Location
Blended between office and home (England and Wales). Time in office negotiable. The National Citizens Advice operates from offices in England and Wales, with regional offices in Cardiff, London, Birmingham and Leeds. Successful applicants must be based within England or Wales.

Hours
Flexible working arrangements available to support work/life balance. Preference for a blended approach between local office and home, with flexibility discussed during interview.

Salary
Competitive salary commensurate with experience (details provided during recruitment process).

About the Role
As the Head of Advice Sustainability and Practice, you will lead the strategic development of sustainable and innovative advice products, practices, and relationships to secure the future of the Citizens Advice service. You will oversee a broad and strategically significant portfolio including the development of impactful advice, learning products, and advisor resources for nearly 20,000 colleagues and volunteers.

You will lead the creation of strong sector relationships, role modelling collaboration and co-design to explore new ways of meeting client needs through partnerships and initiatives. Driving innovation in client and member-facing services, you will harness technology and explore commercial opportunities.

Your role includes developing robust, ethical, and inclusive frameworks for advice delivery, workforce planning, and demand management. This requires close collaboration across the Citizens Advice system, including national and member organisations, funders, sector partners, and local leaders.

You will be a strategic thinker, able to connect evolving client and member needs with practical advice delivery. You will translate vision into deliverable products and practices that enhance and sustain services, strengthen impact, and ensure advice is fit for the future.

Challenging the status quo and fostering a culture of experimentation, you will ensure client needs remain central. Reporting to the Director of Advice within the Client and Member Services Directorate, you will work with like-minded leaders to transform sustainable advice delivery for millions of clients and thousands of advisors.

Citizens Advice provides free, confidential advice online, by phone, and in person, helping people from all walks of life overcome obstacles such as debt, evictions, and workplace issues. Equity, Diversity and Inclusion (EDI) is central to our mission, and we welcome applications from underrepresented groups including people of colour, LGBTQ+ people, and disabled people. We follow the social model of disability and offer reasonable adjustments and a Disability Confident Interview Commitment.

Citizens Advice is a flexible employer and values employee wellbeing, recognised as a top charity employer. Please note that Citizens Advice is not a sponsoring organisation; applicants must have the right to work in the UK independently.

Experience
- Proven strategic thinking and vision with the ability to identify future trends and translate advice delivery understanding into innovative strategies within complex federated environments.
- Significant experience leading and delivering service development projects, including design, implementation, evaluation of new service models, and fostering continuous improvement.
- Deep subject matter expertise in relevant advice areas such as social welfare, consumer, housing, benefits, and debt.
- Proven leadership and management of advice functions delivering legal advice across multiple products and at pace, achieving strategic and operational excellence.
- Demonstrable experience building and maintaining effective collaborative relationships with diverse stakeholders including senior leaders, operational teams, external partners, and regulatory bodies, with strong influencing and negotiation skills.

About you
You are a strategic thinker and innovator who challenges the status quo and fosters a culture of experimentation. You are collaborative, inclusive, and client-focused, able to translate strategic vision into practical advice delivery. You value diversity and inclusion and are committed to embedding these principles in your work.

You thrive in complex environments and are adept at managing change and delivering impactful results that sustain and enhance advice services.

Qualifications
Relevant qualifications and experience in advice services, legal advice, or related fields are desirable but not explicitly stated. A strong track record of leadership, innovation, and strategic delivery within advice or legal services is essential.