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Chief Executive Officer

Accountable to:  Chair and Board of Trustees

Responsible for:  Lead and direct all aspects of Citizens Advice Epsom and Ewell (CAEE).

Key Responsibilities

  • Provide effective leadership for CAEE
  • Ensure delivery of a high quality advice and information service that meets effectively local need in Epsom and Ewell
  • Develop sustainability for CAEE through effective and positive business development, partnerships, income generation and financial management
  • Ensure a strong and influential voice for CAEE

Main duties and responsibilities

Planning and development

  • In conjunction with the board of trustees, develop, implement and monitor the business and development plan as required by the Citizens Advice membership scheme
  • Translate organisational objectives into team and individual work plans with clear and realistic targets
  • Maintain an awareness of the operating environment such as those legislative developments, social trends and local needs likely to affect demand for advice and opportunities for service development
  • Develop IT and other resource needs and strategies within Citizens Advice guidelines
  • Participate in Citizens Advice and Citizens Advice Surrey initiatives as appropriate and contribute to the work of national and regional committees and working parties
  • Manage the development of the service to ensure that the strategic development of the organisation, its management and its services to clients reflects and supports the Citizens Advice service’s equality and diversity strategy

Supporting the Board of Trustees

  • Arrange and attend meetings of the board of trustees, including the annual general meeting and any special general meetings
  • Advise the board on financial, staffing and service delivery issues and on compliance with the Citizens Advice membership scheme and all other relevant legislation, for example, company and charity law, health and safety, employment etc
  • Report to the board on progress against the business plan and agreed objectives
  • Prepare and draft the CAEE annual report

Service delivery 

  • Oversee the effective delivery and reporting of the service in compliance with Citizens Advice requirements
  • Ensure that the development and implementation of services take into account the operating environment, including legislative developments, social trends and organisational / technological developments.
  • Maintain an awareness of organisational and technological developments and ensure that the service operates in ways which make best possible use of the resources available
  • Ensure, delegating as appropriate, that services are adequately managed, staffed and resourced
  • Develop and maintain common practices to ensure that standards of service delivery are met and appropriate systems are in place for staff supervision, case recording, statistics, follow-up work and quality control

Resource acquisition

  • Research and respond to advice needs, in particular the needs of identified disadvantaged groups and the different geographical and demographical areas
  • Develop the CAEE’s funding base by identifying potential funding opportunities consistent with the aims of the organisation and the operating environment, and applying for funding as agreed by the board of trustees
  • Negotiate and review all grants and service agreements in consultation with the board of trustees, ensuring that existing services are adequately funded and appropriate grant applications are made
  • Maintain appropriate relations with funders, fulfilling all reporting requirements and ensuring compliance with contracts

Financial management

  • Maintain day-to-day financial control of the service within budget heads agreed by the trustee board
  • Ensure that all finances are properly administered and monitored and that appropriate financial regulations and controls are in place and in use at all times
  • Advise on the proper allocation of resources
  • Prepare and review detailed budgets for approval by the trustee board in conjunction with the honorary treasurer and / or appropriate committee and auditors
  • Make regular reports to the trustee board on income, expenditure and any variations from budgets
  • Oversee the correct preparation of accounts and financial statements in conjunction with the honorary treasurer and / or appropriate committee and auditors
  • Ensure that all financial reporting obligations are met in relation to submissions for funding, grant aid, contracts and any other initiatives
  • Act as cheque signatory and authorise expenditure up to limits as agreed by the trustee board

Staff management

  • Create a positive working environment in which equality and diversity are well-managed, dignity at work is upheld and staff can do their best
  • Ensure the effective performance management and development of all staff, through regular supervision sessions and the appraisal process
  • Directly line manage the Advice Services Manager, Mental Health team, Business and Compliance Officer and other staff as appropriate
  • Regularly evaluate staff learning and development needs and ensure that learning and development needs are identified and met in accordance with Citizens Advice standards.
  • Convene and chair regular meetings of the management team
  • Convene and chair regular meetings of all paid and unpaid staff and negotiate with staff reps / union reps / volunteer reps as necessary
  • Establish and implement a recruitment, induction and staff development policy in conjunction with the appropriate sub-committee
  • In accordance with Citizens Advice and organisational procedures, assist the trustee board in implementing and monitoring employment policies and procedures

Public relations and research and campaigns

  • Promote and protect the aims, principles, policies, interests and reputation of the Citizens Advice service both locally and nationally and ensure that CAEE has a high profile at all times
  • Ensure the development of research and campaigns and instigate systems and procedures in line with the research and campaigns requirements of the membership scheme
  • Develop and oversee appropriate publicity through effective relations with the media and other community organisations, and through public speaking
  • Develop effective relations with appropriate authorities, agencies, organisations and individuals at local and national levels, including councillors, MPs, MEPs and local and national statutory and non-statutory organisations
  • Liaise with Citizens Advice and contribute to its work at regional and national levels where appropriate


  • Establish, maintain and monitor effective administrative systems
  • Establish, maintain and monitor complaints procedures in accordance with Citizens Advice requirements
  • Ensure that the service is adequately accommodated and equipped in consideration of the needs of clients and staff and the effective operation of the service
  • Act as health and safety officer to ensure that health and safety policies and procedures for staff, premises and equipment are agreed and maintained and comply with statutory requirements
  • Use ICT as required for the role
  • Undertake such other duties as may lie within the scope of this post to ensure the effective delivery and development of the service


If you would like to receive an Information Pack for this role, and details on how to apply, please send your CV to .  Alternatively, please contact Abigail Ashmead at Harris Hill Executive Search on 0207 820 7318.


Closing date for applications: 9am Thursday 24th May 2018

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