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.
About us
The Witness Service has over 260 staff and 1700 volunteers and offers free, independent, impartial and confidential support and information to 15,000 witnesses each month to give evidence in every criminal court in England and Wales.
Last year, Citizens Advice helped 2.6 million people face-to-face, by phone, email and webchat, and we received 25 million visits to our digital advice content. We solve 7 in 10 clients' problems, and 4 in 5 tell us that advice improved their lives.
Please note, the Witness Service is due to transfer out of Citizens Advice in April 2026. This is an exciting time for the Witness Service and for you to be part of shaping our future with a new provider.
The role
We are looking for someone with excellent organisational skills who has experience working in a fast-paced environment and can manage and support a team of administrators through change as the Witness Service prepares to transition to the new provider.
A key part of the role will be creating a positive and inclusive work environment and managing team performance and well-being, especially while guiding the team through a period of change and transition. Working with the Grant and Compliance Manager, the Service Support Manager will develop, refine and implement improvements to ensure the service runs both smoothly and efficiently during change.
The successful candidate will have an understanding of GDPR and compliance, and a proven history of working with stakeholders in managing grants and /or contracts.
To apply
To apply please submit an anonymous CV and anonymous cover letter (of no more than 2 pages) that explains, with examples, how you meet the criteria below:
* Experience of leading and supporting a team through change
* Proven management skills, including effective monitoring of risks and issues, legal compliance, performance delivery and funder reporting, with experience of also supporting the management of suppliers, consultants and subcontractors
* Excellent proven verbal and written communication skills including an ability to build and maintain relationships with key stakeholders
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.
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.
We have been awarded the top charity in Third sectors' employer index, where it's recognised that Citizens Advice is an organization that not only prioritizes the people we serve but also values the wellbeing of its employees.
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.
Please note, 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