communities we serve. We welcome applications from all suitably qualified persons from all backgrounds.

Post is subject to a DBS check.

Please apply by sending your completed application form. 

Disability Advice Service Lambeth (dasl) is a local, user-led organisation controlled by Disabled people. For twenty years, we have worked to support Disabled people in Lambeth and neighbouring boroughs to achieve our vision of a world in which diversity is valued, difference is celebrated and equal rights and opportunities are enjoyed by all. 

We provide a wide range of peer-led services, including advice, information, professional advocacy, direct payments support, social and sports activities and employment support services. Through the Connect Lambeth partnership, we also work with older people and carers.

We are a well-respected local charity, valued both for delivering our core services to a high standard and for developing innovative projects to improve support and opportunities for Disabled people. We are known for our positive and creative approach to building and working in partnerships and for our contribution to strengthening the voluntary and community sector in the borough. We have an important local policy voice on issues affecting Disabled people.

We are looking for a new Director, who will lead our organisation as we emerge from the pandemic, reflect on what we have learnt and develop a new strategy so that we can further develop our services and influence for the benefit of Disabled people in Lambeth.

As our Director, you will be a Disabled person or have a strong understanding of the lived experience of Disabled people, have substantial senior management experience in strategic development, service delivery and financial and people management and have excellent communication skills.

You will lead a team of dedicated and capable staff in delivering and developing high quality and effective services with the support and guidance of our experienced Management Committee.

Closing date: Monday 28th June 2021 (9am)

Interviews: Friday 9th July 2021

Please note: interviews will be held online using Zoom.

Disability Advice Service Lambeth is an Equal Opportunities employer. We welcome applications from all sections of the community and particularly from Disabled people. Our premises at We are 336, 336 Brixton Road, London SW9 7AA, are fully accessible.

Pension Wise Guidance Specialist

These vacancies will be homebased covering one of the following areas:​

• Maidstone 
• Sutton 
• Rushmoor District (Farnborough)
• East Sussex

Pension Wise is a free and impartial government service that offers people guidance on their defined contribution pension options.

You’ll be part of a service that has helped over 300,000 people in the past 5 years offering them valuable and life changing guidance that gives them the confidence to understand their pension and how to get the best value out of them. In providing this necessary and impartial service you’ll see positive and rewarding results for the people you help. We receive fantastic feedback directly from the customers who use the service - Pension Wise has consistently received over 94% customer satisfaction scores.

You’ll be expected to supply accurate and relevant information and guidance on pension options and choices. You’ll need to have a good foundation knowledge of pension law and practice, gained in a pensions role, as well as a thorough understanding of a broad range of pension arrangements, both occupational and personal. You also should have an understanding and an ability to keep pace with wider retirement issues.

We are currently recruiting for new Pension Wise Guidance Specialists to deliver appointments over the telephone.

Successful candidates must be able to attend an online induction programme, exact dates TBC.

If you meet the essential criteria in the job description attached then please initially apply by sending your CV and stating your postcode in the title.

Closing date: 20 June 2021

Unfortunately due to the high volume of applications we will only be able to respond to successful candidates.

Advice Service Manager  

We are Business Disability Forum. We believe the 26 million people in the UK and over 1 billion people worldwide with disabilities and long-term conditions enhance the social and economic health of our societies. We help remove barriers in business structures and Government that prevent disabled people from thriving and making their contribution to the world.  

We are unique. There are many great disability charities and disabled persons’ organisations. Our niche is our expertise in disability as it affects business.   

The role  

The key elements to this role are to; 

• Manage and co-deliver the services provided by Business Disability Forum’s Advice Service including acting as referral point for complex queries. 

• Delivery of the Business Disability Forum Peer Learning Network. 

• Support the delivery of the Business Disability Forum internal upskilling programme. 

• Support the delivery of the Disability Smart products, in particularly providing advice and guidance on completed self-assessments, carrying out Disability Smart Audits and quality assuring audits completed by other members of the Business Partnerships Team. 

• Support Partner retention by acting as the main point of contact for a maximum of 2 Partners. 

The requirement  

• Experience of managing an advice or information-based function or service. 

• Advising businesses on diversity and inclusion related situations. 

• Working in human resources, talent management, or organisation development to at least adviser level. 

• A confident communicator – including presenting to small groups of people, facilitating group sessions, webinars, and writing clear and information documents, emails, and presentations. 

• High level of understanding and knowledge of the Equality Act 2010. 

• Knowledge of disability related legislation in employment, education, and consumer contexts.

For the full job description and person specification of this role and instructions on how to apply please visit our website below via the button below:  

How to apply  

Applications should be by CV and a supporting statement, of up to 400 words, detailing why you think you would be suitable for the role. If you require any adjustments to the application process please contact Barnaby Powell as set out below. Applications should be addressed to Barnaby Powell, HR & Office Manager, Business Disability Forum, Nutmeg House, 60 Gainsford Street, London SE1 2NY. If you are submitting your application by email please do so to barnabyp @businessdisabilityforum .org .uk 

Closing date for applications: 27 June 2021.  

