Senior Delivery Manager - FTC
Citizens Advice offers confidential advice online, over the phone, and in person, for free. Through our national network of charities, we give people the knowledge and the confidence they need to find their way forward – whoever they are, and whatever their problem.
The Senior Delivery Manager role sits in the Help to Claim programme team. Help to Claim is a high quality, stable advice service across Great Britain to enable people to claim Universal Credit. Help to Claim was envisioned as
“a comprehensive and consistent multichannel support service to give people the help they need to make a Universal Credit claim so they can get their first full payment on time and have their claim set up in a way which best works for them”.
The service went live across England, Wales and Scotland (delivered by Citizens Advice Scotland) on April 1st 2019. We’ve designed the service to address the need of those people to offer support with making a new claim - from starting a claim to receiving the first full payment. The service is available online, over the phone and in person. Help to Claim replaces assisted digital and personal budgeting support from local authorities, which no longer exists as of April 2018.
This role will have a pivotal role in enabling the programme to define, scope and deliver an 'Extended Scope' offer as part of Help to Claim, working closely with Service Design, Content, User Research, Evaluation and the wider Network.
Alongside this project, the Senior Delivery Manager will be tasked with embedding and supporting a culture of stronger delivery management across the Help to Claim programme team. This could include creating tools and frameworks for other to use, and providing consultative and coaching support for others on the programme delivering projects.
As a senior delivery manager at Citizens Advice, you’ll enable agile project and product teams to focus on the right priorities, work together effectively and deliver user-centred products and services that meet user needs and business priorities. You may also line manage more junior colleagues.
You’ll ensure a high team standard is set, expectations are managed and identify and remove issues, blockers and risks to delivery and build the capability of your team to work effectively in an agile way, through coaching, contributing to a culture of learning and transparency, encouraging and enabling self-organisation.
You’ll have excellent facilitation skills, be able to foster a feeling of safety and employ self-awareness, self-management and neutrality as needed, as well as designing and running meetings with clear purpose, using a mix of activities, tools and techniques to achieve desired outcomes.
You’ll be action orientated, with sound judgement in identifying issues and putting forward solutions and adept at drawing together insights from data, research and other sources to help inform decision-making and make recommendations.
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 made a positive commitment to employing disabled people and guarantee to interview all disabled candidates who meet the minimum essential criteria for the role as set out in role profiles.