At a Glance
- Tasks: Lead and innovate member support services to drive meaningful change across Scotland.
- Company: Citizens Advice Scotland, committed to diversity and inclusion.
- Benefits: 35-hour work week, 40 days annual leave, flexible hours, and hybrid working options.
- Other info: Join a dynamic team dedicated to transforming lives through quality advice.
- Why this job: Shape the future of support services and make a real impact on communities.
- Qualifications: Experience in membership organisations and strong leadership skills required.
The predicted salary is between 51105 - 62457 £ per year.
Location: Edinburgh or Glasgow
Workplace type: Hybrid working – minimum 2 days a week at the office. The role may be fully office-based at 5 days per week.
Hours per week: 35
Type of contract: Permanent
Job Level and Salary Scale: Level 7, £51,105 – £62,457 per annum, commensurate with experience.
Closing date: 15 July 2026.
Face‑to‑face interviews: Interviews for this role will take place w/c 27 July 2026.
Are you a strategic leader passionate about delivering exceptional support and driving meaningful change? This is a rare opportunity to shape how we support our network and make a real impact on communities across Scotland.
Overview: As Head of Member Support & Service Design, you will lead the design, delivery and continuous improvement of member support services, ensuring they meet the evolving needs of our Bureaux and the people they serve. This newly created role brings together Network Support, Audit, and Bureau Service Design, placing you at the heart of our transformation. You’ll play a critical role in strengthening how we support our network – enabling Bureaux to deliver high‑quality advice that truly changes lives and aligns with our strategic ambitions.
Responsibilities:
- Lead and inspire a high‑performing team to deliver outstanding support across the network.
- Build strong relationships with Bureaux and key stakeholders, becoming a trusted partner and primary contact for the COCABs Executive.
- Drive innovation in service design, working collaboratively to modernise advice delivery through technology and co‑design.
- Champion excellence by supporting Bureaux to meet recognised standards and build sustainable capability, capacity and resilience.
- Shape the future by leading the co‑design and implementation of our new case management system.
- Identify opportunities for growth and evolution, enhancing how we deliver services to better meet client needs.
Your work will directly support a network that changes lives every day. By strengthening our services, you’ll help ensure people receive the right advice, at the right time, in the right way.
Requirements:
- Balance strategic vision with operational delivery.
- Build strong, trusted relationships across a diverse network.
- Lead innovation and transformation in complex environments.
- Inspire teams and drive continuous improvement.
Essential:
- Proven experience of working within a membership or federated organisation, with deep expertise of network theory and a network mindset.
- Demonstrable experience of leading organisational development or transformation initiatives and driving innovation.
- Excellent relationship‑building and stakeholder management skills at a senior level.
- Experience of quality assurance, compliance and member standards (advice related).
- Experience of complex service design and delivery.
Desirable:
- Experience in Citizens Advice Bureaux or the advice sector.
Benefits:
Citizens Advice Scotland offers excellent terms and conditions. We want our people to have a great work life balance and have designed our working practices and benefits to support this. Employees benefit from a 35‑hour full‑time working week, 40 days annual leave, genuine flexibility in working hours with a flexi‑time system, and hybrid working opportunities for every role. For more details of the other benefits, refer to the employee benefits section in the job pack.
Citizens Advice Scotland is committed to promoting diversity and inclusion. We offer a range of family‑friendly, inclusive employment policies and flexible working arrangements to support all staff. We are also committed to equality of opportunity for all and encourage applications from individuals regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief, and marriage and civil partnership.
CAS provides options for hybrid working to allow employees to balance their time attending the office with time working from home. The number of days you can work from home each week will depend on your job role and can be discussed as part of the recruitment process.
Applicant Information:
For further information on how we process your data and your information rights, please refer to our privacy notice for job volunteers and applicants.
Head of Member Support and Service Design in Edinburgh employer: citizensadvicescotland
Citizens Advice Scotland is an exceptional employer, offering a supportive and inclusive work culture that prioritises employee well-being and work-life balance. With a commitment to diversity, flexible working arrangements, and generous benefits including 40 days of annual leave, this role in Edinburgh or Glasgow provides a unique opportunity to lead transformative change while making a meaningful impact on communities across Scotland.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Member Support and Service Design in Edinburgh
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at citizensadvicescotland. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like citizensadvicescotland before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Head of Member Support and Service Design in Edinburgh
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to citizensadvicescotland:Your cover letter is your chance to shine! Tell us why you want to work at citizensadvicescotland specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at citizensadvicescotland!
How to prepare for a job interview at citizensadvicescotland
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
