Training and Support Officer

Citizens Advice; England; Hybrid; GBP 26,000 - 29,000; Full time

Job summary

Citizens Advice recherche un 'Training and Support Officer' pour renforcer son équipe, axé sur le déploiement de nouvelles technologies pour le service d'assistance. Le candidat idéal devra posséder d'excellentes compétences en communication et de l'expérience en gestion de programmes de formation afin d'accompagner les utilisateurs à travers les différentes plateformes utilisées. Ce poste offre une flexibilité dans les modalités de travail et une mission enrichissante au sein d'une organisation qui aide les citoyens à surmonter des obstacles variés.

Benefits

Travail flexible

Possibilité de travail à distance

Qualifications

• Expérience en soutien d'un programme de formation.
• Capacité à travailler dans un environnement dynamique et adaptable.
• Capacité à établir des relations avec une variété de parties prenantes.

Responsibilities

• Soutenir le programme d'apprentissage pour le déploiement des projets à travers les plateformes.
• Créer et coordonner des documents de formation.
• Faciliter des sessions d'engagement et de formation.

Skills

Communication

Gestion du changement

Résolution de problèmes

Job description

Join to apply for the Training and Support Officer role at Citizens Advice

Join to apply for the Training and Support Officer role at Citizens Advice

Direct message the job poster from Citizens Advice

Talent Acquisition Partner at Citizens Advice - Hiring across Digital, Data and Tech

You will be part of a high-profile, business critical, priority team working to transform the platforms used by Citizens Advice volunteers and staff to deliver advice to the public. This will involve replacing existing telephony and webchat platforms, upgrading our telephony user interface, exploring new channels and features to help advisers work more efficiently, and introducing video chat capabilities to the network. Our phone service alone receives over 4.6 million calls from the public every year and is staffed by thousands of advisors.

You’ll be working under the Training Lead to support the learning programme of the rollout of projects across phones and webchat. You’ll serve as the conduit between the RAP team and the large network of users . You’ll support the onboarding of our various users to the platform, with technical knowledge of how the systems work and excellent communication skills. You’ll deliver learning and engagement sessions, and you’ll be the face of the project to many of the users, representing their needs back to the project team. You’ll be creating and co-ordinating training materials and documents.

Our roles are open to discussion about flexible working, which may include arrangements such as part-time working, fixed (non-standard) working hours, working from home and job-sharing.

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.

• Excellent communications and relationship-building skills for a wide range of audiences and stakeholders
• Ability to deal with high levels of ambiguity, fast pace and flexibility to adapt plans and solve problems as required throughout delivery
• Experience with supporting a training programme which enables the practical application of commercial systems and software across a large, complex and varied organisation
• Experience of delivering work that meets user needs and which is within scope, on time and of a high quality

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.

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.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Training, Project Management, and Customer Service

• Industries

  Non-profit Organizations, Civic and Social Organizations, and Government Administration

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