Head of Community Impact and Development

Citizens Advice Bury & Bolton (CABB) is a leading provider of legal advice and information, supporting thousands of clients every year. We are a busy, client focused and dynamic service with a track record of delivering high quality advice face to face, over the phone and digitally.

There’s no ‘average’ case – our advice is tailored, but our standard of excellence is identical for every client. You will play a key role in ensuring that our services meet stakeholder and community needs. This is a challenging role, but working with autonomy, you will be fully supported by the wider senior leadership team and Trustees.

The Senior Leadership Team (SLT) consists of:

• Chief Executive Officer
• Head of People, Culture & Resources
• Head of Advice Standards & Delivery
• Head of Community Impact & Development

Key elements and tasks within this role include:

• Provide strategic and operational leadership for our welfare benefits, community advice and engagement teams, ensuring services remain high quality, client focused and aligned with the CABB's strategic priorities. You will provide line management to named Advice Delivery Managers/ Supervisors (currently 3).
• Shape the future of service delivery by embedding sustainable ways of working, processes and performance frameworks, leading evidence-based recommendations that support CABB’s long-term operating model and growth ambitions, to meet client demand.
• Ensure corporate governance and compliance with operational quality assurance activities, such as safeguarding and advice quality standards.
• Collaborate with colleagues across CABB and wider stakeholders, build positive and professional relationships with partners and contract/ funder relationships within the scope of this role. Foster positive relationships with Head of Advice Standards & Delivery, and wider SLT, deputising as required.
• Drive service improvement and innovation using data and technology to support continuous improvement, contribution to organisational strategic pillars and values.

About you:

• Experienced manager of large teams/contracts in a regulated service
• Experience of contract management/implementation
• Excellent management skills to implement strategic plans across a diverse range of teams
• Excellent interpersonal skills to engage with a diverse range of staff and stakeholders
• Organisational skills with the ability to adapt, prioritise deadlines and competing tasks in a fast-paced environment
• A genuine passion for continual professional development, and team development
• Empathetic, compassionate and resilient, understanding how trauma informed and people first approaches can develop and support service demands
• Be resilient and adaptable

We believe inclusion is a social justice issue - a principle that underpins our EDI&B work. To that end, we particularly welcome applications from local individuals who are representative of the local communities we serve - this is not just a matter of diversity but of strategic importance to ensure our services are grounded in the realities of our communities. Please complete the anonymised EDI monitoring form using this link .

Key information

• Employer: Citizens Advice Bury & Bolton
• Locations: Hybrid, Bolton, Bury
• Role Type: Permanent
• Working Hours: Full-Time

More about this role

• Closing Date: Sunday 16th August 2026 at 12:00pm
• Anticipated Interviews Week Commencing: Monday, August 24, 2026 - 12:00
• Anticipated Interview Date: Tuesday, August 25, 2026 - 13:00
• Contact Name: Cat Aherne
• Contact Information: jobs@cabb.org.uk
• Employee Benefits:
• We value the people who work here. The following are included within the employee remuneration packages as standard;
• A flexible 35 hour working week (for full time employees)
• Generous holiday entitlement – starting at 25 days per year, increasing to 30 (in addition to bank holidays), pro-rata for part time
• Additional day off for your birthday
• 5% employer contribution pension scheme
• Access to 24/7 confidential telephone counselling and structured counselling support
• Access to online GP and telephone counselling services
• Enhanced family friendly leave and occupational sick leave
• Access to ‘Blue Light Card’ and other charity discount schemes
• Flexible Working Options: Flexitime
• Would You Consider A Job Share For The Role?: Yes