Citizens Advice
England, United Kingdom
Wales, United Kingdom
£33,449 (plus London weighting if applicable)
Contract, Until the 31st March 2022, Full-time
Job description

Operations Team Leader (Help to Claim)

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.

Overview

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.

Citizens Advice is working to ensure that as many people as possible can benefit from high quality advice services through chat, email and phone channels, as well as through face to face delivery. 

As a Team Leader in the Operations Team, you will support local offices in the Citizens’ Advice network to develop the core services they offer to clients through phone, chat, and email. You will support local offices across England and Wales delivering services through phone, chat, and email channels and help them to continually improve in order to meet funder/client expectations. You will manage projects that focus on working in new ways to help us improve our services.  You will line-manage a team of Operations Officers who provide remote technical support via our help desk. 

You will have experience of operational management in a contact centre environment, delivering projects and managing key stakeholders. 

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: 08/08/2021

This vacancy closes at 23.59 on the closing date. 

Posted on: 28 July 2021
Closed date: 08 August 2021
Job ref: 001116
Tags: Management, Operations