Service Support Assistant

3 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.

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.

The role

The Service Support Team is a geographically dispersed team working between home and our Leeds office. The role can be carried out remotely within England and Wales, however there may be occasional travel to the Leeds office for workshops or training where required.

Service Support Assistants are central to ensuring seamless and impactful business support across our funded advice services, working collaboratively to uphold our commitment to quality, inclusivity, and efficiency. This role offers an excellent pathway for those looking to expand their organisational, communication, and technical skills while contributing to best practices within a dynamic, purpose-driven environment.

As a Service Support Assistant, you will be the first point of contact for both internal and external stakeholders, providing essential support through email and phone communications. You’ll engage in diverse tasks, such as generating management reports, handling financial processes like purchase orders and invoice management, and facilitating service recharges across our advice teams. Beyond these functions, you’ll play an integral role in supporting projects and team initiativesmanaging audit registers, updating strategic roadmaps, taking meeting minutes, and documenting impactful case studies and client stories.

Join us to make a meaningful impact while building a versatile skill set in a supportive, team-oriented setting

To apply
Please submit an anonymous CV and provide evidence of the following essential criteria in your covering letter (no more than 2 pages):

  • Ability to manage a varied workload, working under pressure and to deadlines.
  • Ability to communicate information clearly - verbally and in writing.
  • Ability to follow processes/protocols, paying particular attention to detail.


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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