Senior Standards and Compliance Officer

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.

As the Senior Standards and Compliance Officer, you will drive the operational execution of the member standards framework and ensure compliance with external regulations, ensuring consistency and excellence across the local Citizens Advice network. You will provide day‑to‑day leadership and technical direction to a team of officers, transforming high‑level strategy into actionable workflows and clear procedures. Acting as the primary escalation point for complex or sensitive compliance cases, you will balance rigorous assurance with an enabling, supportive culture.

Your role is vital in safeguarding the Citizens Advice brand while building local resilience and ensuring that standards remain a powerful tool for improving client outcomes.

• Standards & Compliance Operational Expertise:
  Experience working with regulatory frameworks, compliance requirements, or accreditation systems, with the ability to translate high‑level standards into daily operational processes.
• Casework & Escalation Handling:
  Demonstrated background in managing complex case management, resolving sensitive disputes, and acting as an operational escalation point for difficult compliance or assurance decisions.
• Process Design & Continuous Improvement:
  Proven ability to develop, refine, and implement management information systems, business procedures, and workflows to improve team efficiency and consistency.
• Team leadership:
  Strong team leadership and people management skills, with experience of developing and motivating diverse teams, creating opportunities for skills development, closing disparities and promoting pathways for career progression.
• EDI: A commitment to equity and the positive value of diversity, and a good, up‑to‑date understanding of equity and diversity and its application to the work of the team.

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…