Advice Quality Officer

Job reference:002978

Salary:£39,286 base salary per annum plus London allowance (£3,612 per annum) where applicable

Closing date:26/05/2026

Department:Advice Knowledge

Location:Blended between office and home (England and Wales)

Employment type:Fixed Term

Hours Per Week36: hours and 15 minutes

Job posted date:29/04/2026

Contract Duration:12 months

Job Description

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.

The role
As an Advice Quality Officer you will provide quality assurance and quality improvement activities to the Citizens Advice Network of local offices to ensure our clients receive accurate, consistent, and high-quality advice across all funded programmes. You will be responsible for reviewing case records and transcripts, assessing the reliability of local offices' self-assessments, and providing tailored feedback that identifies both areas of excellence and opportunities for development that align to our Member Standards and service-level KPIs.

You will have the opportunity to foster professional growth and establish collaborative communities of practice, helping to implement innovative, outcome-focused strategies throughout the Advice department.

For more information about the role, please download the candidate pack available at the bottom of the job advert.

To apply
To apply for the role, please submit an anonymous CV and anonymous cover letter (of no more than 2 pages) that demonstrates how you meet the following criteria:

• Substantial knowledge and proven ability in generalist advice / casework across a range of topics such as, welfare benefits and tax credits, consumer, money advice, discrimination, employment, housing, family, immigration, energy, health and education.
• Proven ability to monitor and assess quality through case reviews and to supervise and support improvement activity.
• Proven ability to identify learning and development needs and contribute to the development of resources to support improvement and the delivery of appropriate learning activities for groups and individual local offices.

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.
Citizens Advice seeks to redeploy internal staff who are at risk or under notice of redundancy and will prioritise them in the recruitment process where necessary. If you have been confirmed as at risk or under notice of redundancy please ensure you indicate this in the at-risk box in your application.
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.

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