• First interviews are planned for the week commencing 12 July 2021.  

• Second interviews are likely to take place in the week commencing 19 July 2021.  

Business Disability Forum is committed to ensuring that all its information, products and services are as accessible as possible to everyone.  

If you wish to discuss anything in regards to accessibility or if you require alternative formats please contact Barnaby Powell by email at barnabyp @ businessdisabilityforum .org .uk or by telephone on 020-7403-3020.  

For further information on Business Disability Forum please refer tour website via the button below  

Equal opportunities  

We are committed to becoming disability-smart and an employer of choice irrespective of race (which includes colour, nationality and ethnic or national origins), sex, sexual orientation, gender reassignment, religion or belief, marital or civil partnership status, age, disability, or pregnancy and maternity. The ethical and business case of ensuring that our workforce is representative of wider society is at the heart of what we do. When we are recruiting, disabled candidates who meet all of the essential criteria will be offered an interview.

Hours: 35 Hours Full Time (28 Hours Part Time also considered)

Responsible to: Deputy Chief Executive

Location: White House Community Centre, Hampton. Some home working also possible.

Responsible for:  Information & Advice Advisors, Volunteers

Salary: £31 – 33k FTE plus 5% pension contribution

Age UK Richmond are a local independent charity providing support for older people throughout the London Borough of Richmond upon Thames. We are currently looking for an experienced and proactive individual to take on the role of Information & Advice Manager.

Age UK Richmond provide Information & Advice to older people throughout the London Borough of Richmond upon Thames. Our Information & Advice service is part of a suite of services that helps older people live healthy independent and happy lives.

The Information & Advice Service currently has three delivery areas: a ‘First Contact’ helpline that also acts as a gateway into Age UK Richmond; specialist Welfare Benefits support and Advice Extra. Advice Extra provides in depth case work support on a range of topics.

This role would involve:

• Managing and supporting a small Information & Advice team, including advisors and volunteers.
• Directly providing advice, with responsibility for the directly delivering the Advice Extra project in particular.
• Ensuring the Information & Advice team meet KPI’s set by funders and look to improve the outcome and feedback monitoring where possible.
• Working in partnership with other local services and looking for development opportunities.
• Ensuring the provision of consistent quality advice in accordance with our quality standards.

The role will require visits to the houses of older people, with Covid-19 social distancing and hygiene measures in place.

The full job specification, person specification is attached separately. The closing dates for applications is 24th June 2021. Please apply via our website.

Closing date: 20th June 2021 at 11.30 pm

Are you a client-focused individual with recent experience of providing specialist level housing advice? Join Shelter as an Advice, Support & Guidance Worker and help ensure our clients get the support they need.

About Shelter
A home is a fundamental human need, as essential as education or healthcare. Yet millions of people across Britain struggle on a daily basis with homelessness, bad housing conditions, soaring rents, discrimination and the threat of eviction. So, we are striving for change, with individuals, in communities, across society, and leading the way to a safe home. We need ambitious, best-in-class individuals who are passionate about our cause to join us at this exciting time. This is your chance to play a part in the fundamental change we are striving to achieve.

At Shelter we are united by our purpose to defend the right to a safe home. Our enemy is the social injustice at the core of the escalating housing emergency. We believe that to win that fight, we must be representative of the people we are here to help and those who support our movement for change. In all our people decisions, we take pride in being inclusive, fair, equitable and transparent.

We have committed to combat racism both within and outside Shelter and welcome you on our journey to becoming a truly anti-racist organisation.

About the role

You will be joining the Star Partnership, a pan-London housing and homelessness project working with Londoners over the age of 25 which aims to help up to 5,000 people a year in partnership with Thames Reach, Stonewall Housing and St Mungo’s with Shelter the lead partner. The service is delivered through a mixture of channels including telephone, face-to-face and digital. As an Advice, Support & Guidance Worker, you will provide holistic and tailored advice, support and guidance to help people secure suitable accommodation, sustain tenancies, improve their financial resilience, improve physical and mental health and engage people with employment, training and education services.

We are happy to talk about flexible working, personal growth, and to promote a workplace where you can be yourself and achieve success based only on your merit.
 

About you
You’ll need experience of working with vulnerable people and/or people with multiple and complex needs working within a safeguarding framework. We’ll also be looking for a proven ability to prepare, plan and deliver briefings or group work sessions and work effectively with a wide variety of stakeholders, both statutory and non-statutory. Proficiency using a range of IT tools to carry out your work, including case management systems, Microsoft Office applications, internet and email etc. is important too, with the ability to type preferred. Proactive, results-driven and sensitive to the needs of others, you work well within a team and aren’t afraid to challenge the status quo and introduce new ideas, methods and processes if appropriate.

