EHU Operations Manager - Citizens Advice Scotland

The Citizens Advice network in Scotland is the largest independent advice service in the country. Citizens Advice Scotland is a charity within this network – we act as a national organisation supporting and representing the service as a whole and the interests of citizens. At the heart of the network there are 59 individual citizens advice bureau organisations across Scotland, all operating as independent charities in their own right, and generally focusing on providing support directly to clients. Each of these organisations is a member of Citizens Advice Scotland. Also providing significant added value are the national elements of the service run out of Citizens Advice Scotland, such as the Extra Help Unit. We believe that every citizen should have access to free, impartial and confidential advice that helps them make informed decisions, whenever they need it and however they choose to access it.

The EHU Operations Manager role is a newly created role to strengthen senior management and leadership within a team that has expanded by 50% since its establishment in 2008.  As casework volumes and staffing numbers within the Unit have steadily increased, the level of operational oversight on processes, workload management, staff support and stakeholder engagement has rapidly increased.    

A key priority of the role will be delivering continual improvement of processes and procedures with the end goal of providing the best possible service to vulnerable consumers being supported by the EHU.  The initial objectives will involve a full review of the complaint handling procedures in preparation for seeking accreditation to the British Standard 18477: 2010 identifying and responding to consumer vulnerability.  In addition, you will also be closely involved in changes to the delivery of first tier energy and post advice in Scotland and how this impacts on referral pathways to the EHU.

This role offers you the opportunity to work at the heart of supporting Scotland's largest independent advice network, making an invaluable contribution to citizens’ lives.

*This role is normally based in our Glasgow office. As a result of the COVID-19 crisis, all CAS staff are currently working from home and we would therefore expect the successful candidate would be required to work from home initially.  Re-opening our offices will be carefully planned and managed in accordance with the latest Scottish Government guidance and public health advice.  Candidates should be prepared to work from home initially, but be aware that attendance at the normal office base will be required in future. We are currently reviewing our home working policy in response to the COVID-19 crisis and ongoing opportunities to work from home can be discussed with the successful candidate at offer stage.

For more information, please refer to the Job Pack which can be downloaded on our vacancies page.

Employee benefits

Citizens Advice Scotland offers excellent terms and conditions, including a total of 40 days leave (including public holidays) and a pension scheme with an 8% employer contribution. We have a flexitime scheme which enables our employees to work flexibly in line with organisational requirements, and as an inclusive employer we are happy to consider other flexible working arrangements where appropriate. For more details of some of the other benefits on offer to our employees, please see the section on employee benefits in the Job Pack.

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