Projects Manager

Projects Manager

Job pack

Thank you for your interest in working within the Citizens Advice service. This job

pack should give you everything you need to know to apply for this role and

what it means to work within the Citizens Advice service.

In this pack you’ll find:

●  Our values

●

3 things you should know about us

●  Overview of the Citizens Advice service

●  Overview of the Projects Manager role

●  Role Profile and Person Specification

●  Our approach to Equity, Diversity & Inclusion (EDI)

●

Further information and how to apply

 Our values

Values to help us achieve our cultural ambition: an inclusive, purpose driven

workplace that listens, works together, is open and honest, accessible and

helps everyone be the best they can be.

Purpose driven we always focus on the people who need our help.

People focused we recognise, value and reward contributions and talents in

an open, fair, and meaningful way.

Collaborative we build relationships across teams and locations to foster

innovation and inclusive ways of working.

Transparent we are open and honest, sharing information early and often

whenever we can.

  3 things you should know
about us

1. We’re local and we’re national. Citizens Advice have 4 national offices and

offer direct support to people across England, Wales and the Channel Islands

in 236 independent local Citizens Advice services, including within the New

Forest.

2. We’re here for everyone. Our advice helps people solve problems and our

advocacy helps fix problems in society. Whatever the problem, we won’t turn

people away.

3. We’re listened to - and we make a difference. Our trusted brand and the

quality of our research mean we make a real impact on behalf of the people

who rely on us.

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  Overview of the

Citizens Advice service

The Citizens Advice service comprises a network of 236 independent local Citizens

Advice charities across England, Wales and the Channel Islands, and the national

charity. The role of the national charity is to enable local Citizens Advice to deliver

their services and jointly deliver other services at a national level, including the

website.

Citizens Advice provide support from:

●    511 local Citizens Advice offices in communities across England and Wales
●    over 1,166 outreaches in local communities, such as GPs’ surgeries, hospitals,

libraries, prisons and community centres

●  the Witness Service, available in 234 criminal courts across England and Wales

Across the whole of Citizens Advice, the service is delivered by around:

●    10,000 local staff

●    19,500 volunteers

We help millions of people every year with free, independent and expert advice
across the broadest range of areas – from money and debt to benefits, housing,
energy, work and so much more.

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  Overview of the

Projects Manager role

The Projects Manager will oversee the delivery, quality, and performance of a
range of funded projects, ensuring they meet required standards, KPIs, and
contractual obligations. The role includes supervising project staff, managing
budgets, maintaining partner and funder relationships, and contributing to
business development through identifying needs and supporting funding bids.
The manager also leads project planning, risk assessments, reporting, and
administrative processes while promoting consistent organisational practices.

They will support the Trustee Board with information on staffing and service
delivery, uphold Citizens Advice principles and EDI values, and ensure effective,
client focused services across the New Forest area.

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  Role Profile

Job Title

  Projects Manager

 Reporting to

Projects Operations Manager

 Annual Salary

£30,000 (FTE)

 Hours of work

 Part-time 21 hours per week

 Location

 Lymington, with some travel across the New Forest area

 Holiday

 25 days per annum (pro rata), plus bank holidays

Key
responsibilities

1.  Service delivery

●  Oversee the delivery of established paid projects

and ensure they reach the quality standards and

KPIs required for each project

●  Build and maintain relationships with funders,

partners and other stakeholders to ensure smooth

and coordinated delivery of the projects

●  Complete monitoring and reporting for each project

as per the funding requirements of each contract
●  Take responsibility for contract renewal and budget

agreement on established projects

●  Maintain knowledge and understanding of

developments in specialist advice areas and their

impacts on service delivery

●  Maintain standards of service delivery via staff

supervision, data gathering and quality control

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●  Monitor and assess risks to service delivery for

projects, complete project Risk Assessments, and

contribute to the organisational Risk Register
●  Attend management meetings and liaise with

