Advice Quality & Learning Lead

Citizens Advice; Greater London; Hybrid; GBP 35,000 - 43,000; Full time

Job summary

Citizens Advice is seeking an Advice Quality Officer to drive quality assurance and improvement across our network. The role splits between the Advice Knowledge team and cross-functional project teams to foster professional development and vibrant communities of practice.

You will support developments in technology and automation, deliver engaging webinars and online learning, and help embed outcome-based ways of working to shape our service delivery across the UK.

Qualifications

• Substantial knowledge and proven ability in generalist advice / casework across welfare benefits and other topics.
• Ability to identify learning needs and contribute to resource development for staff/offices.
• Experience monitoring quality through case reviews and supporting improvements.

Responsibilities

• Drive quality assurance and improvement across the Citizens Advice network.
• Support learning resources and delivery of webinars and online learning.
• Contribute to technology and automation initiatives and outcomes.

Skills

Generalist advice

Learning needs assessment

Quality monitoring

Job description

Citizens Advice is seeking an Advice Quality Officer to drive quality assurance and improvement across our network. The role splits between the Advice Knowledge team and cross-functional project teams to foster professional development and vibrant communities of practice.

You will support developments in technology and automation, deliver engaging webinars and online learning, and help embed outcome-based ways of working to shape our service delivery across the UK.