Application Support Specialist
Flexible within England & Wales

Job reference: 001252

Location: Flexible within England & Wales

Closing date: 31/10/2021

Job posted date: 15/10/2021

Salary: £35,065.00 plus London allowance if applicable

Employment type: Permanent

Department: Technology

Hours per week: 36.25

Interview date: TBC

Contract Duration: Permanent

£35,065.00 plus London allowance if applicable

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.

We particularly welcome applications from disabled and Black, Asian and Minority Ethnic (BAME) candidates as BAME and disabled people are currently under-represented throughout Citizens Advice. We are a member of the race equality campaign at Business in the Community, the Prince’s responsible business network and are committed to improving employment opportunities for ethnic minorities across the UK. We also welcome applications from, LGB and Trans and non binary candidates.

We have made a positive commitment to employing disabled people and guarantee to interview all disabled candidates who meet the minimum essential criteria for the role as set out in role profiles.

We are looking to introduce a new member to the Application Support Team who will provide product focused support for services and applications recommended or provided by Citizens Advice. The team provides specialist product/application support to customers and colleagues (both within Central Citizens Advice and Local Citizens Advice), developing and maintaining expertise in particular products and services which can be used to inform ongoing product and process improvements.

The successful candidate will have:
•    excellent level of customer service including the ability to explain technical information clearly to a non-technical audience
•    Good inter-team and customer service/relationship communication skills.
•    proven ability to develop an in-depth understanding of complex technical systems and the connections between systems, associated statistical reports and business processes.
•    proven ability to investigate, diagnose and understand user technology problems and propose practical solutions (analytical and problem solving skills)
•    a good appreciation for the importance of confidentiality, data assurance and data protection (GDPR) 
•    experience generating guidance and training materials (documentation/videos etc)

The ideal candidate will be results-driven and focussed on putting the needs of our Clients and Customers at the centre of what we do.  

Desirable skills
•    familiarity with Ticket Management
•    experience using data to assist with investigating issues (such as audit logs)
•    Knowledge / awareness of Tableau, Google Analytics, Spreadsheets
•    Knowledge / awareness of agile methodologies
•    Knowledge / awareness of ITIL framework

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 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. 


The closing date for this job has now passed.