Quality Assessor - Team Leader

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

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.

The role

We’re looking for a Quality Assessor - Team Leader to manage a quality of advice assessor team. You’ll have a proven ability to manage, motivate and develop a professional team. You’ll ensure that trained staff in local Citizens Advice offices continue to provide a high standard of information and advice to clients. This post will involve carrying out quality assurance of services delivered through Citizens Advice services, in accordance with service standards.

You’ll harness strong communication skills to provide verbal and written feedback on the outcomes of your quality assessments. Moreover, you’ll do your best to promote quality, consistency and good practice in every facet of services. You’ll be expected to make recommendations aimed at improving the quality of services where necessary. You’ll form strong relationships with stakeholders and teams at local Citizens Advice offices.

To be considered for this role, you’ll possess substantial knowledge of the generalist advice our services provide: consumer; money advice; debt; welfare benefits; discrimination; employment; housing; family; taxes; immigration; health; energy and education.

You will also need to show proven ability to deliver support and advice across a range of advice topics and an ability to monitor and evaluate advice quality and support improvement activity. The post will also require an understanding of the advice process and how the quality of advice can be assured. This busy and varied role will not only test your influencing skills, but provide the opportunity to work with a variety of organisations and individuals. The ability to work as part of a team is essential.

To apply
To apply for this role please submit an anonymised CV and a cover letter evidencing how you meet the following criteria (please limit your explanations to 250 words per criteria):

• Proven ability to effectively manage, motivate and develop a geographically dispersed team delivering high profile services. Including, developing, implementing and monitoring team plans that deliver effective results (please evidence this criteria in 250 words).
• Substantial knowledge and proven ability in generalist advice / case work across the following topics: consumer; money advice; debt; welfare benefits; discrimination; employment; housing; family; taxes; immigration; health; energy and education (please evidence this criteria 250 words).
• Proven ability to identify service delivery issues affecting quality and work on own, or with others, to find appropriate and effective solutions (please evidence this criteria in 250 words).

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. If you are disabled and meet our minimum criteria you will be guaranteed an interview for this role and we will provide reasonable adjustments as needed. We follow the social model of disability.

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.

Our commitment to colleague wellbeing is reflected in us being awarded Gold in the Health & Wellbeing category, as well as Overall Winners, at the Employee Experience Awards 2022.

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.

In the event of a high number of applications, we reserve the right to close the application early.

This vacancy closes at 23.59 on the closing date.

For more information about the organisation, our values and benefits please see the following link - Information, values and benefits

Need help with your application, see our useful how to guides on the following page - Guidance notes for applicants