Job Pack

Front Desk & Volunteer Supervisor

Thank you for your interest in working at Leeds Citizens Advice & Law Centre. In this job
pack you will find information about:

●  Leeds Citizens Advice & Law Centre
●  The job description/person specification and the team the role is within
●  Benefits of working for Leeds Citizens Advice & Law Centre
●  Our approach to equality and diversity
●  The application process

Timescale for applications:

●  Closing date:
●  Interviews:

Friday 28th November 2025 at 9am
From 8th December 2025 onwards

Applications received after this time and date will not be considered. Please also note that
CVs are not accepted as part of the application process.

Due to high levels of interest in our roles, we are unable to respond individually to
applicants who are not invited to interview. If you do not hear from us by 8th December
2025 you should assume you are not being invited to interview on this occasion.

Applications should be sent to:

jobs@citizensadviceleeds.org.uk

Reviewed: 11.11.2025

Leeds Citizens Advice & Law Centre

Leeds Citizens Advice & Law Centre is a local charity working for a fairer society where
people are free from the effects of poverty and social injustice. We help individuals,
families and communities by offering free advice and representation and challenging
systemic  injustice.

We have deep roots in the local community, dating back to 1939 when we first opened
our doors, and have been providing free advice to Leeds residents ever since. Our
status as a Law Centre is more recent, having joined the Law Centres Network in 2024,
but is built on our long experience in working for social justice, locally and nationally.

Leeds Citizens Advice & Law Centre is the largest provider of free and independent
advice in the city, helping 35,000 people a year through telephone, online and
face-to-face services delivered at over 12 locations citywide.  We have around 75
employees and 30 volunteers at any time, the majority of whom are advisers delivering
services that include:

●  Generalist advice covering Benefits, Debt, Employment, Housing, Immigration and

other social welfare law matters.

●  Casework/legal advice in Benefits, Debt, Housing and Immigration.

●  Outreach advice sessions for people experiencing mental health issues and for

families with young children.

Leeds CALC meets high quality standards in advice delivery and organisation
management, meeting the membership standards of Citizens Advice and the Law
Centres Network, as well as the requirements of the Advice Quality Standard, Money
and Pensions Service and the Financial Conduct Authority.

The Advice Hub in our city centre offices is the central location for our face to face
drop-in and appointment services.  It’s a busy environment and the Front Desk Team is
key to ensuring clients and visitors are welcomed promptly and directed to the
appropriate source of help.  The Front Desk & Volunteer Supervisor will lead a team of
volunteers and work closely with other staff in the Advice Hub in ensuring the delivery of
consistent and high quality services.

Further details of the role can be found overleaf.

Reviewed: 11.11.2025

The role

Job title

Front Desk & Volunteer Supervisor

Location

Leeds City Centre

 Hours

     28 hours per week, worked over 5 days covering

8.30am to 2pm

Reporting to

Learning and Development Manager

Contract

     Fixed term to 31.3.2027

Salary scale

    NJC Scale points 18-20 (£31,537 - £32,597p.a.) pro rata

This role involves working as part of Leeds Citizens Advice & Law Centre Advice Hub
Team to ensure the smooth running of the Hub . The post holder will be the first point of
contact for face to face service users,  carrying out initial checks, booking appointments
and providing information.  You will also work with the Learning & Development Manager
to build and supervise a team of Customer Service Volunteers.

Job description & person specification.

Main duties and responsibilities

1.  Advice Hub

1.1  Act as first point of contact for the Customer Services Team,  providing initial
checks to clients in accordance with policies and procedures and maintain a
front desk rota, covering the front desk where required.

1.2  Ensure excellent customer service is delivered to Citizens Advice Leeds

service users and visitors , including welcoming service users and visitors,
explaining reception processes, checking appointment availability and
booking appointments.

1.3  Ensure that Citizens Advice membership standards and Citizens Advice
Leeds policies and procedures are adhered to in delivering the service.

1.4  Record statistical and case information including client details in accordance

with Citizens Advice Leeds procedures.

1.5  Signpost or refer service users to other organisations as appropriate.

1.6  Ensure the service is provided in accordance with contractual requirements

and meets the agreed targets.

2.7  Work cooperatively with other (paid and volunteer) staff at Citizens Advice
Leeds, to develop and maintain good working relationships across all
departments

Reviewed: 11.11.2025

2.8  Provide support and coaching to the Customer Service volunteers

2.9  Be aware of organisational procedures for dealing with actual and potential

discrimination issues.

2.10  Provide administrative support as required, including scanning, preparing

paperwork & leaflets

2.11  Ensure administrative processes are followed in order to maintain accurate

records, and be able to review and improve such processes.

2.12  Use IT for recording, document production, promotional materials, statistical

recording and other information required for reports on the service.

2.  Volunteer supervision and recruitment

2.1   Supervise volunteers allocated to this post, including trainees in accordance
with Leeds CALC policies and procedures including coaching, mentoring and
setting objectives.

