Head of Member Support and Service Design

>     Location: Edinburgh or Glasgow

>     Workplace type: Hybrid working - min 2 days a week at the office. This is a minimum, but a successful candidate can opt to be office based 5 days per week.

>     Hours per week: 35

>     Type of contract: Permanent

>     Job Level and Salary Scale: Level 7, £51,105 - £62,457 per annum, commensurate with experience.

>     Closing date: 12 July 2026. 

>     Face-to-face interviews: Interviews for this role will take place w/c 20 July 2026.

Are you a strategic leader passionate about delivering exceptional support and driving meaningful change?

This is a rare opportunity to shape how we support our network and make a real impact on communities across Scotland.

As our Head of Member Support & Service Design, you will lead the design, delivery, and continuous improvement of member support services, ensuring they meet the evolving needs of our Bureaux and the people they serve.

This newly created role brings together Network Support, Audit, and Bureau Service Design, placing you at the heart of our transformation. You’ll play a critical role in strengthening how we support our network—enabling Bureaux to deliver high-quality advice that truly changes lives and aligns with our strategic ambitions.

What you will do

>     Lead and inspire a high-performing team to deliver outstanding support across the network

>   Build strong relationships with Bureaux and key stakeholders, becoming a trusted partner and primary contact for the COCABs Executive

>     Drive innovation in service design, working collaboratively to modernise advice delivery through technology and co-design

>     Champion excellence by supporting Bureaux to meet recognised standards and build sustainable capability, capacity, and resilience

>     Shape the future by leading the co-design and implementation of our new case management system

>     Identify opportunities for growth and evolution, enhancing how we deliver services to better meet client needs

Your work will directly support a network that changes lives every day. By strengthening our services, you’ll help ensure people receive the right advice, at the right time, in the right way.

What we are looking for 

We are seeking a collaborative, forward-thinking leader who can:

>     Balance strategic vision with operational delivery

>     Build strong, trusted relationships across a diverse network

>     Lead innovation and transformation in complex environments

>     Inspire teams and drive continuous improvement

If you’re ready to lead meaningful change and make a lasting impact, we’d love to hear from you.

For more information about the role, please refer to Job Pack - Head of Member Support and Service Design.pdf

Please familiarise yourself with Our People Charter.

For further information on how we process your data and your information rights, please refer to our Privacy Notice - Job Volunteer and Applicants.

If you have an issue with downloading the above document, please request it at recruitment@cas.org.uk.

Employee benefits

Citizens Advice Scotland offers excellent terms and conditions. We want our people to have a great work life balance and we have designed our working practices and benefits to support this. Here are some of things our employees benefit from: a 35-hour full time working week, 40 days annual leave, genuine flexibility in working hours with a flexi-time system, and hybrid working opportunities for every role. For more details of some of the other benefits on offer to our employees, please see the section on employee benefits in the job pack.

Citizens Advice Scotland is committed to promoting diversity and inclusion. We offer a range of family friendly, inclusive employment policies and flexible working arrangements to support all our staff. We are also committed to equality of opportunity for all and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.

CAS provides options for hybrid working to allow employees to balance their time attending the office with time working from home. The number of days you will be able to work from home each week will be dependent on your job role and can be discussed as part of the recruitment process.

Before you apply

Our aim is to ensure our application assessment process is fair, objective and transparent.

As such, please do not include on your CV or candidate statement the following information: your address, a photo, hobbies, age, date of birth, marital status, nationality.

The candidate statement

The candidate statement plays a very important part in the application assessment process. It is a free space for you to showcase your skills, practical knowledge, and experiences relevant to the role.

Please include in your statement examples which demonstrate how you meet the following key essential and desirable criteria emphasising your contribution and outcomes. Please also let us know how your values and attributes align with CAS’s values. Please refer to Our People Charter.

Essential

• Proven experience of working within a membership or federated organisation, with a deep expertise of network theory and working with a network mindset 

• Demonstrable experience of leading organisational development or transformation initiatives and driving innovation  

• Excellent relationship-building and stakeholder management skills at a senior level  

• Experience of quality assurance, compliance and member standards (advice related)  

• Experience of complex service design and delivery  

Desirable

• Experience in Citizens Advice Bureaux or Advice sector   

The candidate statement is expected to be maximum 1000 words/2x pages A4.

Please note that applications without the candidate statement and not following clearly above instructions will not be considered.

You have the option to upload your candidate statement as a separate document or you can write your candidate statement in the section below. Please choose the option that best work for you.

While we recognize AI can be a helpful tool for starting your application, and may help you by sparking an idea more easily than starting with a blank page, we really want you to show in your application who you are and how you think. AI will never replace the important human element at the application stage. Please make sure that you write your candidate statement yourself.

If you require any support with your application, including reasonable adjustments to the format, or if you have any questions, please do not hesitate to contact us at recruitment@cas.org.uk or call 0131 550 1000. We are always happy to help.