LEEDS CITIZENS ADVICE BUREAU

Job Pack

Money Advice 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 26th January 2026 at 9.00am
Interviews will be held from: Tuesday 3rd February 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 30th January you
should assume you are not being invited to interview on this occasion.

Applications should be sent to:

jobs@citizensadviceleeds.org.uk

Reviewed: 05/01/26

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.

Money Advice Team (MAT)
The existing team includes 4.5 full-time equivalent debt caseworker posts that are
funded through a mixture of Money and Pensions Service (MaPS) and grant funding.
The MAT helps over 1,000 clients a year to get their debts under control, maximise their
income, and understand the options available to find a debt solution that is right for their
situation.

Full details about the role can be found overleaf.

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The role

Job title

Money Advice Team Leader

Location

The role is based at the Leeds CALC offices in Leeds city centre,
& there is the opportunity for hybrid working

Salary

Hours

Scale 23-25 (£34,434 - £36,363 p.a. pro rata) + Pension
Contribution

Full-time or Part-time applications will be considered (28-35
hours per week)

Contract

Permanent

Reports to

Specialist Services Director

As Money Advice Team Leader, you will play a key role in ensuring our regulated debt and
moneyadvice   services   are   delivered   to   high   quality   standards   with   a   strong   focus   on
customer service. You will lead, motivate and support staff and volunteers to deliver a high
quality service, helping the team to achieve agreed targets and objectives.

Team Leaders across the service work together to deliver support for our clients and
ensure the smooth running of the service. Therefore the role will also involve supervision
of debt advice delivered as part of our Energy Affordability service and working closely
with other Team Leaders to ensure that all debt advice meets FCA regulation and MaPS
requirements.

This role will include the opportunity to further develop our service holistically in response
to client needs, e.g. by enhancing client support for vulnerable clients, to work with other
Team Leaders to ensure that clients gain access to the full range of our advice services,
and to develop your own and the team’s knowledge of related issues e.g. benefits, energy,
housing, immigration, etc.

Job description & person specification

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Main purpose and scope of job
The Team Leader is responsible for ensuring that the MAT meets the contractual
requirements for MaPS, including their quality standards and KPIs (including numbers of
clients helped) and maintains these to support the continued funding of the project.

They will provide consultancy and support to ensure all debt advice in the organisation is
delivered in accordance with the FCA’s quality standards, maintaining up to date
knowledge and accreditation in debt advice and casework.

The Team Leader provides day to day management for frontline staff and volunteers
delivering advice through face to face, telephone and digital channels. The post holder will
lead, coach and motivate their team to deliver quality debt advice and casework.

Duties and responsibilities

1. Service delivery

1.1.

In conjunction with the Specialist 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
(LCALC).

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 and KPIs are met

1.2.

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

1.3. Monitor service delivery, implementing improvements and changes as required.

1.4.

1.5.

Provide technical debt advice supervision and consultancy to staff and volunteers.

Undertake client work and maintain a caseload as required.

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

implement improvement plans where necessary.

1.7.

1.8.

In conjunction with the Specialist Services Director, lead on staff/ volunteer
recruitment as required.

Train new staff and volunteers, create learning and development plans, and
arrange appropriate coaching and mentoring for new recruits.

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

delivered for clients.

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2. Quality control and supervision

Line manage staff allocated to this post in accordance with LCALC policies

2.1
and procedures including coaching, mentoring, setting targets and objectives,
managing performance, and giving feedback.

Oversee MAT volunteers and trainees, ensuring they are supervised in

2.2
accordance with LCALC policies and procedures.

Through supervision identify the training needs of staff/ volunteers and agree

2.3
appropriate training and development objectives.

Conduct quality checks, including Independent File Reviews (IFRs) and

2.4
Quality of Advice Assessments (QAA) on advice provided in accordance with
LCALC procedures, FCA and funder requirements.

Take a lead role in the quality review process, maintaining up-to-date
2.5
resources for use by advisers and working with the Debt Quality Team at Citizens
Advice to disseminate best practice in debt advice across the team and service.

Lead regular team meetings and hold regular one-to-one supervision

2.6
meetings.

2.7 Develop and implement training and inductions with a focus on client care and

continuous improvement.

2.8 Deal with complaints in accordance with LCALC procedures.

3. Professional Development

3.1.

Keep up to date with legislation, policies and procedures relating to debt and
related advice areas and attend appropriate training.

3.2.

Obtain and maintain 16 hours of CPD per annum.

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 and annual review sessions.

4. Other duties and responsibilities

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

quality of advice and research & campaigns work.
Authorise expenditure in accordance with LCALC policies.

Provide cover for other Team Leaders and deputise for managers as required.
Provide reports for managers as required.

Participate in rota for opening/locking up premises.

4.2.

4.3.
4.4.

4.5.

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4.6.

4.7.

4.8.

4.9.

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

Contribute to the day to day running of the premises where the services are
provided including participation in a rota for opening/locking up premises..

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

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.

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

ensure the smooth running of the organisation.

Person specification

1. A minimum of two years’ recent experience of delivering
debt advice and casework through a range of channels

2. Hold a MaPS accredited qualification in debt advice to

caseworker or specialist level OR equivalent experience

3. Hold a MaPS accredited qualification to supervisor level

4. Authorised DRO intermediary OR willingness to achieve

this status

5. Experience of advising on benefits issues and identifying
and achieving income maximisation outcomes with clients

6. Experience of identifying and advising on related advice
issues e.g. consumer/energy, housing, immigration, etc
OR willingness to develop this knowledge

7. Experience of engaging with clients through a variety of

channels, e.g. face to face, telephone and digital channels

8. Proven ability and willingness to meet appropriate targets
(quality and quantity) set by funders and the organisation

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

10. Recent experience of conducting quality checks/file

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

11. Experience of the monitoring, managing and evaluation of

projects and performance

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Team Leader
Essential Desirable
✔

✔

✔

✔

✔

✔

✔

✔

✔

✔

✔

12. Excellent IT skills, including a thorough knowledge of

Google Workspace or equivalent, and experience of using
case management systems to carry out daily duties

13. Ability to work under pressure on a number of tasks and

meet competing deadlines, including problem-solving and
quick-thinking skills

14. Good literacy and numeracy skills relevant to the role and
a proactive approach to personal development and the
updating of skills and knowledge

15. Positive approach to leading a team and contributing to

wider organisation goals.

16. Ability to work flexibly to: meet service targets; participate
in a rota to cover delivery (8am-6pm); attend external
meetings for business purposes as required.

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

motivated and reliable.

18. Demonstrable commitment to Leeds Citizens Advice &
Law Centre’s values of fairness, equality and social
justice.

✔

✔

✔

✔

✔

✔

✔

Reviewed: 05/01/26

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

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● 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: 05/01/26

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: 05/01/26