2.2   Hold  supervision meetings and annual reviews in accordance with Leeds

CALC policies and procedures

2.3

2.4

2.5

2.6

2.7

Through supervision identify the training needs and agree appropriate
training and development objectives.

Liaise with other staff to ensure trainees’ learning objectives are met.

Implement procedures to support volunteers who leave the
organisation,including exit interviews.

In conjunction with the Learning & Development Manager and Team Leaders,
develop volunteer role descriptions

Lead on the recruitment of Customer Service Volunteers, including selection,
induction and training.

3.

General

3.1

Identify own training and development needs and agree with the line
manager on the best ways of meeting these.

3.2  Promote the role of research and campaigns work in the Citizens Advice
service and ensure staff and volunteers are trained appropriately.

3.3  Keep up to date with relevant online systems, policies and procedures and

attend appropriate training relevant to the area of support.

3.4  Prepare for and attend relevant internal and external meetings as agreed with

the line manager.

3.5  Participate in organisational initiatives to develop and improve services.

3.6  Prepare for and attend supervision sessions.

4.

Other duties and responsibilities

4.1.     Work closely with the other services at Leeds CALC and Citizens Advice in

order to establish good referral links.

4.2.   Participate in the development of literature to promote the service including

self-help materials as appropriate.

4.3.  Promote the aims, principles and membership requirements of the Citizens

Reviewed: 11.11.2025

Advice service.

4.4  Abide by and assist in the implementation of office policies and procedures

including health and safety, IT, information assurance, safeguarding and
equalities and diversity policies.

4.7  Present a professional appearance, help maintain an orderly working

environment and act at all times to uphold the good reputation of Leeds
Citizens Advice & Law Centre.

4.8  Carry out any other relevant duties to ensure the effective delivery and
development of Leeds Citizens Advice & Law Centre’s services.

Person specification

  Essential

1.  Experience of working professionally with a wide ranging client group and

supporting distressed or vulnerable clients

2.  Demonstrable ability to identify training needs and to coach and mentor

learners in meeting them.

3.  Experience of providing excellent customer service and acting as first point of

contact.

4.   Ability to interpret information and convey it in a way that is understandable to

clients.

5.   Proven ability and willingness to work under pressure to meet appropriate

targets, including organisational objectives and project targets.

6.   Proven ability to give and receive feedback objectively and sensitively and to

challenge constructively.

    7.  Excellent written and verbal communication skills and the ability to

communicate effectively with a wide range of people and experience of
engaging with clients/customers.

    8.  Excellent IT skills with a thorough knowledge of IT office applications,

including experience of using case management systems to carry out daily
duties

  9.  Excellent decision making, organisational and problem solving skills

 10.   Good literacy and numeracy skills relevant to the role.

Reviewed: 11.11.2025

 11.  Positive approach to working in a team and contributing to wider organisation

goals and demonstrable ability to work independently and build successful
relationships with staff, volunteers and other stakeholders.

 12.

Ability to work flexibly to meet service targets and to cover Hub delivery
Monday-Friday 8.30am-2.30pm at our City Centre Hub.

13.   Ability and willingness to travel for business purposes including, training and

other events as required.

14.   Proactive approach to personal development and the updating of skills and

knowledge.

15.   Professional work ethic: honest, conscientious, self-motivated and reliable.

16.   Demonstrable commitment to Citizens Advice Leeds’ values of fairness,

equality and social justice.

Desirable

1.   Experience of working in the voluntary, FE or advice sectors paid or unpaid

capacity.

2.  One years’ recent (in the last 3 years) experience of supervising volunteers

and/ or staff.

3.

Knowledge of advice subjects at generalist level, including housing and debt.

4.

Ability to identify clients’ problems, and seek to resolve them

Reviewed: 11.11.2025

Benefits of working for Leeds Citizens
Advice & Law Centre

Leeds Citizens Advice & Law Centre offers a competitive remuneration package with
additional benefits that support a positive work-life balance:

●  Full-time hours are 35 per week with hybrid and flexible working policies
●  Defined contribution pension scheme
●  Employee assistance programme with access to 24/7 telephone support
●  We are a Disability Confident Employer and a Mindful Employer
●  Modern, high quality offices located in the city centre, with excellent transport links

Our commitment to equality and diversity

Leeds Citizens Advice & Law Centre is committed to providing a supportive and inclusive
culture for our employees, volunteers, service users and other stakeholders.

We recognise the positive value of diversity, promoting equality and fairness, and
challenging discrimination.  We value the benefits of having a diverse workforce and will
take steps to recruit from the widest pool of qualified candidates practicable, ensuring that
employment opportunities are open and accessible to all on the basis of their individual
qualities and personal merit.

Leeds Citizens Advice & Law Centre is a Disability Confident Employer and a Mindful
Employer and we are committed to showing a positive and enabling attitude to employees
and job applicants with disabilities or mental health issues and our employee policies and
benefits support that commitment.

