Department: Customer Journey
Hours per week: 18
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.
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.
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.
We have big ambitions to help more clients in more ways to find a way forward. To achieve this strategic vision, we need to transform the way we work. A central function of the national Citizens Advice organisation is to support the network of 272 local Citizens Advice across England and Wales. Our support covers a wide range of functions and includes operational and governance support, advice content, IT infrastructure, client management systems, quality assurance, and training.
Your role will be to support and champion the success of volunteers and staff using one of our core tools, the Local Service Search. Local Service Search is a Salesforce Experience Cloud-based product that allows local organisations across the country to share information with each other. Sharing this information lets us offer a joined-up remote advice service to the public and is central to helping us meet the demand for telephone, webchat and email advice.
Local Service Search was launched in 2020 and is used across the entire network. You will work as part of a small team to continue making iterative improvements to the product. You will be responsible for supporting users to get the most of the tool, championing their needs and working with the team to define new features and improvements.
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.