Job Description

Location: Blended between office and home (England and Wales). Time in office negotiable

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 role

As a technical debt support officer, you'll provide support to debt advisors across a number of local Citizens Advice, including carrying out individual file reviews for quality purposes and providing technical debt support. You'll provide the service remotely via telephone, email, instant messaging, video conferencing with possible occasional site visits. You'll ensure that a high quality remote support service is delivered. You'll already have the ability to monitor, develop and evaluate the quality of debt advice and the ability to identify learning and development needs in others.



The post will require significant knowledge of the delivery of debt advice and proven ability to supervise debt advice. You'll possess excellent interpersonal skills and a proven commitment to continuing professional development. This busy and varied role will not only test your influencing and negotiating skills, but provide the opportunity to work with a variety of teams within Citizens Advice. The ability to work on your own initiative as well as part of a team is essential.

To apply

Please submit an anonymous CV and anonymous cover letter that demonstrates how you meet the following criteria:

Accredited to the supervision level in accordance with the MaPS Quality Framework for individuals Expert knowledge of, and proven ability to supervise debt advice and to support improvement and development Proven ability to identify service delivery issues affecting quality and work on own, or with others, to find appropriate and effective solutions.


Do you want to work for an organisation that makes a difference, every single day, to people from all walks of life? The people that turn to Citizens Advice need help overcoming an obstacle in their lives from debt to evictions to trouble at work and you can be key to them getting the support they need in the quickest, easiest, and most effective way.


Equity, Diversity and Inclusion (EDI) is of strategic importance within the organisation and recognised as integral to all we do as a service.


Central to pursuing our EDI mission is building diverse and inclusive teams in which everyone has a sense of belonging. We believe inclusion is a social justice issue - a principle that underpins our all EDI work. To that end, we particularly welcome applications from people we would like to see better represented in our organisation and sector - people of colour, LGBTQ+ people and disabled people. We follow the social model of disability. We will offer an interview to disabled candidates who indicate they wish their application to be considered under our Disability Confident Interview Commitment where they meet our selection criteria in their application. Some of our roles attract a high volume of applications and in some circumstances where it is not practicable or appropriate, we may limit the number of interviews offered to disabled and non-disabled candidates. We will provide reasonable adjustments as needed.


We're a flexible employer, so this role may suit anyone who'd prefer a flexible arrangement to help their work/life balance, many of our colleagues spend most of their time working remotely. Whilst we prefer a blended approach between a local office, if one is near you, and home we're open to being flexible on location, occasionally a role may require you to be based in a certain location if that's the case it will be detailed in the advert or job description. This can be discussed in more detail during your interview.


The National Citizens Advice operates from offices in England and Wales, with 4 regional offices based in Cardiff, London, Birmingham and Leeds, therefore all successful applicants must be based within England or Wales.



Please be aware that Citizens Advice is not a sponsoring organisation. Therefore the successful applicant must already possess the right to work in the UK or be able to secure the right to work in the UK independently.

We have been awarded the top charity in Third sectors' employer index, where it's recognised that Citizens Advice is an organization that not only prioritizes the people we serve but also values the wellbeing of its employees.



Citizens Advice seeks to redeploy internal staff who are at risk or under notice of redundancy and will prioritise them in the recruitment process where necessary. If you have been confirmed as at risk or under notice of redundancy please ensure you indicate this in the at-risk box in your application.



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



This vacancy closes at 23.59 on the closing date.


For more information about the organisation, our values and benefits please see the following link -

Information, values and benefits

Need help with your application, see our useful how to guides on the following page -

Guidance notes for applicants