Technical Debt Support Officer

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.

Overview

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 all our 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.

The role

As a Technical Debt Support Officer in the Quality team, you’ll provide support to debt advisors across a number of local Citizens Advice, including carrying out individual file reviews for quality purposes and providing technical debt support. You’ll provide the service remotely via telephone, email, instant messaging, video conferencing with possible occasional site visits. You’ll ensure that a high quality remote support service is delivered. You’ll already have the ability to monitor, develop and evaluate the quality of debt advice and the ability to identify learning and development needs in others.

The post will require significant knowledge of the delivery of debt advice and proven ability to supervise debt advice. You’ll possess excellent interpersonal skills and a proven commitment to continuing professional development. This busy and varied role will not only test your influencing and negotiating skills, but provide the opportunity to work with a variety of teams within Citizens Advice. The ability to work on your own initiative as well as part of a team is essential.

We have both full time and part time vacancies available. Our standard full time hours are 36 hours and 15 minutes per week. There are five Technical Debt Support Officer vacancies for the following:

• 2 x full time fixed term contract until 31 January 2024
• 1 x part time fixed term contract until 31 January 2024 (18 hours per week)
• 2 x full time fixed term contracts for 6 months initially with the possibility to extend.

We’re a flexible employer, so these roles may suit anyone who’d prefer a flexible arrangement to help their work/life balance. We’re usually flexible on location too, however some roles may require you to be based in a certain location, many of our colleagues spend most of their time working remotely.

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.