The Citizens Advice network in Scotland is the largest independent advice service in the country. Citizens Advice Scotland is a charity within this network – we act as a national organisation supporting and representing the service as a whole and the interests of citizens. At the heart of the network there are 59 individual citizens advice bureau across Scotland, all operating as independent charities in their own right, which focus on providing support and advice directly to clients. Each of these organisations is a member of Citizens Advice Scotland. We believe that every citizen should have access to free, impartial, and confidential advice that helps them make informed decisions, whenever they need it and however, they choose to access it.

Our vision is for a Fairer Scotland where everyone has the advice and information, they need to realise their rights, and that the barriers to accessing those rights are effectively challenged.

Citizens Advice Scotland is responsible for developing, implementing, and managing a series of projects which enable and support various national specialist services to be delivered with our network of 59 Citizens Advice Bureaux. The Lead Project Support Manager will have direct responsibility and accountability for the Project Management Office (PMO) and for ensuring effective service delivery and compliance across the portfolio of these projects.

Working alongside the Lead Project Delivery Manager your role includes managing a PMO team of Project Officers and coordinating their resource across projects within a matrix environment. You will also be responsible for coordinating support from other internal departments across the organisation to ensure consistency of delivery and meeting contractual obligations. Acting as a key departmental representative with our Network of Citizens Advice Bureaux, you’ll be responsible for liaising with Bureaux Chief Executives and Managers across Scotland along with other key stakeholders.

The PMO coordinates management information, data, and analysis requirements against governance, project controls and reporting needs, including programme level risk, change and performance management. You will be responsible for developing and co-designing new and innovative PMO tools and resources to meet future service needs and support for our systems, processes and procedures. Your aim should be to ensure our department delivers consistently and effectively, whilst proactively forecasting and anticipating future needs. This will be underpinned through maintaining the PMO’s focus on continuous improvement and a quality-of-service cycle of review and assessment.

This is an exciting time to join us where you can make a difference. Working within one of the largest directorates at CAS you will be collaborating with fellow managers and leading a dynamic and agile team at the forefront of a wide range of advice service delivery. Our services are even more critical now than ever before in helping those in need and are essential in helping citizens receive the necessary advice and support during these unprecedent times. As a line manager you are responsible for the PMO team and will be required to identify and manage the resources required, forecast and plan the work to realise the expected benefits as well as manage the project teams’ dependencies, workloads, and schedules.

We are flexible about your professional background and open minded about your career to date. You will need to be able to lead a Project Management Office function and engage with multiple stakeholders both internally and externally. You will be a compassionate manager with the ability to understand the challenges and opportunities that working within a membership organisation brings. You may well have experience of working in a charity, housing association or the broader public sector, though applicants from all sectors are welcome. You will have to be able to demonstrate the desire to put the people who matter most, our clients, at the heart of every decision.

Employee benefits

Citizens Advice Scotland offers excellent terms and conditions. We want our people to have a great work life balance, and we have designed our working practices and benefits to support this. Here are some of things our 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.

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 our staff. We are also committed to equality of opportunity for all and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.

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 will be able to work from home each week will be dependent on your job role and can be discussed as part of the recruitment process.

We are looking for an enthusiastic, socially aware person with good communication skills and the ability to provide support to staff and volunteers. Good organisational skills are essential, as is knowledge of computer systems and their applications.

Previous managerial experience is desirable.

A full driving licence is essential with access to a car as some travel may be necessary.

The Citizens Advice network is set to deliver a comprehensive Help to Claim (HTC). From April 2022 Stirling District Citizens Advice Bureau Ltd will deliver the HTC, providing the advice and support people need to submit their claim for Universal Credit and support them through to their first payment, via a digital-only service.

An HTC Multi-channel Coordinator (Universal Credit) will oversee the implementation and ongoing delivery of the Service through HTC advisers; and is managed by the Lead Bureau in an established geographical consortium. The Multi-channel Coordinator role involves management of the consortium/region adviser rota and performance, adviser supervision, and local stakeholder engagement and service promotion. The Multi-channel Coordinator must be fully HTC adviser trained in order to provide cover and rota support when required, as well as to provide exceptional up-to-date advice support to advisers.