At Citizens Advice Manchester, our clients are at the heart of everything we do.
We're a forward-thinking, ambitious organisation delivering high-quality, multi-channel advice to some of Manchester's most vulnerable communities. If you're a collaborative, values-driven leader who wants to make a real difference, this is an opportunity to shape the future of our frontline services.
Working closely with the Chief Operating Officer, you'll lead operational excellence across the organisation - driving strategic performance, service quality, regulatory compliance, continuous improvement, and an inclusive, high-performing culture. You'll oversee quality assurance, safeguarding, complaints, incident management, and operational performance while developing and empowering our Operational Managers to deliver outstanding services.
We're looking for an experienced operational leader with a proven track record of leading frontline or public-facing services. You'll be data-driven, commercially aware, and confident using performance insight to improve services, manage risk, and influence decision-making. You'll bring experience of quality and compliance frameworks, strong stakeholder management skills, and a genuine commitment to equity, diversity and inclusion. Experience within the advice or not-for-profit sector is desirable, alongside a strong commitment to the values and principles of the Citizens Advice service.
Application is via our website, where you will be asked to respond to essential person specification points.
Download Job Pack here for more information.
We value all our people and can offer a supportive, responsible culture within a charity setting that is committed to social justice. The role attracts an attractive remuneration package with excellent terms including:
- Flexible 37.5 hour (hybrid) working week in a City Centre location
- Pension Scheme
- Life Assurance
- Cycle to Work Scheme
- Corporate Cash Plan (Medicash) and Employee Assistance Programme with 24/7 telephone support service for you and your immediate family
- Generous holiday entitlement starting at 25 days per year (in addition to bank holidays) and rising with long service to a maximum of 30
A pay award is pending for this role, which will be applied and backdated to the start date.
