Job Details
More about the job
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 across Scotland, all operating as independent charities in their own right, which focus on providing support and advice directly to clients. Each of these organisations is a member of Citizens Advice Scotland. 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.
Our vision is for a Fairer Scotland where everyone has the advice and information they need to realise their rights, and that the barriers to accessing those rights are effectively challenged.
The Extra Help Unit (EHU) is an integral part of Citizens Advice Scotland. It’s a statutory service that advocates on behalf of domestic and micro-business consumers in vulnerable situations that have an energy or post complaint. This includes supporting consumers whose energy supply has been disconnected or is at imminent risk of disconnection. The EHU also works to improve standards across the energy industry, liaising closely with the regulator Ofgem, policy teams and energy suppliers.
During 2022/23, the EHU assisted clients with over 40,000 cases.
The Service Delivery Manager is an exciting new role and provides a fabulous opportunity to be part of a service and team that really makes a difference to people’s lives every single day.
Overall, you will be responsible for managing and supporting Team Managers to ensure the EHU delivers a professional, inclusive and person-centred complaint handling service. You will deliver continuing improvement by optimising our service delivery processes and support the delivery of the EHU business plan and achievement of Key Performance Indicators. You will not only provide support on strategic issues, including high level decisions on case resolution, safeguarding issues and work on strategic projects such as our Civtech 8 challenge CivTech Challenge 8.1 — Identifying and prioritising support — CivTech, but you will also get to roll your sleeves up and get involved in day to day issues too.
Please note that the offer of employment for this role will be subject to a receipt of a satisfactory Basic Disclosure Certificate.
This role offers you the opportunity to work at the heart of supporting Scotland's largest independent advice network and to make an invaluable contribution to citizen’s lives.
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. We want our people to have a great work life balance and we have designed our working practices and benefits to support this. Here are some of things our employees benefit from: a 35-hour full time working week, 40 days annual leave, a flexi-time system which recognises and protects the operational delivery aspects of the service, and blended/hybrid working opportunities for every role.
Citizens Advice Scotland is committed to promoting diversity and inclusion. We offer a range of family friendly, inclusive employment policies and flexible working arrangements to support all our staff. We are also committed to equality of opportunity for all and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.
CAS provides options for blended working to allow employees to balance their time attending the office with time working from home. The number of days you will be able to work from home each week will be dependent on your job role and can be discussed as part of the recruitment process.
To apply for this role, please send completed copies of the Personal Details Form, along with your current CV to: recruitment@cas.org.uk
In addition, we ask you to provide a short written statement (maximum of two pages) with examples which demonstrate how you meet the requirements of the post, as set out in the job description and person specification.
You can find all necessary forms below or on our website.
The Scottish Association of Citizens Advice Bureaux – Citizens Advice Scotland. Scottish charity (SC016637) and company limited by guarantee (89892)