Benefits
We offer a wide range of benefits, including 30 days of annual leave (pro rata), enhanced family friendly policies, pension and interest free travel loans. Our employees also have access to a tenancy deposit loan, payroll giving, cycle to work scheme and an employee assistance programme.

Shelter helps millions of people every year struggling with bad housing or homelessness through our advice, support and legal services. And we campaign to make sure that, one day, no one will have to turn to us for help. We’re here so no one has to fight bad housing or homelessness on their own.

To find out more about the role and the benefits of working for Shelter please visit our website. Apply to be part of our team and be the change you want to see in society.

Safeguarding is everyone's business. Shelter is committed to protecting the health, wellbeing and human rights of those we support, and enabling them to live free from harm, abuse and neglect. All our staff will be expected to observe professional standards of behaviour and conduct their work in line with our Safeguarding Policies.

Shelter does not accept unsolicited CVs from external recruitment agencies nor accept the fees associated with them.

The 999 Club is a small, community-based charity making a big impact on ending rough sleeping in Lewisham. The charity provides a number of different services to support clients to learn new skills, find work and reconnect with family and friends. They are now recruiting for an experienced Advice Services Lead to lead their person-centered advisory services. This position is initially offered on a two-year fixed term contract.

As The 999 Club's new Advice Services Lead, you will lead and develop a high quality, customer focused Advice Service to individuals in Lewisham who are homeless, at risk of homelessness or rough sleeping. You will provide advice and advocacy to those who utilise their services with the view of seeking help and guidance, and will be responsible for supervising and overseeing the day to day provision of advice provided by other staff and volunteers at the centre. This is an exciting time for The 999 Club as they work to reshape their services and develop staff, and therefore this role will play a pivotal role in assisting the charity with gaining and maintaining AQS Accreditation for their services, as well as training and developing advice delivery staff.

To be considered, you will have previous experience of working as a team leader, or a similar role that demonstrates your ability to effectively lead a team in an environment that supports individuals with complex needs. This is a crucial role for the 999 Club, and as such you will have demonstrable experience of providing advice and guidance to individuals with complex and enduring needs, especially in relation to Housing and Benefit Law. Finally, strong networking skills and the ability to build and maintain working relationships with internal and external stakeholder and partners is essential, as is knowledge of the Homelessness or a relatable sector.

If this sounds like an exciting opportunity, then please initially submit your CV in word format - suitable candidates will then be contacted.

At Prospectus we invest in your journey as a candidate and are committed to supporting you with your application. We welcome candidates from a diverse range of backgrounds. Please let us know if we can help you with the application process in any way. We are more than happy to make any reasonable adjustments to enable all interested candidates to apply.

Advice & Support Team – Personal Advisor

Duration: Full Time 35 hrs per week, Permanent contract

Do you have passion for your work, a commitment to excellence and a desire to support some of the most vulnerable and excluded people in our communities? Could you support us to make positive lasting changes in people’s lives?

Providence Row works with more than a thousand homeless and vulnerably housed people a year in East London, offering an integrated service of crisis support, advice, recovery and learning and training programmes.  Our aim is to ensure that people who are so often excluded from mainstream services gain the support and opportunities they need to create a safe, healthy and sustainable life. Central to our work are our core values of Compassion, Respect, Inclusiveness, Empowerment and Justice.  These inform the content, style and delivery of all our services.

The Advice & Support Team are commissioned by the London Borough of Tower Hamlets, to work with individuals who are rough sleeping and those who are at risk of homelessness in the borough. 

The ideal candidate

Passionate about providing quality support to some of the most vulnerable and marginalised people in East London, you will have the drive and ambition to support your team to make positive lasting changes in people’s lives.

You have experience of delivering specialist support to vulnerable adults who have experienced homelessness. With experience in service delivery and a strong understanding of how other factors such as rough sleeping, mental health, trauma and substance use affect an individual’s confidence and perceived ability to progress, you will live out our values in your approach to your work.

You will have a good understanding of safeguarding protocols and the Homeless Reduction Act and the ability to follow organisational and local authority protocols.

You will utilise your organisational and time management skills to ensure a smooth running of service. You will have excellent communication skills and can create positive working relationships with a wide range of people, including external services. 

For more information and how to apply, please visit our website

The deadline for applications is Midnight on 23rd June 2021

Interviews will take place week commencing week commencing 28th June 2021

Providence Row is a charitable company limited by guarantee registered in England and Wales; company number 07452798 registered charity number 1140192.

An exciting opportunity to shape the future of advice services in Redbridge.

