Energy Team Leader

Job Pack

Energy Team Leader

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: Monday 2nd February 2026 at 10am
●  Interviews from 9th February 2026

Applications  received  after  the  closing  date  and  time  will  not be considered. Please also
note that CV’s 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 2nd March you
should assume that you are not being invited to interview on this occasion.

Applications should be sent to

jobs@citizensadviceleeds.org.uk

Reviewed: 6.1.2026

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 Team Leaders 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.

Further details about the role can be found overleaf.

Reviewed: 6.1.2026

The role

Job title

Energy Team Leader

Hours/Term

Permanent

Up to Full Time (35 hours) (Part time hours may be considered)

Reports to

Advice Services Director

Location

Leeds City Centre / Hybrid

Salary

Scale 23-25 (£34,434 - £36,636) pro rata

Job description

Main purpose and scope of job
The role of the Energy Team Leader is to provide day to day management for front line
services, including face to face, telephone and digital services across Leeds Citizens
Advice & Law Centre with a focus on the Energy Team who give Energy and Welfare
Benefits Advice. The post holder will lead, coach and motivate their team to deliver high
quality advice services, conducting quality checks and supporting, consulting with and
supervising volunteers and staff.

The Team Leader will provide first line management support and supervision to the staff
and volunteer team and a key part of this role will be ensuring consistently accessible and
high quality advice is provided to clients.

You will lead a team of staff and volunteers to support clients experiencing multiple
complex issues, therefore strong oral and written communication skills are essential, as is
the ability to listen, engage and empathise. You should be organised and resilient, with the
ability to work independently on a number of tasks to meet deadlines, and work with others
across the service to provide holistic support.

You  will  be  a  good  team  player  and  work  with  other  Team  Leaders  to  ensure  that  high
quality advice is provided to clients, targets and KPIs are met, and contribute to the overall
smooth operational running of the service.

Duties and responsibilities

1.  Service delivery

1.1.

In conjunction with the Advice Services Director you will:

1.1.1.  Develop and implement procedures that will ensure effective and efficient

advice services are delivered at Leeds Citizens Advice & Law Centre.

Reviewed: 6.1.2026

1.1.2.  Develop, implement and supervise systems for service delivery.

1.1.3.  Ensure that the designated services are delivered in accordance with our

policies and procedures and achieve ‘Green’ ratings in Citizens Advice
quality of advice audits.

1.1.4.  Ensure that service delivery targets are met and organise rotas accordingly.

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

continuous improvement.

1.3.

Ensure services are provided during advertised opening times and within agreed
time commitments.

1.4.  Carry out regular service reviews, implementing improvements and changes as

required.

1.5.

Provide cover for advice session supervision to staff and volunteers in accordance
with LCALC procedures.

1.6.  Undertake client work if necessary including follow-up and casework as required.

1.7.  Meet individual targets, set targets for the team and monitor performance.

1.8.  Conduct quality checks on advice provided in accordance with LCALC procedures

and ensure that a high standard of record-keeping is maintained.

1.9.

In conjunction with other team leaders and managers take part in staff/volunteer
recruitment as required.

1.10.  Work collaboratively with all LCALC departments to ensure quality services are

delivered including providing cover in the City Centre Hub 2-3 days a week.

1.11.  Provide cover for other Team Leaders and deputise for Managers as required.

1.12.  Authorise expenditure and disburse petty cash in accordance with LCALC policies.

1.13.  Deal with complaints in accordance with LCALC procedures.

1.14.

In conjunction with the Advice Services Director liaise with the NPG and any other
stakeholders as necessary.

1.15.  Produce Performance Reports as required by the organisation and the

stakeholders.

2.  Paid staff and volunteer supervision

2.1.

2.2.

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

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

2.3.

Through supervision 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 and
attend appropriate training.

3.2.  Develop and maintain Citizens Advice competences for the roles of Adviser, Advice

Session Supervisor, and Training Supervisor.

Reviewed: 6.1.2026

3.3.

3.4.

3.5.

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

Participate in organisational initiatives to develop and improve services.

Identify own training needs and agree with line manager training and development
activities to be undertaken.

3.6.

Prepare for and attend supervision sessions.

4.  Other duties and responsibilities

4.1.  Maintain professional relationships with local agencies in order to further good

4.2.

4.3.

4.4.

quality of advice and research & campaigns work.

Provide reports for managers as required.

Participate in rotas for opening/locking up premises.

Abide by and assist in the implementation of organisational policies and
procedures including Health & Safety, IT, information assurance and equalities and
diversity policies.

4.5.  Contribute to the day to day running of the premises where the services are

provided.

4.6.

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.

4.7.

Promote the aims, policies and membership requirements of the Citizens Advice
service.

4.8.  Undertake any other reasonable duties as may be required from time to time to

ensure the smooth running of the organisation.

Reviewed: 6.1.2026

Person specification - Energy Team Leader

Team Leader
Essential  Desirable
✔

✔

✔

✔

✔

✔

✔

✔

✔

1.  Recent experience (12 months in the last 3 years) of

delivering or supervising generalist advice (with a focus on
Energy and Welfare Benefits), working to Advice Quality
Standards.

2.  Thorough knowledge of advice subjects at generalist level,

including Energy advice, welfare benefits and debt.

3.  Experience of engaging with clients through face to face,

telephone and digital channels.

4.  Proven ability and willingness to meet appropriate targets,
including organizational objectives and funder targets.

5.  Certificate in generalist advice work or equivalent

qualification, or equivalent level of experience and skills in
advice work

6.  Experience of line management of staff and/or formal
supervision of volunteers including performance
management, setting objectives, identifying training needs
and mentoring

7.  Experience of conducting quality checks/file reviews,

assessing quality of advice and giving feedback in line with
organisational procedures

8.  Experience of producing performance reports for

Management and Stakeholders/

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. Evidence of MaPS Accreditation - advice work, casework

and court representation levels

11. Ability to work under pressure to meet deadlines.

12. Excellent decision making, organisational and problem

solving skills

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

14. Ability to remain resilient under pressure, including when
dealing with emotional issues, and work on a number of
tasks, meeting deadlines

15. Positive approach to working in a team and contributing to

wider organisation goals.

✔

✔

✔

✔

✔

Reviewed: 6.1.2026

16. Ability to work flexibly to meet service targets and to
participate in a rota to cover delivery (8am-6pm).

17. Ability and willingness to travel for business purposes

including, training and other events as required.

18. Proactive approach to personal development and the

updating of skills and knowledge.

19. Professional work ethic: honest, conscientious,

self-motivated and reliable.

20. Demonstrable commitment to Leeds Citizens Advice & Law

Centre’ values of fairness, equality and social justice.

✔

✔

✔

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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.

Reviewed: 6.1.2026

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

●

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.

Reviewed: 6.1.2026

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
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

Reviewed: 6.1.2026

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: 6.1.2026