Advice Quality Officer (Help through Hardship)

Citizens Advice; Wales; Hybrid; GBP 35.000 - 52.000; Vollzeit

Benefits dieser Stelle

Zusammenfassung

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.

Qualifikationen

• 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.

Aufgaben

• 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.

Kenntnisse

Generalist advice

Learning needs assessment

Quality monitoring

Jobbeschreibung

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

• 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 prioritises the people we serve but also values the wellbeing of its employees.

This vacancy closes at 23.59 on the closing date.