Director of Network Strategy and Standards

Ref: 4329

Citizens Advice

London/Other Regional Office/Flexible

Role Managed by:

Charlotte Dickinson

Research Associate

t: +44 (0) 20 7340 6279


Primary Practice Group: Global Non-Profit Practice

Salary & Benefits: Competitive

Closing Date: 14/10/2019

Formal Interview Date: From late-November into early-December

This vacancy has now expired, and is not accepting any new applications.

Please search for live opportunities or use the Register Interest facility to sign up for job alerts and/or leave your CV speculatively.

Appointments of Director of Network Strategy and Standards & Director of Service Delivery 

We’re looking for two talented and inspirational Directors to join our Operations directorate to lead on Service Delivery and on Network Strategy and Standards in order to ensure that millions of people every year get the help they need, when they need it, in the way that they need it.

Every year millions of people come to Citizens Advice for help. The Citizens Advice service is made up of the national charity, and our network of over 270 independent local Citizens Advice charities. Our dual mission is as relevant today as it was when we formed 80 years ago: to provide advice and support to the people who need help solving their problems and advocate to fix the underlying cause of those problems.

As a national charity we support local Citizens Advice to deliver their services and deliver a number of high profile national services. We’re also the consumer champion for the energy market and the statutory consumer watchdog for the postal service.

Our service is run by over 850 national staff, 6,300 local staff, 18,300 local volunteers and 3,000 Witness Service volunteers. We’re an important part of communities - locally, advice is offered from approximately 2,550 locations and our Witness Service is available in criminal courts across England and Wales. Nationally, Citizens Advice is run from 6 administrative offices.

The Operations directorate, our largest directorate, is integral to co-ordinating our work across the network – working with local Citizens Advice and national teams to ensure that clients receive the help and advice they need when they need it. We have bold ambitions to sustainably serve greater demand effectively and efficiently through high quality delivery, use of technology, strategic thinking, and a culture of collaborative support across the directorate and network.

The Director of Network Strategy and Standards is responsible for providing strategic oversight, leadership and support to the network of local Citizens Advice, whilst the Director of Service Delivery holds strategic responsibility for the transformation, sustainable delivery and continuous improvement of a range of nationally-funded services delivered to clients via our network of local Citizens Advice and partners. The roles require extensive face to face engagement with leaders, staff and volunteers in our network, national charity staff, external partners and funders, as well as regulators. The Directors will work closely with other Directors as members of the Citizens Advice Leadership Team to deliver on the organisation’s strategy, the Future of Advice, as well as providing expert advice and insight to the Executive Team, Trustee Board and other senior leaders on strategic decisions.

We are seeking strategic leaders experienced in large and complex organisational contexts with multiple, diverse stakeholders, who can contribute to an inventive, responsible and generous organisation and team culture and commit to creating a positive working environment in which equality and diversity are well managed, dignity at work is upheld and staff are empowered and motivated. Candidates will demonstrate the ability to run and develop high quality, value and volume client-facing services at a senior level in a multi-stakeholder environment, to build effective relationships at all levels, and to innovate and lead change. In return, we offer a commitment to your development and access to a number of benefits to demonstrate that we value the people who work at Citizens Advice.

Citizens Advice is fully committed to Equality, Diversity and Inclusion principles – we stand up and speak up for those who face inequality and disadvantage, and we want this to be reflected in the diversity of the people who work for us.

If you have the personal qualities and enthusiasm to drive change within the Citizens Advice service and you embody our inventive, responsible and generous values, we would love to hear from you.

Reference 4329 – Director of Network Strategy and Standards

Reference 4330 – Director of Service Delivery

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This vacancy has now expired, and is not accepting any new applications.

Please search for live opportunities or use the Register Interest facility to sign up for job alerts and/or leave your CV speculatively.