Digital Services Manager 

A FairHire® certified recruitment process.

Role Overview

We now need someone to help us achieve our ambitious plans for the next phase of our digital vision. We are looking for a Digital Services Manager to come and join the team.

We are looking for someone with experience in and passion for digital services – from SEO to accessibility and content, to user experience and analytics. You will be the Product Owner of the sites, with a key role in shaping what our sites do for clients, what they look like and how they are managed behind the scenes.

 You will work closely with our Information and Insight teams, reporting to the Head of Client Experience and line managing your own dedicated developer team, including a digital marketing apprentice.

Millions of people need our help with debt advice, and we want our digital services to meet their needs and deliver outcomes that change people’s lives. Are you?

  • Driven
  • Positive
  • Pragmatic
  • Knowledgeable

We want to hear from you!

 In return you’ll receive a generous package, flexibility, and a culture that values balance, support, and innovation.



Key Responsibilities:

Product ownership

  • Own the vision for and delivery of optimum services and performance from our National and Business Debtline websites.
  • Work with internal and external stakeholders to analyse client needs and align the product roadmap to strategic goals.
  • Understand the full omnichannel end to end client journey.
  • Develop appropriately detailed specifications for product features so they are clearly understood by the Development team.

Digital accessibility:

Lead and be accountable for the digital accessibility strategies, policies and processes that ensure our online services are in line with legal obligations, best practice, and funder expectation.

  • Ensuring development updates and new projects have clear accessibility requirements and that stakeholders are equipped to deliver against them.
  • Staying up to date with new and upcoming changes and ensuring these are applied and communicated to relevant stakeholders.


Lead and be accountable for ensuring the Trust’s online services achieve their KPIs through SEO and related strategies. To include:

  • Staying on top of new and upcoming changes to SEO best practice, tactics, Google algorithm updates, and adapting Trust processes and focus accordingly.
  • Staying on top of competitor performance and acting where needed to ensure the Trust maintains comparable performance levels.
  • Working with the External Affairs team and third-party providers to ensure an optimal Google AdWords campaign for National and Business Debtline.

User Experience (UX)

Lead and be accountable for ensuring that our online services are designed and developed to offer an optimal user-experience. To include:

  • Staying on top of new technologies, competitor products, industry best practice and ensuring appropriate opportunities for Trust online services are considered as well as managing projects as required to deliver new products or improvements.
  • Ensuring that all client feedback relating to our online services is considered and factored in as appropriate to service design and development

Social media and digital marketing

  • Work with the Communications manager to implement agreed strategies to increase the digital presence of National Debtline and Business Debtline.
  • Work with the Marketing executive to oversee the creation of content to be shared on our social media channels promoting our digital services.


Role Requirements

  • Excellent general IT skills and experience of Microsoft office applications
  • Excellent understanding of web-based technologies and services
  • Strong administrative (organisational) skills and the ability to prioritise tasks
  • Ability to work on own initiative and as part of a team
  • Willingness to extend current knowledge and skills by undertaking relevant training
  • Flexibility and enthusiasm
  • Excellent written and oral communication skills
  • Ability to liaise with people at all levels in order to develop effective working links


The closing date for applications is 31st May 2022

Interviews to be confirmed 

We will only use the data you supply to us in CVs or application forms for recruitment purposes.  This data will be held for six months.  For further information please refer to our Privacy Notice for Job Applicants, available on the vacancies page of our website,

Unfortunately, due to the expected volume of interest for this role, we will not be able to respond to each application. Therefore, if you have not been contacted on the shortlist date, you have been unsuccessful on this occasion, but we may keep your details on file for future roles that may be of interest.