Housing & Debt Telephone Supervisor (Legal Aid)
| Posting date: | 16 June 2025 |
|---|---|
| Salary: | £29,867 to £34,132 per year |
| Hours: | Full time |
| Closing date: | 16 July 2025 |
| Location: | Derby, Derbyshire |
| Remote working: | On-site only |
| Company: | Citizens Advice Mid Mercia |
| Job type: | Contract |
| Job reference: |
Summary
Do you have a passion for working in the heart of your local community and are driven by making a difference? Then Citizens Advice Mid Mercia is the organisation for you.
Our free and independent advice helps people solve problems in a confidential and impartial manner. Whatever the problem, we won’t turn people away. We make a difference. Our trusted brand and the quality of our research mean we make a real impact on behalf of the people who rely on us.
We are looking for a Housing & Debt Telephone Supervisor to join our Specialist Telephone Advice Service.
You will be responsible for supervising the delivery of the Legal Aid Telephone Advice Service (TAS), offering telephone advice to clients in relation to housing and debt matters. This role is office based at Derby in a department which is a target driven, performance-based project.
apply here: https://www.citizensadvicemidmercia.org.uk/vacancies/camm-application-form/
We are looking for someone who:
• Has excellent communication skills
• Can manage own time effectively with a keen eye for detail
• Can complete tasks to the highest quality
• Can monitor and maintain own standards ensuring work is accurate
Full training and support will be given to the successful candidate to enable them to carry out their role
Responsibilities / Key Tasks:
• To supervise a team of caseworkers and administration staff to ensure the delivery of the service operating within the core hours and in accordance with the KPI targets
• advise and act on behalf of clients for housing and debt matters from instruction through to completion
• Comply with procedures set out in the Office Manual, Practice Manual of the Legal Services Department, professional standards and any requirement set by the Solicitors Regulation Authority (SRA).
• To provide a high-quality legal service to all clients.
• To develop and maintain good client relationship skills, gaining clients ‘confidence and that of other professionals.
What we offer in return:
• 28 days entitlement plus bank holidays pro-rata
• Full advice training is offered to all members of staff regardless of role to Advice Quality Standard (AQS)
• Opportunities for further training and continuous professional development
• Internal progression opportunities
• Supportive environment
• Remote/flexible working opportunities, subject to management approval
• Paid DBS application, where applicable
• 5% pension contributions
• 3 month’s full contractual pay for maternity, upon meeting qualifying criteria
• Potential additional permanent contracted hours, where the organisational need exists
We value the health & wellbeing of our teams, and this is very important to us. As such, we offer time out breaks and Telus Health Employee Assistance Programme for all staff and volunteers.
The essentials
• Salary: £29,867 to £34,132 per annum depending on experience
• Hours: 40hrs/wk
• Location: Derby City Office
• Contract: fixed-term until 31 August 2028
Please visit our website to find the full Job Description and Person Specifications for this role and a helpful Candidate Guide on our recruitment process - https://www.citizensadvicemidmercia.org.uk/vacancies
To apply - applications only via our website (https://www.citizensadvicemidmercia.org.uk/vacancies)
Or apply here: https://www.citizensadvicemidmercia.org.uk/vacancies/camm-application-form/
Potential Start Date: no later than 4th August 2025
Thank you for your interest in our vacancy. The above role is advertised on a rolling recruitment basis. We reserve the right to close the advert once a suitable candidate has been appointed. If you do not hear back from us within 15 working days, please assume that your application has been unsuccessful on this occasion. Please do not be discouraged from applying for other positions within our organisation.
We are a Disability Confident Employer
Citizens Advice Mid Mercia are an accredited (Level 1) Disability Confident employer, and values diversity and promotes equality. We encourage and welcome applications from suitably skilled candidates from all backgrounds. We follow the social model of disability which believes that it is the barriers created by society which disable people. We will use reasonable adjustments wherever possible to remove those barriers.
Our free and independent advice helps people solve problems in a confidential and impartial manner. Whatever the problem, we won’t turn people away. We make a difference. Our trusted brand and the quality of our research mean we make a real impact on behalf of the people who rely on us.
We are looking for a Housing & Debt Telephone Supervisor to join our Specialist Telephone Advice Service.
You will be responsible for supervising the delivery of the Legal Aid Telephone Advice Service (TAS), offering telephone advice to clients in relation to housing and debt matters. This role is office based at Derby in a department which is a target driven, performance-based project.
apply here: https://www.citizensadvicemidmercia.org.uk/vacancies/camm-application-form/
We are looking for someone who:
• Has excellent communication skills
• Can manage own time effectively with a keen eye for detail
• Can complete tasks to the highest quality
• Can monitor and maintain own standards ensuring work is accurate
Full training and support will be given to the successful candidate to enable them to carry out their role
Responsibilities / Key Tasks:
• To supervise a team of caseworkers and administration staff to ensure the delivery of the service operating within the core hours and in accordance with the KPI targets
• advise and act on behalf of clients for housing and debt matters from instruction through to completion
• Comply with procedures set out in the Office Manual, Practice Manual of the Legal Services Department, professional standards and any requirement set by the Solicitors Regulation Authority (SRA).
• To provide a high-quality legal service to all clients.
• To develop and maintain good client relationship skills, gaining clients ‘confidence and that of other professionals.
What we offer in return:
• 28 days entitlement plus bank holidays pro-rata
• Full advice training is offered to all members of staff regardless of role to Advice Quality Standard (AQS)
• Opportunities for further training and continuous professional development
• Internal progression opportunities
• Supportive environment
• Remote/flexible working opportunities, subject to management approval
• Paid DBS application, where applicable
• 5% pension contributions
• 3 month’s full contractual pay for maternity, upon meeting qualifying criteria
• Potential additional permanent contracted hours, where the organisational need exists
We value the health & wellbeing of our teams, and this is very important to us. As such, we offer time out breaks and Telus Health Employee Assistance Programme for all staff and volunteers.
The essentials
• Salary: £29,867 to £34,132 per annum depending on experience
• Hours: 40hrs/wk
• Location: Derby City Office
• Contract: fixed-term until 31 August 2028
Please visit our website to find the full Job Description and Person Specifications for this role and a helpful Candidate Guide on our recruitment process - https://www.citizensadvicemidmercia.org.uk/vacancies
To apply - applications only via our website (https://www.citizensadvicemidmercia.org.uk/vacancies)
Or apply here: https://www.citizensadvicemidmercia.org.uk/vacancies/camm-application-form/
Potential Start Date: no later than 4th August 2025
Thank you for your interest in our vacancy. The above role is advertised on a rolling recruitment basis. We reserve the right to close the advert once a suitable candidate has been appointed. If you do not hear back from us within 15 working days, please assume that your application has been unsuccessful on this occasion. Please do not be discouraged from applying for other positions within our organisation.
We are a Disability Confident Employer
Citizens Advice Mid Mercia are an accredited (Level 1) Disability Confident employer, and values diversity and promotes equality. We encourage and welcome applications from suitably skilled candidates from all backgrounds. We follow the social model of disability which believes that it is the barriers created by society which disable people. We will use reasonable adjustments wherever possible to remove those barriers.
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.