Location: Ilford, currently home-based

Meeting the demand for social welfare advice within Redbridge has become increasingly challenging over the last year and innovative methods are needed to maximise the number of people who are able to gain access to the advice they need.

 In Redbridge, we have secured funding for a period of 12-months to pilot a community-based partnership approach to advice giving. 

We are looking for a project coordinator to help us conduct research and pilot this approach, in collaboration with others. 

You will be an experienced adviser and trainer. and be fully aware of local services and what they offer.

You may have experience of advice services in a community setting, and/or you have trained others to do the same.  Above all, you will use your negotiation and communication skills to broker partnerships and develop advice networks.

The postholder will build networks of advocacy and advice organisations so that proper referral can take place. This will involve establishing electronic communication channels, developing resources, mapping referral pathways and identifying service gaps that we can fill as a partnership. The coordinator will also train three community groups so they can offer basic information and advocacy themselves, using local volunteers. They will refer vulnerable people to specialist advice services, using the networks created. The three community groups will pilot our approach and develop a replicable model for wider rollout across the Borough and in neighbouring areas.

The position will be home based initially.  Depending on Government and PHE advice, the location may change. Travel around Redbridge to attend meetings will be required.

To apply, please download the job pack and complete the application form. No CVs will be accepted.

Closing Date Sunday 20th June

Interview Dates: 24th/ 25th June

Immediate start available

We are recruiting a freelance Caseworker to provide specialist advice and casework on complex welfare benefit rights issues. We are looking for an experienced welfare benefit rights adviser with a minimum of two years casework experience and thorough knowledge of welfare benefits and tax credits law. The post is for 14 hours per week, over period of one year with the possibility of extension. The post holder will be expected to work at our outreach location at Harlesden library, London Borough of Brent. Monday, Wednesday or Thursday are days that the post holder can choose to work 14 hours per week for us.

Location: Flexible within England & Wales

Department: Customer Journey

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.

At this time of national crisis, your skills are needed more than ever. Citizens Advice are looking for a senior user researcher to join our mission and help the most vulnerable.

In these unprecedented times, Citizens Advice are at the frontline of helping people to face the challenges presented by the coronavirus pandemic. Our digital services are seeing record-breaking demand, with 2.2 million people seeking advice from our website. Our teams are working hard to provide the best advice for people in difficult situations. We’re responding rapidly to people’s changing needs, and helping those who need us most.

Citizens Advice is focused on delivering better services using the best technology and design, all informed by people’s needs. Our team’s mission is to understand people’s problems and provide accessible support to meet their needs through multi-channel products and services.

The Role
We’re looking for an experienced Senior User Researcher to lead our user research strategy and activities across a service or product. You’ll spend your time working with our project teams to deliver new end to end services, as well as championing user centred design across the programme. 

You will be passionate about helping organisations to understand and design for user needs, and working with content designers, service designers and developers to use research insights and ensure user needs are met. 

As a senior user researcher at Citizens Advice, you’ll be passionate about using data and research to help your team design products and services that work across multiple channels, devices, browsers and platforms. You’ll be an active member of the user research team; contributing to high-quality research, managing and mentoring more junior researchers, sharing your skills and learning from others.

You’re comfortable leading user research strategies in a complex environment using a range of qualitative and quantitative methodologies.

We're looking for someone passionate about using research to understand complex problems and ensure we design services that meet the needs of the most vulnerable. Our products will impact people’s everyday lives. It’s an exciting thing to be part of. We need you.

To apply, please submit your CV and cover letter outlining how you meet the essential criteria described in the person specification. If you have a portfolio or examples of work, please include links to them as well. 

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.

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

This vacancy closes at 23.59 on the closing date.

Employment type: Fixed Term

Department: People

Interview date: 22 June 2021

Contract Duration: 6 months

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 role of People Operations Assistant is based in the People Operations team in the People directorate. People Operations is a multi-functional team comprising in-house payroll, recruitment, HR systems and transactional people services to enable our people to give quality advice to whoever needs it.

Reporting to the People Operations Manager, you will work across the recruitment, transactional people services and payroll. A good understanding of these areas is essential for this role.

You will help provide assistance and guidance to managers, as well as responsible for the administration of the recruitment process, the full employee life cycle and be able to advise on any pay and benefit queries.

You will advise managers and employees on the interpretation and application of policies, procedures and guidelines through multiple channels.

The successful candidate will have paid experience of working in an HR or recruitment function, working to and meeting SLAs and using a ticketing system to respond to queries and experience of using an ATS and an HRIS.

You will possess a high level of numeracy and proven ability of applying this in a transactional HR setting and a commitment to working to deadlines and to instruction, ensuring accuracy and collaborative working with other team members.

Possessing a flexible, pragmatic and customer-focused approach, you will be able to identify sensitive issues and tailor responses accordingly.

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.

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

This vacancy closes at 23.59 on the closing date.​​​​​​​