Senior Standards and Compliance Officer

Job reference: 003065

Salary: £46,375 base salary per annum (plus £3,612 London Weighting if applicable

Closing date: 20/09/2026

Department: CMS Service Delivery

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

Employment type: Permanent

Hours Per Week 36 hours and 15 minutes

Job posted date: 28/07/2026

Contract Duration: Permanent

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.

As the Senior Standards and Compliance Officer, you will drive the operational execution of the member standards framework and ensure compliance with external regulations, ensuring consistency and excellence across the local Citizens Advice network. You will provide day-to-day leadership and technical direction to a team of officers, transforming high-level strategy into actionable workflows and clear procedures. Acting as the primary escalation point for complex or sensitive compliance cases, you will balance rigorous assurance with an enabling, supportive culture. Your role is vital in safeguarding the Citizens Advice brand while building local resilience and ensuring that standards remain a powerful tool for improving client outcomes.

Apply with your CV and cover letter covering the below essential criteria;

• Standards & Compliance Operational Expertise: Experience working with regulatory frameworks, compliance requirements, or accreditation systems, with the ability to translate high-level standards into daily operational processes.
• Casework & Escalation Handling: Demonstrated background in managing complex case management, resolving sensitive disputes, and acting as an operational escalation point for difficult compliance or assurance decisions.
• Process Design & Continuous Improvement: Proven ability to develop, refine, and implement management information systems, business procedures, and workflows to improve team efficiency and consistency.
• Team leadership: Strong team leadership and people management skills, with experience of developing and motivating diverse teams, creating opportunities for skills development, closing disparities and promoting pathways for career progression.
• EDI: A commitment to equity and the positive value of diversity, and a good, up-to-date understanding of equity and diversity and its application to the work of the team.

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.

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.
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

save_altSenior Standards and Compliance Officer (PDF, KB)