Project Officer at Citizens Advice

Employment type: Fixed Term

Department: Customer Journey

Interview date: 13/07/2021

Contract Duration: 12 months

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.

We particularly welcome applications from disabled and Black, Asian and Minority Ethnic (BAME) candidates as BAME and disabled people are currently under-represented throughout Citizens Advice. We are a member of the race equality campaign at Business in the Community, the Prince’s responsible business network and are committed to improving employment opportunities for ethnic minorities across the UK. We also welcome applications from, LGB and Trans and non binary candidates.

We have made a positive commitment to employing disabled people and guarantee to interview all disabled candidates who meet the minimum essential criteria for the role as set out in role profiles.

Citizens Advice’s volunteers use telephony and webchat to provide advice to the public. We are embarking on a project to transform the use of these platforms, including procuring new telephony and webchat solutions and introducing video chat. The project will work closely with stakeholders from the nearly 300 independent organisations that make up Citizens Advice as well as with national stakeholders. Over the next 2.5 years we will deliver an agile transition to new platforms in order to deliver on our Future of Advice strategy.

You will provide efficient and effective project support as required, overseeing team schedules and workflows to ensure the smooth running and reporting of the team’s projects and supporting the effective delivery of project communications.

The team is multi-disciplinary and involves staff from across the organisation, including product managers, delivery managers, user researchers, user experience designers, service designers, data scientists and strategists. You will work particularly closely with the team's Delivery and Change Managers to make sure the rollout and training for new platforms goes smoothly, and support the team to communicate with the Citizens Advice network.

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 note, 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.

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