Client and Regulatory Services Officer

Citizens Advice; Wales; Hybrid; GBP 19,000 - 23,000; Full time

Job summary

Citizens Advice is looking for a Client and Regulatory Services Officer to support the network by guiding client management, handling complaints and insurance claims, and ensuring regulatory compliance. The role requires managing challenging client behaviours, logging cases accurately, and analyzing trend data to improve the overall client experience.

You'll contribute to the organisation's obligations as a DRO Competent Authority, while maintaining high standards of accuracy and confidentiality

Qualifications

• Experience delivering customer-focused service, including handling difficult/complex situations.
• Strong ability to plan work under pressure and meet deadlines in a target-driven environment.
• Proficiency in working within procedures and policies, managing confidential material.
• Excellent time management and organizational skills with attention to detail.

Responsibilities

• Provide guidance on client management, complaints and insurance claims within regulatory frameworks.
• Maintain precise case logs and analyze trend data to drive service improvements.
• Support Debt Relief Order (DRO) compliance and Authority responsibilities as required by the network.

Skills

Customer service

Time management

Policy adherence

Attention to detail

Job description

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

Employment type: Permanent

Salary: £20,800 actual salary, plus £2,167 London weighting if applicable

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.

As a Client and Regulatory Services Officer, you will provide critical guidance and support to the network regarding client management, complaints and insurance claims. Working within strict regulatory and contractual frameworks, you will manage challenging client behaviors, assess service withdrawals, and deliver high-quality, evidence-based reviews of client and volunteer complaints. Additionally, you will support the operational delivery of Citizens Advice's responsibilities as a Debt Relief Order (DRO) Competent Authority. By maintaining precise case logs and analyzing trend data, you will directly influence continuous improvements to the overarching client experience.

• Experience of providing a customer focused service including dealing with difficult and/or complex situations in a confident manner
• Ability to plan work effectively under pressure and to deadlines within a target driven environment.
• Ability to work within procedures and policies, maintaining administrative systems, including dealing with confidential material
• Ability to work on own initiative - to monitor and maintain own standards for service delivery using proven organisational and time management skills, ensuring accuracy and attention to detail.

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.

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.