The application process

●  You  will  find  details  about  our  vacancies  and  how  to  apply  on  our  website
www.citizensadviceleeds.org.uk  on  the  Working  for  us  page.  On  this  page  you  will
find:

○  Job descriptions for current vacancies

○  Guidance on how to apply

○  Application form

○  Diversity monitoring form

●  When  you  have  filled  in  the  application  form  please  email  it  to  us  at

jobs@citizensadviceleeds.org.uk

●  You should also complete the anonymous diversity monitoring form on

the Working for us page of our website

Reviewed: 11.11.2025

●

If  you  are  shortlisted  for  a  role  we  will  contact  you  to  invite  you  to  an  interview.
Interviews  are  carried  out  by  a  panel  of  2-3  people  and  are  usually  face-to-face.
Interviews may be carried out online if necessary.

●  We may also ask you to undertake an exercise as part of the assessment process.
This  could  include  providing  answers  to  case  studies  for  advice  roles,  making  a
presentation for a management role, or other appropriate activity.

●  Following the interview process you will be contacted to inform you if we are making
an employment offer or not. This verbal offer will be followed by a written confirmation
subject  to  the  receipt  of  satisfactory  references  and  completion  of  ID  and  other
checks as required for the role.

●  Verbal  feedback  will  be  offered  to  candidates  who  are  unsuccessful  at  the

interview but we do not provide written feedback.

Application form

Complete the application form and return it by post or email no later than the closing date
referred to in the advert. If you return your application via email there is no requirement to
send a hard copy in the post.

CVs will not be accepted as a substitute for the application form, unless specifically stated
in the advert.

The application form plays a key part in our recruitment and selection process.  We use
the information you provide about your skills, experience, career and education history to
decide whether or not to invite you for an interview.  It is important that you complete the
application form as fully and accurately as possible, ensuring that you give specific
examples which demonstrate how you meet the criteria for the role for which you are
applying.

Choose examples of past experience that clearly demonstrate what we are looking for, and
be precise about what you did, how you did it and the outcome or result of your actions.
Provide recent work examples wherever possible but examples from other aspects of your
life such as voluntary work, school or college experiences, can also be given.

Disability Confident Employer

As an organisation that values equality, fairness and diversity, Leeds Citizens Advice &
Law Centre encourages applications from candidates from all backgrounds. We are a
Disability Confident Employer and signatories to the Mindful Employer Charter.

We commit to invite to interview all disabled applicants who meet the minimum (essential)
criteria for the role. To opt into this scheme, please tick the relevant box on the application
form. The essential criteria for the role are shown in the person specification. Please let us
know if you have any access or adjustment needs as part of the recruitment process.

If you are invited to an interview we will ask you about any access needs or adjustments to
the interview/assessment process that you may need. Please be assured we will be

Reviewed: 11.11.2025

supportive in discussing reasonable adjustments with you at any stage of the recruitment
process, although we cannot guarantee to be able to meet all requests.

Shortlisting outcomes

Shortlisted  applicants  will  be  invited  for  an  interview.  Some  positions  may  require
additional  assessments  (practical  task/test or assessment centre) and information on this
will be provided if you are invited to interview.

Entitlement to work in the UK

A  job  offer  will  be  subject  to  confirmation  that  you  are  permitted  to  work  in  the  UK  in
accordance with the provisions of the Asylum and Immigration Act 1996. If you are invited
to an interview you will be asked to provide evidence of your entitlement to work in the UK
at that time.

Diversity Monitoring

Leeds Citizens Advice & Law Centre encourages and welcomes applications from suitably
skilled candidates from all backgrounds.  Monitoring recruitment and selection procedures
is one way of helping us to ensure that there is no unfair discrimination in the way that we
recruit people. To do this we need to know about the diversity profile of people who apply
for posts at Leeds Citizens Advice & Law Centre. This information is given in confidence
for monitoring purposes only and is not seen by anyone responsible for making
recruitment decisions.  However, if you would prefer not to answer any of the questions we
ask, please leave them blank.

References

All job offers are subject to the receipt of two satisfactory references.  One should be from
your current or most recent employer (or your course tutor if you have just left education).
The  other  should  be  someone  who  knows  you  in  a  work  related,  voluntary  or  academic
capacity.  Both  referees  should  be  able  to  comment  on  your  suitability  for  the  role.
References will only be taken up for successful candidates following interview.

Criminal convictions

Anyone who applies to work within Leeds Citizens Advice & Law Centre will be asked to
disclose details of unspent convictions during the recruitment process.

Having a criminal record will not necessarily bar you from working for Leeds Citizens
Advice & Law Centre but we are not able to employ anyone with a conviction for a sexual
offence against a child or vulnerable adult regardless of when the offence took place. All
other convictions will be considered on an individual basis.

Disclosure and Barring Service (DBS) disclosures are only requested where proportionate
and relevant to the post concerned. If the post for which you are applying requires a DBS
disclosure, this will be noted in the application pack.
Reviewed: 11.11.2025