Citizens Advice Liverpool – Welfare Benefits Supervisor

Posts available: Multiple roles available including Part Time. Full time hours are 35 pw. Please indicate in your cover letter your preferred working hours per week.
Contract: Permanent.
Term: Full time & Part time.
Salary: £28,090 FTE – pro-rata for reduced hours.
Hours per week: 35 hours.
Reporting to: Project Coordinator.
Location: Hybrid – Remote and Office based, flexible options available across Liverpool, St Helens and Warrington.

Employer Bio

Citizens Advice Liverpool is a charity that provides free, confidential and impartial advice to people who live and work in the city. They depend on a workforce of paid staff and over 70 trained volunteers. They give people the knowledge and the confidence they need to find their way forward – whoever they are, and whatever their problem. They are the leading provider of advice and advocacy services in Liverpool and have helped clients with over 106,000 issues in 2022/2023.

Job Description

Key duties and responsibilities:

  • Work with a team of welfare benefit advisers to ensure effective support, supervision and appraisal
  • Maintain effective admin systems and records, work cooperatively with colleagues, encourage good teamwork and clear lines of communication
  • Provide specialist welfare benefits advice in person and via digital channels to a small number of clients to support the team target and continuous development
  • Make home/outreach visits as necessary inc Torus Foundation and Citizens Advice buildings
  • Act for the client where necessary by calculating, negotiating, drafting or writing letters, negotiating with third parties as appropriate
  • Prepare and present welfare benefits cases to the appropriate statutory bodies, tribunals and courts as appropriate, up to and including level 2 tribunal
  • Provide advice and assistance to colleagues across the whole range of welfare issues
  • Maintain detailed case records for the purpose of continuity of casework, information retrieval, statistical monitoring and report preparation
  • Carry out Quality of Advice Assessments and file reviews in accordance with agreed Advice quality standards and procedures
  • Assist with social policy, providing information to inform CAL Senior Leadership Team
  • Keep up to date with legislation, case law, policies and procedures relating to welfare and undertake appropriate training.


  • Create a positive working environment in which equality and diversity are well managed, dignity at work is upheld and staff perform optimally
  • Ensure that all work meets quality standards and the requirements of the funder
  • Attend relevant internal and external meetings as agreed with the line manager
  • Assist with initiatives for the improvement of services
  • Keep up to date with Citizens Advice Aims, policies and procedures and ensure these are followed
  • Abide by health and safety guidelines and share responsibility for your own health and safety and that of colleagues
  • Identify own learning and development needs and take steps to address these with your Line Manager
  • Key holder responsibility, opening and closing the building where necessary
  • Carry out any other tasks within the scope of the post to ensure the effective delivery and development of the service.

As well as a competitive salary CAL also provides access to:

  • Generous annual leave of 27 days plus bank holidays (with an additional day per year after 4 years’ service up to a maximum of 32 days plus bank holidays)
  • Hybrid Working Scheme
  • Interest-free travel loans
  • Employee Assistance Programme
  • Pension Scheme
  • Cycle to Work Scheme
  • Lifestyles Gym Membership (20% corporate discount)
  • Enhanced maternity, paternity, and adoption leave pay
  • Free VDU eye care test
  • Professional and advice sector recognised training.

To read the full job description and to apply, please click here.

Deadline: 23 August 2023 at 9 AM.

Interviews: 4 September 2023 on Teams.

Contact Details: recruitment@caliverpool.org.uk.

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