Advice Quality Officer (Help through Hardship)

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

Salary: Actual salary £11,921 (Full-time salary £39,286) plus London allowance if applicable

Employment type: Fixed Term

About the role

As an Advice Quality Officer, you will play a crucial role in driving quality assurance and improvement across the Citizens Advice network, ensuring the delivery of high quality advice to local communities. Split between your core Advice Knowledge team and dynamic, multidisciplinary project teams, you will foster continuous professional development and help build vibrant communities of practice. You will support key developments in technology and automation, deliver engaging webinars and online learning, and embed modern, outcome-based ways of working to shape the future of our service delivery.

About the application

Please provide details in your cover letter to evidence the following essential criteria. Please make sure your cover letter provides evidence for the essential criteria succinctly.

• Substantial knowledge and proven ability in generalist advice / casework across a range of topics such as, welfare benefits and tax credits, consumer, money advice, discrimination, employment, housing, family, immigration, energy, health and education.
• Proven ability to identify learning and development needs and contribute to the development of resources to support improvement and the delivery of appropriate learning activities for groups and individual local offices.
• Proven ability to monitor and assess quality through case reviews and to supervise and support improvement activity.

About us

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.

Equity, Diversity and Inclusion (EDI) is of strategic importance within the organisation and recognised as integral to all we do as a service.

Central to pursuing our EDI mission is building diverse and inclusive teams in which everyone has a sense of belonging. We believe inclusion is a social justice issue - a principle that underpins our all EDI work. To that end, we particularly welcome applications from people we would like to see better represented in our organisation and sector - people of colour, LGBTQ+ people and disabled people. We follow the social model of disability. We will offer an interview to disabled candidates who indicate they wish their application to be considered under our Disability Confident Interview Commitment where they meet our selection criteria in their application. Some of our roles attract a high volume of applications and in some circumstances where it is not practicable or appropriate, we may limit the number of interviews offered to disabled and non-disabled candidates. We will provide reasonable adjustments as needed.

We’re a flexible employer, so this role may suit anyone who’d prefer a flexible arrangement to help their work/life balance, many of our colleagues spend most of their time working remotely. Whilst we prefer a blended approach between a local office, if one is near you, and home we’re open to being flexible on location, occasionally a role may require you to be based in a certain location if that's the case it will be detailed in the advert or job description. This can be discussed in more detail during your interview.

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. Location for this post: Blended between office and home (England and Wales). Time in office negotiable.

Please be aware that Citizens Advice is not a sponsoring organisation. Therefore the successful applicant must already possess the right to work in the UK or be able to secure the right to work in the UK independently.

We have been awarded the top charity in Third sectors' employer index, where it's recognised that Citizens Advice is an organization that not only prioritizes the people we serve but also values the wellbeing of its employees.