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Senior Platform Analyst - Remote Advice Platforms

Posted: 9 Nov 2020 Closes: 22 Nov 2020
Flexible within England & Wales Up to £52,987 plus London allowance (£3,520) if applicable
Fixed term & Full time citizens-advice/20201109140902

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. 

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.


You will be part of a high-profile, business critical, priority team to transform the platforms used by Citizens Advice volunteers to deliver remote advice to the public. This will involve replacing existing telephony and webchat platforms and introducing video chat capabilities to the network. Our phone service alone receives over 4.6 million calls from the public every year and is staffed by thousands of volunteers.

You will use your skills and experience as a platform analyst to ensure that the decisions we make are the right ones for all of our users - national, network, volunteers and clients. You will analyse and understand user needs and use your knowledge of the telephony, webchat and video sector to support procurement decisions. You will support the product lead in ensuring that our outcomes are aligned with our strategic objectives.

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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