Chief Executive Officer — Vacancy in Cwmbran

Reports to: Chair of the Board of Trustees

Direct reports: Deputy Chief Executive, Finance Officer, Advice Services Manager – Generalist

37 hours per week with occasional evenings and weekends, including overnight conferences.

Place of work: Pontypool + flexible

Purpose of the Role

Citizens Advice Torfaen (CAT) is seeking to appoint a new Chief Executive Officer, who will focus on ensuring that CAT continues to thrive and grow and develop the services it delivers locally and nationally. The CEO will lead the management of the organisation; advise the Trustees on the strategic direction of the organisation, implement Board decisions and promote CAT and its values, aims and objectives in everything they do. Reporting directly to the Chair of the Board of Trustees, the post will play a critical role in the overall leadership and management of CAT and will be vital in securing the future success of the organisation.

Responsibilities

• Board Support & Governance
  • Provide the Board with strategic data, risk appraisals, and financial health updates to enable effective decision-making.
  • Maintain appropriate governance structures, policies, and statutory compliance with company/charity law and the Citizens Advice Membership Scheme.
  • Ensure Trustees have access to necessary training, advice, and performance support.
  • Attend all Board and working group meetings (Trustee, Audit & Risk, HR, Business Development) and offer expert recommendations.
  • Oversee, develop, and implement the charity’s Risk Register and mitigation procedures.
• Strategic Development
  • Collaborate with the Board to define the strategic vision and lead the delivery of business plans.
  • Maximise income (fundraising, contracts, earned income) and adapt business models for long‑term sustainability.
  • Monitor legislative and social trends to identify new opportunities, foster innovation, and address changing local needs.
  • Build relationships with funders, partners, and authorities, maintaining a leadership role in the Citizens Advice South East Wales consortium.
  • Participate in national and regional Citizens Advice initiatives and committees.
• Communications & Advocacy
  • Act as the primary champion for the organisation, promoting its vision and protecting its reputation locally and nationally.
  • Oversee robust internal/external communication strategies and manage media relations.
  • Cultivate effective relationships with local and national authorities, including politicians (MPs, MSs) and statutory bodies.
  • Lead local research and campaigning efforts in line with membership requirements.
  • Take overall operational responsibility for advice services, finance, fundraising, HR, IT, and health & safety.
  • Directly line manage and develop the Senior Management Team (SMT).
  • Ensure contract delivery meets high standards, budgets, timescales, and quality control systems.
  • Direct financial planning, forecasting, budgeting, and statutory reporting to ensure long‑term financial health and compliance.
  • Model professionalism and embed equality, diversity, and inclusion (EDI) into the organisational fabric.
  • Foster a supportive environment via regular staff supervision, appraisals, and professional development.
  • Lead business transformation and cultural change initiatives inclusively.

Person Specification

• Knowledge and Experience
  • Experience of operating at a senior strategic leadership level within a comparable organisation.
  • Trusted and respected leader with a track record as CEO or senior officer, including practical experience of working as part of a Board to shape and set strategy and an understanding of Charity governance.
  • Strong experience in inspiring and maintaining a motivated and cohesive workforce.
  • Organisational leadership and delivery experience that enables setting the agenda, monitoring deliverables and providing effective oversight.
  • Experience of partnership working and the delivery of shared services, both as the lead and as a subcontractor.
  • Experience in identifying opportunities and leading on funding bids.
  • Track record of persuading and influencing key stakeholders, including policy makers, politicians, partners and stakeholders.
  • Good understanding of technology and the role of ICT systems in delivering services.
  • Ideally, experience of the not-for-profit social welfare law advice sector and knowledge of contact centre operations.
• Skills and Abilities
  • Communication and engagement skills that inspire change in outlook and thinking.
  • Outstanding leadership skills with the ability to develop and implement vision and strategic plans.
  • Interpersonal and influencing skills that secure trust and confidence.
  • Strategic planning abilities, with financial awareness and acumen to translate strategy into performance.
  • Ability to manage complexity and operationalise business ideas and strategies.
• Leadership Style and Personal Attributes
  • Credible and approachable leadership style.
  • Personal commitment to equity, diversity and inclusivity.
  • Uses emotional intelligence to build connection and win loyalty from others.
  • Flexible and adaptable when leading and delivering change.
  • Natural collaborator and alliance-builder, open minded and willing to question the status quo and to explore new options.
  • Simplifying style, with developed business acumen and a balanced risk appetite.

Benefits

• Generous annual leave package.
• Ongoing personal training and development.
• 24/7 access to our Employee Assistance Programme.
• 24/7 GP telephone service.
• Workplace pension scheme.
• Opportunity to put your skills to use in an organisation that makes a real difference to people’s lives.
• Cycle to work scheme and technology purchase schemes.