We’re looking for a Senior Delivery Manager!

Here at Citizens Advice we’re looking for a Senior Delivery Manager to join our team!

➛ Check out the job ad and role profile here [closing date 19 July 2021]

The Remote Advice Platforms team

The main team you’ll be working with is a high-profile, business critical, priority team who are transforming the platforms used by Citizens Advice volunteers to deliver remote advice to the public. This’ll involve replacing existing telephony and webchat platforms and introducing video chat capabilities to the network.

The delivery team

Our team has really grown over the last year and the addition of a second Delivery Lead and a Portfolio Lead means we’re looking at changing the structure of the team and defining the key role which Seniors can play in the function, through line management, coaching and other responsibilities.

The Delivery Community of Practice

You’ll be part of a group of circa 20 people, which enables peers with the same skills to come together, share information, ideas and learnings. Some of the things we’re working on at the moment include:

• Our monthly calendar of Delivery Lunches — which see external speakers from other organisations talk about particular topics or themes or talk us through ‘A Day in the Life of a Delivery Manager’ for their context
• Our progression framework, created with Emily Webber — our priority areas for development as a group are: 1) measuring and reporting progress and value, 2) planning and prioritisation ideas and 3) coaching
• Our coaching and consultancy offer — ideas around different levels of support for teams across the organisation, whether that’s one-off facilitation, through to a sustained period of support and review to help teams get set up, self-organised and using agile principles for their work

Our vision:

“Our community aims to raise the profile of delivery and improve our practice / discipline by bringing together people across the organisation and from the industry to share, learn, support and encourage each other.”

Why else should I be interested in this role?

As a team, we focus on wellbeing, bringing your whole self to work, supporting each other and having fun! We’re a friendly bunch and it’s a really exciting time for us as a team. During the lockdown, we’ve had coffee socials and Skribbl sessions, outdoors park meet-ups (think dogs, frisbees, picnics) and as our offices gradually re-open, we’re looking forward to being able to get together face-to-face!

Hear from the team

Martyn, Senior Delivery Manager on Help to Claim, our programme supporting people with their first Universal Credit claim:

“It’s somewhere that I’m able to be me, the real, whole me at work — which I’ve never been able to say before and somewhere that I feel like we’re trying to always do the right thing (acknowledging we’ll sometimes get it wrong and learning from it) and making a positive impact.”

Lauren, Energy Strategy Programme Manager:

“This is a place that genuinely cares about people and their career development. Having worked for the organisation for 5 and half years, I have had the chance to learn and develop my skills through working in multiple teams across the organisation from operations to delivery to programme management. Our colleagues in the delivery team are so passionate and supportive, making it a really lovely place to work.”

Bobak, Delivery Manager on Energy services:

“I’ve never felt so well onboarded in a job as I have in the first month since I’ve joined Citizens Advice. Thanks to the support of my colleagues and a remote-friendly infrastructure I have seamlessly integrated into my teams. On top of that, my delivery colleagues are a very sharing, talented and caring bunch who make up an active community of practice that have helped me crowd-source answers when I’ve been stuck! As a result, every day I feel encouraged and empowered to experiment to improve my teams’ performance.”

Equity, Diversity & Inclusion (EDI)

We want our teams to represent the people we’re here for and for our products, services and advice content to be inclusive, accessible and innovative. We particularly welcome applications from women and people from gender minorities, from black, Asian and minority ethnic people, from disabled people, from people with marginalised or minority neurotypes, and from anyone traditionally underrepresented in technology and the charity sector.

Flexible working

Lots of us work flexible hours, so our roles suit people with caring responsibilities, working parents and people returning to work. You can be based anywhere in England or Wales and our technology, channels, platforms and forums support our ability to work remotely and effectively together.

Let’s chat!

Interested? Know someone who might be? My DMs are open on Twitter, and you can also email me directly to find out more.

Don’t think this role is right for you but looking for other opportunities? We’re also recruiting Delivery Managers! Check out the role profile here.