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.
People expect a modern service to feel seamless as they move through different advice areas, channels, and touch points. As we scale up cross-channel delivery of advice, we need to hide or remove silos to create an experience that feels joined-up for our clients. To achieve this, we are starting a team that will look at improving referrals as part of the client journey, either where a client is referred between Citizens Advice and another partner or internally between services. This will allow us to reduce friction for clients during the advice process and allow us to improve how we work with partners to ensure people get the support they need.
This role will sit within the referrals team, where as a delivery manager you’ll enable the agile product team to focus on the right priorities, work together effectively and deliver user-centred products and services that meet user needs and business priorities. You’ll ensure a high team standard is set, expectations are managed and identify and remove issues, blockers and risks to delivery and build the capability of your team to work effectively in an agile way, through coaching, contributing to a culture of learning and transparency, encouraging and enabling self-organisation. You’ll have excellent facilitation skills, be able to foster a feeling of safety and employ self-awareness, self-management and neutrality as needed, as well as designing and running meetings with clear purpose, using a mix of activities, tools and techniques to achieve desired outcomes.
You’ll be action orientated, with sound judgement in identifying issues and putting forward solutions and adept at drawing together insights from data, research and other sources to help inform decision-making and make recommendations. You’ll work with product managers, product designers, user researchers, service designers and developers in an agile environment. You’ll have access to the latest equipment needed to do your best work; including MacBooks, Google Suite, and software for remote and in-person facilitation. We're looking for someone passionate about services for the most vulnerable and using those to help solve society.
Our products, content and services will impact people’s everyday lives. It’s an exciting thing to be part of. We need you.
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.
Closing date: 20/09/2021
Interview date: 29th and 30th September 2021
This vacancy closes at 23.59 on the closing date.