Digital Inclusion Officer

**Digital Inclusion Officer**

**Salary**:£35,199 per year + 2025/2026 pay award pending

**Position**:12 month fixed term contract, full time (Monday to Friday) 37hrs per week

**Location**:Coventry, Birmingham, Hereford & Worcester /Hybrid - minimum two days a week

**We are brave, we are ambitious, we are honest, and we are Citizen**

Citizen is recruiting for a Digital Inclusion Officer to join our highly regarded and experienced Advice Services Team. This service works to reduce digital exclusion in our communities and look to support customers accessing our Money Advice, Employment Coaching & Energy Advice services. Our Digital Inclusion Officer will provide advice and support around accessing digital services, developing customers digital skills and building confidence.

**Manager’s quote**:
Working for Citizen not only offers you the chance to be part of an award-winning charity in the West Midlands, but it also gives you the opportunity to work for an organisation with a heart and a clear social purpose. If this sounds like you, you’ll feel right at home at Citizen. Along with a generous benefits package, we enable all Citizens to achieve the best possible balance between work and personal life and provide opportunities for everyone to reach their full potential.

**In housing you can make a real difference, the role of Digital Inclusion Officer will involve**:

- Identifying and working with individuals and groups to ensure they have appropriate access, skills and knowledge to access the internet for activities and information.
- Working with colleagues in our Employment Coaching and Money Advice Teams to upskill our customers to undertake advice and guidance around financial inclusion and employment support.
- Raising awareness of digital inclusion and provide information, advice, and training to a variety of audiences including residents, staff, and managers. To work with customer facing staff to promote and deliver the stated outcomes in the Financial Inclusion Strategy.
- Delivering Digital skills workshops to internal stakeholders and residents in the community.
- Delivering digital inclusion related information and advice to clients using a variety of delivery methods including face
- Working with other teams to ensure that respective services align, specifically with the teams such as Money Advice, Employment Coaching, Neighbourhoods, Tenancy Sustainment, and the wider Income Services, in managing tenancies effectively.
- Working effectively within your own team and equally to support a ‘one team’ approach within the housing and neighbourhood’s directorate and wider within Citizen.

**As a Digital Inclusion Officer we need you to have**:

- Higher level education (post A level) or equivalent through relevant training/experience.
- Experience of working within a busy customer service environment.
- Experience of dealing with vulnerable customers, some of whom may be demanding or under stress.
- Experience of working effectively and constructively with customers, internal and external stakeholders, and partner to support the delivery of business and other objectives and outcomes.
- Ability to keep comprehensive and up to date case records and accurately produce legal paperwork as required.

**We would be**_really_** excited if you have**:

- Relevant professional qualification - Digital literacy qualification.
- Knowledge and understanding of current best practice in digital inclusion.

**We will be an employer of choice and invest in our people**

To deliver the best services for our customers we need employees who are passionate, committed and engaged. We will create a culture where every individual feels comfortable and confident to be themselves and the wellbeing of our employees is a priority. We will work together as one team and embrace our Citizen values.

We will attract and retain the best and brightest professionals, support them to achieve their potential, and reward and recognise them for the fantastic work they do.

**Competitive benefits**:

- Annual leave purchase scheme - option to buy up to an additional 5 days per year
- Annual leave starts at 25 days per year plus bank holidays
- Enhanced family leave (maternity, paternity and adoption)
- Organisational Sick Pay
- Generous Pension Scheme - The option to contribute 4%, 6% or up to 10% which Citizen will match
- Life cover of three times your annual salary if you join the pension scheme

**Health and Wellbeing**
- We provide IT and Home Office equipment to support hybrid working
- Occupational Health
- EAP - a 24/7 telephone counselling service providing free, confidential advice.
- Cashback scheme - cashback on optical, dental, prescriptions and a range of other medical costs meaning the costs are covered for employees. The scheme also offers GP Access, digital Physiotherapy app, retail vouchers and discounts, discounted gym memberships and more
- Access to Citizen’s Wellbeing initiatives and Wellbeing platform

**Learnin