Job Pack

Advice Team 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 Citizens Advice & Law Centre  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.

Our Advice Team Supervisors oversee and deliver front line advice services across
Leeds Citizens Advice & Law Centre, managing high demand telephone and in person
services, providing consultancy for advisers and ensuring that quality procedures are
followed at all times.  The role is based at our modern and accessible city centre offices,
with the possibility of working from home for part of the week.

Further details about the role can be found overleaf.

Reviewed: 11.11.2025

The role

Job title

Advice Team Supervisor

Location

Leeds/Hybrid

Salary

Hours

NJC Scale points  18 - 22 (£31,537 - £33,699)

35 hours per week (Full Time)

Reports to

Team Leader

The aim of the post is to supervise and deliver front line advice services across Leeds
Citizens Advice & Law Centre. The Supervisor will have a lead focus on delivering high
quality advice services, casework, conducting quality checks and supporting, consulting
with and supervising volunteers and staff.  Advice will be delivered via a variety of
channels including telephone, face to face and digital.

Job description & person specification
1.  Service Delivery

1.1

In conjunction with the Team Leader develop and implement procedures that will
ensure effective and efficient services are delivered

1.2  Develop and implement training  and inductions with a focus on customer care and

continuous improvement

1.3  With the Team Leader, seek to ensure that the services achieve high quality ratings

in Citizens Advice Quality of Advice Audits for example through providing advice,
consultancy for others and case checking.

1.4  Ensure services are provided face to face, on the telephone and via digital channels

as required.

1.5  Carry our regular reviews, implement improvements and changes as require

1.6  Provide day to day advice session supervision, consultation and support to staff and

volunteers in accordance with organisational procedures

1.7  Conduct quality checks on information and advice provided in accordance with

Citizens Advice Leeds procedures and ensure a high standard of advice and record
keeping is maintained across the team.

1.8

In conjunction with the Team Leader, organise staff/ volunteer rotas to ensure the
service operates to agreed requirements, including checking planned absences and
managing unplanned absence

1.9

In conjunction with the Team Leader take part in staff/ volunteer recruitment as
required

Reviewed: 11.11.2025

1.10  Meet individual targets, set targets for the team and monitor performance

1.11

 Undertake client advice work, casework and maintain a caseload as required

1.12

 Ensure client enquiries are dealt with appropriately in line with Leeds Citizens
Advice & Law Centre procedures.

1.13  Work collaboratively with all departments to ensure quality services are delivered

for clients

1.14  Provide cover for other Team Supervisors as required

1.15  Authorise expenditure and disburse petty cash in accordance with policies.

1.16

 Deal with complaints in accordance with Leeds Citizens Advice & Law Centre
procedures.

2.

2.1

Paid staff and volunteer supervision

Line manage staff allocated to this post in accordance with organisational policies
and procedures including coaching, mentoring and setting targets and objectives

2.2  Provide support and supervision to volunteers and staff as required in accordance

with organisational policies and procedures

2.3

 Identify the training needs of staff/ volunteers and agree appropriate training and
development objectives.

3.

Professional Development

3.1  Keep up to date with legislation, policies and procedures relating to advice work and

attend appropriate training.

3.2      Attend relevant internal and external meetings as agreed with the line manager.

3.3      Participate in initiatives to develop and improve services.

3.4      Identify own training needs and agree with line manager training and development

activities to be undertaken.

3.5     Prepare for and attend supervision sessions.

4.

Other duties and responsibilities

4.1  Contribute to monitoring and evaluation of the service and provide reports as

requested for managers.

4.2      Use IT for case recording, document production, statistical recording and other

information required for reports on the service.

4.3      Promote the aims and principles of the Citizens Advice service.

4.4      Abide by IT, information assurance and equalities and diversity policies, health and

safety guidelines and share responsibility for own safety and that of colleagues.

4.5  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.

4.6     Carry out any other tasks that may be within the scope of the post to ensure the

effective delivery and development of the service.

Reviewed: 11.11.2025

Person specification – Advice Team Supervisor

1.  Recent experience (In last 3 years ) of delivering generalist advice

with an emphasis on Welfare Benefits

Essential  Desirable
✔

2.  Ability to provide consultancy and act as advice session supervisor

✔

to staff and volunteers

3.  Experience of delivering a casework service to clients

✔

✔

4.  Certificate in generalist advice work or equivalent qualification. Or

equivalent level of experience and skill in advice work

5.  Ability to support staff and volunteers, including consultancy, case
checking, giving feedback and addressing performance issues.

6.  Experience of engaging with clients face to face and  through

telephone and digital channels.

7.  Proven ability and willingness to meet appropriate targets, including

organizational objectives and funder targets.

8.  Experience of conducting quality checks/ file reviews, assessing

quality of advice and giving feedback

9.  Excellent IT skills with a thorough knowledge of IT office

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

10. Ability to work under pressure to meet deadlines.

✔

✔

✔

✔

✔

✔

11. Excellent decision making, organisational and problem solving skills  ✔

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

13. Positive approach to working in a team and contributing to wider

organisation goals.

14. Ability to work flexibly to meet service targets and to participate in a

rota to cover delivery.

15. Ability and willingness to travel for business purposes including,

training and other events as required.

16. Proactive approach to personal development and the updating of

skills and knowledge.

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

reliable.

18. Demonstrable commitment to Citizens Advice Leeds’ values of

fairness, equality and social justice.

✔

✔

✔

✔

✔

✔

✔

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