Network Support Assistant

4 weeks ago

Wales, United Kingdom Citizens Advice Full time

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

The Network Support Assistant delivers high-quality, customer focused assistance to the local Citizens Advice network and national teams. The postholder will provide administrative, data, and systems support to the Network Strategy and Standards team to ensure efficient service delivery, and also support national working groups and panels.

You'll be involved in a variety of tasks such as (but not limited to):

  • Provide a first-line mailbox service for incoming local Citizens Advice queries.
  • Answer both complex and routine enquiries directly by email or phone, referring as appropriate to other colleagues using appropriate referral processes.Publish group updates and information to the intranet as required.
  • Arrange lunch, venue booking and process expenses for face to face meetings, including for high profile visits to local offices.
  • Liaise with national teams and local Citizens Advice chief officers and chairs, to ensure contact information held is up to date
  • Log, monitor and review local Citizens Advice Trustee Board papers, project plans etc, related to the department's work with local Citizens Advice. Liaise directly with the wider team and chief officers when required.
  • Publish recruitment information and job adverts for local Citizens Advice

To apply

To apply please submit anonymise both your CV and supporting statement (of nor more than 2 pages) that addresses how you demonstrate the following criteria:

  • Ability to work effectively and efficiently within a support team to enable the department to successfully deliver and continuously improve client-facing services.
  • Excellent organisational skills, with proven ability to work on your own initiative and plan and organise your own work in a busy environment, working accurately to agreed deadlines.
  • Ability to plan and organise meetings with numerous attendees, take minutes and ensure participants’ needs are met.


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.

Our commitment to colleague wellbeing is reflected in us being awarded Gold in the Health & Wellbeing category, as well as Overall Winners, at the Employee Experience Awards 2022.

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.

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.

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

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