At a Glance
- Tasks: Lead operational excellence and shape frontline services for vulnerable communities.
- Company: Citizens Advice Manchester, a forward-thinking charity committed to social justice.
- Benefits: Flexible working, generous holiday entitlement, pension scheme, and employee assistance programme.
- Other info: Hybrid working options available with excellent career growth opportunities.
- Why this job: Make a real difference in people's lives while developing your leadership skills.
- Qualifications: Proven experience in operational leadership and commitment to equity and inclusion.
The predicted salary is between 40000 - 50000 £ per year.
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.
Key information
- Locations: Hybrid, Manchester
- Role Type: Permanent
- Salary: A pay award is pending for this role, which will be applied and backdated to the start date.
- Working Hours: Full-Time
To apply for this role:
Application is via our website, where you will be asked to respond to essential person specification points.
Download Job Pack here for more information.
More about this role
- Closing Date: Wednesday 22nd July 2026 at 12:00pm
- Closing Time: 10:00
- Anticipated Interview Date: Wednesday, July 29, 2026 - 13:00
- Employee Benefits: 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
- Flexible Working Options: Flexitime, Remote Working
- Working Pattern Details: Flexible 37.5 hour working pattern, with flexi scheme in place. Hybrid working is possible once able to work independently.
- Would You Consider A Job Share For The Role?: Yes
