Advice Quality Lead - Remote & Learning Focus

Citizens Advice; Wales; Hybrid; GBP 35,000 - 52,000; Full time

Benefits offered by this job

Job summary

Citizens Advice is seeking an Advice Quality Officer to lead quality assurance and improvement across its nationwide network. You will function across the core Advice Knowledge team and cross‑disciplinary project groups, fostering professional development and communities of practice.

You will contribute to technology and automation initiatives, deliver engaging webinars and online learning, and promote modern, outcome-based ways of working to enhance service delivery for local communities.

Qualifications

• Substantial knowledge of generalist advice across welfare benefits, consumer issues, money advice, housing, immigration, health and education.
• Ability to identify learning needs and contribute to resources that support improvement and staff development.
• Experience monitoring quality through case reviews and guiding improvement activities.

Responsibilities

• Drive quality assurance and continuous improvement across the Citizens Advice network.
• Support technology and automation developments and embed outcome-based ways of working.
• Deliver webinars and online learning for staff and volunteers.

Skills

Generalist advice

Learning needs assessment

Quality monitoring

Job description

Citizens Advice is seeking an Advice Quality Officer to lead quality assurance and improvement across its nationwide network. You will function across the core Advice Knowledge team and cross‑disciplinary project groups, fostering professional development and communities of practice.

You will contribute to technology and automation initiatives, deliver engaging webinars and online learning, and promote modern, outcome-based ways of working to enhance service delivery for local communities.