Quality Assessor and Developer

Job reference:002998

Salary:£42,717 plus London Allowance of £3,612 if applicable

Closing date:26/05/2026

Department:Advice Knowledge

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

Employment type:Permanent

Hours Per Week36.25 hours per week / Open to flexible working

Job posted date:12/05/2026

Contract Duration:Permanent

Job Description

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

The role you’re applying for is in the Advice Knowledge team, which is part of the Advice department.

The Advice Knowledge function is responsible for developing and implementing our national Advice department strategy defining our advice offer to advisors and clients. It ensures that our advice remains trusted, consistent and high quality across the entire Citizens Advice network. It combines expertise, knowledge management, quality assurance and improvement to strengthen the accuracy, reliability and accessibility of advice for millions of clients every year.

Fundamentally the role is to provide quality assurance and quality improvement activity to the Citizens Advice network of local offices delivering the Consumer Service, assisting the delivery of good quality advice across the service. This position will also develop and quality assure consumer-related materials and tools, ensuring they are legally accurate and responsive to legislative changes and other, seeking technical support and assistance from colleagues across the team as appropriate.

As well as working in the Advice Knowledge ‘home’ team (to ensure opportunities for continuous professional development and create consistent communities of practice), the role will involve working in home and multidisciplinary ‘away’ teams. It will involve supporting development in technology and automation, delivering webinars and online learning, and working in a multidisciplinary way. The role will involve and be open to implementing new ways of working and supporting outcome based working across the Advice department.

Please provide details in your cover letter to evidence the following essential criteria. Please make sure your cover letter provides evidence for the essential criteria succinctly.

• In depth, practical experience of consumer advice delivery, underpinned by an expert knowledge of relevant aspects of consumer law (preferably with a relevant qualification).
• Proven ability to develop, monitor, review and evaluate information, making clear judgements based on sound understand and analysis.
• Proven ability to develop and communicate subject specific learning materials, procedures and written reports to enable effective and accurate delivery of advice to clients.

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.

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