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Consumer Advice Contracts Manager - Citizens Advice Scotland

Job Details

Job title
Consumer Advice Contracts Manager
Closing date
Tuesday 21 February 2017
Edinburgh or Glasgow
Hours per week
Type of contract
Fixed term
circa £25,000 - £27,000 (commensurate with experience)

More about the job

About the job

Citizens Advice Scotland (CAS), our 61 member Citizen Advice Bureaux (CAB), the Citizen Advice consumer service, and the Extra Help Unit, form Scotland’s largest independent advice network. Advice provided by our service is free, independent, confidential, impartial and available to everyone. We are champions for both citizens and consumers and in 2015/16 the Citizens Advice Service in Scotland helped over 310,000 clients in Scotland deal with over one million issues overall.

We are currently recruiting for the post of Consumer Advice Contracts Manager on a fixed-term contract for 1 year.

The Manager is responsible for ensuring the operational and strategic development and management of the Citizens Advice consumer service in Scotland, with particular emphasis on:

  • The operational delivery of the consumer advice service in Scotland by management of the CAS supplier contract.
  • Building and implementing the plan for the delivery of the Scottish consumer telephone advice service to meet CAS service delivery objectives.
  • Building relationship with Citizens Advice partners by being an active member of the GB Consumer Service Operations Team.
  • Responsibility for creating and maintaining effective working relationship with consumer service delivery partners in Scotland, including civil servants at the UK and Scottish Governments.

Applicants must have practical experience of advice delivery underpinned by an understanding of the relevant aspects of consumer law, an understanding of how performance is measured in Contact Centres and the ability to undertake regular travel, sometimes involving overnight stays.

We offer excellent terms and conditions of employment including 30 days annual leave and 10 public holidays, flexitime and a pension scheme.

For more information please refer to the Job Description and Person Specification which can be downloaded using the links below. 

Please note that this is a re-advertisement, previous applicants need not apply.

How to apply

To apply for this role, please send completed copies of the Personal Details Form, Equal Opportunities Monitoring Form, along with your current CV to: 

In addition, please refer to the Job Description which can be downloaded at the bottom of this page, and provide a written statement that addresses how you meet the requirements of the role as detailed in the job specification. In the written statement, please provide examples which demonstrate how you meet the requirements. 

CLOSING DATE: 11:59PM on Tuesday 21 February 2017.

About the employer

Citizens Advice Scotland is an Equal Opportunity Employer

The Scottish Association of Citizens Advice Bureaux – Citizens Advice Scotland (Scottish Charity Number SC016637).