internal teams to ensure smooth delivery of advice

across the organisation

2.  Staff management

●  Ensure the effective performance management and

development of project staff through regular one-

to-one sessions, the appraisal process and learning

and development planning

●  Ensure that the projects are adequately staffed and

resourced in accordance with Citizens Advice and

service procedures and assist the Leadership Team

in implementing employment policies, procedures

and good practice

●  Ensure recruitment and induction of new staff as

appropriate

●  Attend and facilitate regular staff meetings as

required

●  Create a positive working environment in which

equality and diversity are well-managed, dignity at

work is upheld and staff can do their best

3.  Business Development support

●  Work with the Leadership Team to support business

development by identifying emerging and unmet

client needs

●  Actively seek out opportunities to develop pilots and

new initiatives to increase or diversify our service

provision

●  Support the Project Operations Manager in the

production of funding applications and contract

tenders

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●  Represent the organisation as appropriate at

Citizens Advice and other statutory, voluntary, and

commercial organisations

4.  Planning and development

●  Engage with project development, delivery pilots

and on-board new projects as needed to ensure

services are responsive to need and in keeping with

current demand.

●  Work with the Leadership Team to ensure that

there are common procedures, systems and

practices in place across the organisation
●  Contribute to the work of associated Trustee

committees and working parties

●  Ensure the delivery and management of services to

clients reflects and support Citizens Advice New

Forest EDI strategy

5.  Supporting the Trustee Board

●  Contribute to Board papers on project staffing and

service delivery

●  Attend meetings and subcommittee meetings or

working groups of the trustee Board as required

and contribute to the preparation of the annual

report

6.  Financial Management

●  Contribute to decisions on allocation of financial

resources

●  Deliver services within allocated budgets

7.  Administration & IT

●  Confidently use a range of remote working

technologies to facilitate effective work with staff

and partners (we primarily use Microsoft Office)

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●  Oversee and monitor effective and efficient project

administrative systems

●

Implement complaints procedures in accordance

with Citizens Advice guidelines

●  Assist with coaching staff and volunteers as and

when new systems are introduced

Other

  Complete induction and mandatory training

relevant to your role.

  Work within our organisational key principles,

policies & procedures.

  Embed Equity, Diversity and Inclusion (EDI) in day-

to-day work.

  Work effectively both independently and

collaboratively in teams.

  Undertake any other duties as might be reasonably

required within the scope of this role.

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Person Specification

Essential Criteria

Experience (through paid or voluntary work)

  Experience of planning and managing services and/or projects
  Experience of building and maintaining key relationships, both inside an

organisation and externally

  Experience of developing quality standards and monitoring service
delivery against agreed targets across multiple funding streams

Skills and abilities

  Able to lead and contribute to a multi-disciplinary team
  Skilled in prioritising own workload and the workloads of others and
making sound decisions in the day to day running of the projects

  Empathetic people manager, capable of motivating staff while maintaining

high performance

  Excellent communication, presentation, influencing and negotiating skills
  Excellent written communication skills with ability to summarise and

produce simple briefings on complex matters

  Strong analytical and research skills with the ability to identify

developments or trends, and assess their impact on the organisation
  Highly organised, adaptable, and able to manage competing demands

and tight deadlines

  Confident working independently using initiative, while recognising when

to seek guidance

  Sound understanding of the need to use discretion and preserve

confidentiality

Additional Requirements

  The role requires some travel within the New Forest, hence a reliable

means of transport is essential. Candidates who can drive and own a

vehicle insured for business purposes will be well-suited for this

position.

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Our approach to Equity, Diversity

and Inclusion (EDI)

EDI is of strategic importance within Citizens Advice New Forest (CANF) 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 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 are also a flexible employer, so our roles may suit anyone who’d prefer a
flexible arrangement to help their work/life balance.

Further information & how to apply

If you would like to discuss this role further, please email James Lethbridge at
jobs@canf.uk

To apply for this role, please send a CV and cover letter (no more 500 words) to
jobs@canf.uk  to explain how your skills and experience fit with the
requirements of this role. Applications will only be accepted on receipt of a
CV and cover letter to this email address.

Applicants will be considered on a rolling basis and the closing date for this role
is Friday 13th March 2026.

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