Stevenage, Hertfordshire
£46,000 - £50,000 per year
Permanent, Full-time
Job description

Citizens Advice Stevenage is a progressive, highly regarded independent advice charity in Hertfordshire serving a growing population of 87,000. With over 20 paid staff and around 70 volunteers, we seek to deliver the best possible service for the people of Stevenage.

We have an excellent track record and strong foundations to further develop our work, with a new business strategy with a clear ambition for what we can deliver. You will be highly self-motivated with a strong sense of mission and vision. You will have significant experience of project management, strategic development, business planning, monitoring and meeting challenging performance targets, with a strong focus in identifying and developing new funding opportunities. The ideal candidate will be an excellent communicator with demonstrable experience of working with a range of key stakeholders.

Citizens Advice Stevenage values equality and challenges discrimination. We encourage and welcome applications from people of all backgrounds.

Job Description

1. Planning and Development

  • In conjunction with the Trustee Board, develop, implement and monitor the business and development strategy as required by the Citizens Advice membership scheme
  • Translate organisational objectives into team and individual work plans with clear and realistic targets
  • Develop project plans as necessary in furtherance of the business and development strategy, development objectives and fund raising targets
  • Maintain an awareness of the operating environment such as those legislative developments, social trends and local needs likely to affect demand for advice and opportunities for service development
  • Develop IT and other resource needs and strategies within Citizens Advice guidelines
  • Participate in Citizens Advice initiatives as appropriate
  • Work with the management team to ensure the effective operation of the service to meet the needs of clients and the targets which have been set
  • Manage the development of the service to ensure that the strategic development of the bureau, its management and its services to clients reflects and supports the Citizens Advice service’s equality and diversity strategy

2. Supporting the Governing Body

  • Oversee the arrangement and servicing of meetings of the Trustees and attending meetings of the Trustee Board and sub committees, including the annual general meeting and any special general meetings
  • Advise the Trustee Board on progress against agreed objectives as well as any financial, staffing and service delivery issues and on compliance with the Citizens Advice membership scheme and all other relevant legislation, e.g. company and charity law, health and safety, GDPR, employment etc
  • Report to the Trustee Board on progress against the business plan and agreed objectives
  • Prepare and draft the organisation's annual report

3. Service delivery

  • Research and develop the provision of specialist advice services and identify and respond to changing advice needs particularly for disadvantaged groups and different demographic areas
  • Identify development opportunities consistent with the aims of the organisation and the operating environment
  • Maintain an awareness of organisational and technological developments and ensure that the service operates in ways which make best possible use of the resources available to meet local needs
  • Ensure, delegating as appropriate, that each service location is adequately managed, staffed and resourced and appropriate IT systems are in place, monitored and developed
  • Develop and maintain common practices in service delivery and monitor staff to ensure that standards of service delivery are met and appropriate systems are in place for staff supervision, case recording, statistics, follow-up work and quality control

4. Resource acquisition

  • Develop the organisation's funding base by identifying potential funding opportunities consistent with the aims of the organisation and the operating environment, and applying for funding as agreed by the Trustee Board to secure present and future service delivery
  • Negotiate and review all grants and service agreements in consultation with the Trustee Board, ensuring that existing services are adequately funded
  • Maintain appropriate relations with funders, fulfilling all reporting requirements and ensuring compliance with contracts

5. Financial management

  • Maintain day-to-day financial control of the service within budget heads agreed by the Trustee Board
  • Ensure that all finances are properly administered and monitored and that appropriate financial regulations and controls are in place and in use at all times
  • Advise the Trustee Board on the proper allocation of resources
  • Prepare and review detailed budgets for approval by the Trustee Board in conjunction with the honorary treasurer and / or appropriate sub-committee and auditors
  • Make regular reports to the Trustee Board on income, expenditure and any variations from budgets
  • Oversee the correct preparation of accounts and financial statements in conjunction with the honorary treasurer and / or appropriate sub-committee and auditors
  • Ensure that all financial reporting obligations are met in relation to submissions for funding, grant aid, contracts and any other initiatives
  • Act as cheque signatory and authorise expenditure up to limits as agreed by the Trustee Board 

