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Operations Manager (Witness Service)

Posted: 9 Nov 2020 Closes: 22 Nov 2020
Flexible within England & Wales £54,564 plus £3,520 London Allowance if applicable
Permanent & Full-time citizens-advice/20201109140152

The Citizens Advice Witness Service provides a vital service offering free and independent support for witnesses in every criminal court across England and Wales.

The Witness Service has over 260 staff and 2700 volunteers and offers free, independent, impartial and confidential support and information witnesses to give evidence in every criminal court in England and Wales.

Last year, Citizens Advice helped 2.6 million people face-to-face, by phone, email and webchat, and we received 25 million visits to our digital advice content. We solve 7 in 10 clients' problems, and 4 in 5 tell us that advice improved their lives.


You will love working with us because:

  • We value diversity and equity
  • You will be a part of a fantastic team who works collaboratively and inclusively, using cutting edge IT solutions to help us work better together
  • You will be making a positive difference in people’s lives
  • Your health and wellbeing is important to us, we have a comprehensive Employee Assistance Programme, including access to counselling sessions, both online and on the phone support
  • Your future financial health is helped by a generous pension scheme
  • You can further your career with training and development tailored to you
  • You will have access to an online employee support networks and forums
  • Generous annual leave allowance starting at 26 days plus bank holidays with an additional 4 days off at the end of the year
  • Opportunity to buy additional annual leave
  • Generous maternity pay and shared parental leave
  • 3 days paid volunteering each year
  • Discount scheme
  • Cycle to work scheme
  • Inhouse mentoring scheme

We particularly welcome applications from disabled and Black, Asian and Minority Ethnic (BAME) candidates as BAME and disabled people are currently under-represented throughout Citizens Advice. We are a member of the race equality campaign at Business in the Community, the Prince’s responsible business network and are committed to improving employment opportunities for ethnic minorities across the UK. We also welcome applications from, LGB and Trans and non binary candidates. 

We have a positive commitment to employing disabled people and guarantee to interview all disabled candidates who meet essential criteria as set out in the job description.

Are you interested in working for an organisation which puts the client at the heart of everything that we do? Are you an experienced leader looking for a new opportunity?

We are looking for someone who can lead and manage the operational delivery of Citizens Advice Witness Service across 240 criminal courts throughout England and Wales. 

The Role

The Operations Manager will lead and oversee the delivery and quality assurance of a highly performing Witness Service across England and Wales in line with funder requirements and the Citizens Advice strategic and business plan. 

As part of the Witness Service leadership team, you will advocate for our clients nationally and ensure they are involved in the development of our services, and their needs are heard and understood.

You will work closely with partners to develop and maintain strong and constructive relationships with criminal and family justice partners.

Who we are looking for

You will be an effective leader with the ability to develop a highly talented and motivated team, whilst building mutually beneficial relationships with senior stakeholders. You will have substantial experience in leading a complex direct delivery service, successfully achieving strategic objectives.

It is crucial that you are able to assimilate complex strategies and options quickly in order to form a view, make recommendations and/or balanced decisions in a timely way.

You will be a strong influencer, and a strategic thinker, who can be innovative and creative in solving complex issues; always having the witnesses that we support at the forefront of your considerations. 

We welcome applications from diverse individuals who can demonstrate transferable skills.

The national Citizens Advice operates from offices in England and Wales, with 5 regional offices based in Cardiff, London, Birmingham, Leeds, and Liverpool, therefore all successful applicants must be based within England or Wales.

Please note, in the event of a high number of applications we reserve the right to close the application early. 

Citizens Advice

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