Senior Operations Officer

Job reference: 003021

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

Closing date: 07/07/2026

Department: Client and Member Services

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

Employment type: Fixed Term

Hours Per Week 36.25 hours per week / Open to flexible working

Job posted date: 09/06/2026

Contract Duration: 6 months

Job Description

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

Citizens Advice Consumer Service is working to ensure that as many people as possible can benefit from high quality advice services to provide information to help enforce their rights. It also works with a number of stakeholders to support enforcement.

In this exciting opportunity you will be part of a friendly and dynamic team supporting the provision and improvement of phone and web based services delivered by offices in the local Citizens Advice network in England and Wales.

You will play a key part in ensuring support systems for Local Citizens Advice are fit for purpose, including supporting Local Citizens Advice with operational issues connected with service delivery, improvements in quality standards and reviewing how services are delivered.

You will play a role in maintaining and further developing support services, as well as advising on service improvement based on reports and reviewing processes for managing feedback and complaints.

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.

• Proven ability to manage specified workstreams within a team responsible for managing the delivery and continuous improvement of high quality client-facing services across multiple locations, in accordance with contracts, grants or service specifications
• In-depth understanding of how contact centres and/or client facing services operate and performance is measured, including grant management of services in accordance with set Key Performance Indicators and detailed analysis of data and oversight of performance plans to support this.
• In depth understanding of contact centre operations and how performance is measured and delivered, including the management of services in accordance with set Key Performance Indicators.

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