6. Staff management

  • Ensure that appropriate staff and volunteers are recruited and inducted ensuring that recruitment procedures are followed
  • Line manage the management team and other staff as appropriate
  • Create a positive working environment in which equality and diversity are well-managed, dignity at work is upheld and staff can do their best
  • Ensure the effective performance management and development of all staff, through regular supervision sessions and the appraisal process
  • Regularly evaluate staff learning and development needs and ensure that learning and development needs are identified and met in accordance with Citizens Advice standards.
  • Ensure that each member of staff has a learning and development plan
  • Convene and chair regular meetings of the management team
  • Convene and chair regular meetings of all paid and unpaid staff and negotiate with staff reps / union reps / volunteer reps as necessary
  • Establish and implement a recruitment, induction and staff development policy in conjunction with the appropriate sub-committee
  • Ensure that Health and Safety policies and procedures for staff, premises and equipment are agreed and maintained and comply with statutory requirements
  • In accordance with Citizens Advice and organisational procedures, assist the Trustee Board in implementing and monitoring employment policies and procedures

7. Public relations and research and campaigns

  • Promote and protect the aims, principles, policies, interests and reputation of the CAB service both locally and nationally and ensure that the organisation has a high profile at all times
  • Ensure the development and delivery of research and campaigns is undertaken effectively and instigate systems and procedures in line with the research and campaigns requirements of the membership scheme
  • Develop and oversee appropriate publicity through effective relations with the media and other community organisations, and through public speaking
  • Develop effective relations with appropriate authorities, agencies, organisations and individuals at local and national levels, including councillors, MPs, MEPs and local and national statutory and non-statutory organisations
  • Liaise with Citizens Advice and contribute to its work at regional and national levels where appropriate
  • Represent the Trustee Board, as appropriate, with external stakeholders and other bodies

8. Administration

  • Establish, maintain and monitor effective administrative systems
  • Establish, maintain and monitor complaints procedures in accordance with Citizens Advice requirements
  • Ensure that the service is adequately accommodated and equipped in consideration of the needs of clients and staff and the effective operation of the service
  • Use ICT as required for the role and coordinate its development
  • Promote the aims, principles, policies, interest and wellbeing of the organisation and protect its integrity and reputation
  • Undertake such other duties as may lie within the scope of this post to ensure the effective delivery and development of the service

Person Specification


  1. The ability to commit to and work within the aims, principles and policies of the Citizens Advice service.
  2. Understanding of equality and diversity best practice and legislative requirements in relation to service delivery, business development and recruitment of staff and volunteers.
  3. Proven ability to devise and implement strategic development and resource plans, particularly in the areas of service development, staff development and the management of change.
  4. Demonstrable track record of financial management and budgetary control, and ability to manage a budget under the guidance of the honorary treasurer.
  5. Track record of successful income generation, through fundraising, commissioning and marketing activities including bidding for grants and service contracts.
  6. Capability of influencing external change through research and campaigns and the ability to earn and maintain the trust of those people with whom the bureau deals, especially funding bodies and donors.
  7. Proven ability to develop quality standards and monitor service delivery against agreed targets and  to manage internal change. 
  8. Ability to lead and contribute to a team, including the ability to prioritise work, identify and develop ideas and opportunities, delegate effectively, handle pressure and take day-to-day decisions on the running of an organisation.
  9. Demonstrable ability in people management, including the ability to recruit, develop, manage and motivate staff and volunteers, particularly in the voluntary sector with the ability to create a positive working environment in which equality and diversity are well managed, dignity at work is upheld and staff are empowered and motivated to do their best.
  10. Proven ability to communicate effectively in person and in writing with individuals and with a wide variety of organisations, and to research and interpret complex information and produce clear verbal and written reports.
  11. Commitment to continuous professional development and willingness to learn and develop.
  12. Track record in project management.


  1. Understanding of the voluntary sector and, in particular, knowledge of the strategic and policy environment in which the advice sector operates.
  2. Broad understanding of the operation of local and national government and the administration of public and legal services, including an understanding of commissioning.
  3. Experience of managing service provision from split locations and / or different functions.
  4. Experience of developing quality standards and monitoring service delivery against agreed targets.
  5. Track record of managing ICT in a business environment, including the ability to: use ICT packages; undertake ICT business planning; develop and maintain management information systems and procedures; and manage supplier relationships.
More about Stevenage Citizens Advice
Stevenage Citizens Advice

Sian.T volunteer adviser

I have thoroughly enjoyed meeting and working with other volunteers and staff members. To v... Read more

Posted on: 07 November 2019
Closed date: 19 November 2019
Tags: Advice, Information, Governance

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