Job title: Team Leader

Salary: PO2 £39,862 - £42,839

Hours: 37 hrs

Contract: Permanent

Location: Merrion House, 1st Floor West, 110 Merrion Centre, LS2 8BB with Hybrid Working in place

Join Us in Making a Difference

Leeds City Council is seeking an experienced and motivated Team Leader to join our Welfare Rights Service. This is an exciting opportunity for an individual with strong leadership skills and specialist welfare benefits knowledge to help shape and deliver a high quality advice service for residents across Leeds.

As Team Leader, you will play a key role in supporting and developing a team of Welfare Rights Workers, ensuring customers receive accurate, accessible, and responsive support during challenging times. You will work closely with the Section Manager to drive service excellence, continuous improvement, and positive outcomes for citizens.

About the Role

You will provide day to day leadership, supervision, and operational management of the Welfare Rights team while also acting as deputy for the Section Manager when required. The successful candidate will contribute to service planning, staff development, performance management, and partnership working across the city

Key responsibilities include:

Leading and supporting a busy frontline welfare advice team
Ensuring high standards of customer service and case management
Delivering specialist welfare benefits guidance and support
Monitoring performance targets and service outcomes
Supporting staff training, wellbeing, and professional development
Developing effective relationships with partner agencies and stakeholders
Ensuring compliance with safeguarding, data protection, and Council policies
Contributing to service improvement and operational efficiency initiatives

About You

We are looking for a confident and professional leader who is passionate about supporting residents and improving services. You will have experience of leading teams in a customer-focused environment and possess excellent communication, organisational, and problem-solving skills.

You will also demonstrate:

Extensive knowledge of welfare benefits and welfare rights legislation
Experience of managing performance and supporting staff development
The ability to interpret complex legislation and policy changes
Strong decision-making and conflict-resolution skills
Experience of working collaboratively across services and organisations
Commitment to equality, diversity, inclusion, and excellent customer

If you are an experienced welfare rights professional ready to take the next step in your leadership career, we would love to hear from you.

What We Offer

We take pride in offering the best employee experience, with benefits including:

a competitive salary and annual leave entitlement plus statutory holidays
membership of the West Yorkshire Pension Fund with generous employer contributions
flexible and hybrid working arrangements subject to service requirements

a clear career pathway and continuing professional development opportunities
a range of staff benefits to help you boost your wellbeing and make your money go further

How to apply

Please complete the online application form.

Read our guidance for further advice on completing your application.

If you have any queries or would like an informal chat about the role please contact Diane Coombes, Section Manager. Call 0113 3788394 or email diane.coombes@leeds.gov.uk

A Disclosure and Barring Service (DBS) check against the Children’s or Adults’ barred list as applicable will be carried out on preferred candidates. Read our recruitment of ex-offenders policy.

We welcome applications from everyone and actively seek a diverse range of applicants from all backgrounds and cultures. We particularly encourage applications from, but not limited to, women, carers, veterans as well as LGBT+, ethnically diverse, disabled and care experienced people.
This role is based in the UK. Home Office guidance states that candidates must evidence their right to work in the UK prior to commencing employment, either as a UK or Irish citizen, under the EU Settlement scheme or having secured any other relevant work visa.

If you do not have the right to work in the UK, you must consider your own eligibility for sponsorship for a particular role through the Skilled Worker visaroute before applying. To be eligible for sponsorship you'll usually need to be paid the standard salary rate of at least £41,700 per year or meet one of the other eligibility criteria. Please ensure you are eligible before applying.

Job Description

Job purpose

To provide effective day-to-day leadership, management, and supervision of Welfare Rights Workers, ensuring the delivery of a high-quality, customer-focused advice service that meets agreed standards and service objectives.

The postholder will deputise for the Section Manager as required and provide specialist welfare benefits expertise, guidance, and consultancy support to Welfare Rights staff and other relevant colleagues across the organisation.

Key Responsibilities

Support the ongoing development and continuous improvement of an efficient and effective advice service.
Work collaboratively with internal departments, partner agencies, and external organisations to deliver an accessible city-wide service for the residents of Leeds.
Assist the Section Manager in developing action plans, setting performance targets, monitoring service standards, and evaluating outcomes.
Produce, maintain, and analyse accurate statistical and management information as required.
Review and improve operational processes and procedures to maximise efficiency and service effectiveness.
Maintain up-to-date knowledge of welfare benefits legislation and ensure relevant updates and guidance are communicated to Welfare Rights Workers and Assistant Welfare Rights Workers.
Design and deliver training sessions and awareness workshops where appropriate.
Produce clear and informative guidance materials to support staff knowledge and understanding of welfare benefits issues.
Provide specialist welfare benefits advice and consultancy to colleagues and offer direct support to customers where required.

Staff Management Responsibilities

Undertake day-to-day supervision and leadership of staff, including:

Managing front-line service delivery and ensuring resources are used effectively to maintain service standards.
Identifying training and development needs and supporting staff progression.
Conducting performance reviews, supervision meetings, and appraisals.
Managing attendance in line with Council policies and procedures.
Promoting effective communication through team meetings and one-to-one discussions.
Ensuring compliance with all Council policies relating to staff wellbeing, including Display Screen Equipment (DSE) requirements, lone working arrangements, and workplace risk assessments.
Assume responsibilities appropriate to the grade of the post in the absence of the Section Manager.
Contribute to the effective management and monitoring of team budgets.
Work flexibly to meet changing service demands and operational priorities.
Ensure staff understand and comply with safeguarding policies and procedures.
Ensure adherence to Data Protection and Information Governance legislation and best practice.
Promote equality, diversity, and inclusion in all aspects of service delivery and people management, with a focus on achieving equitable outcomes.
Carry out duties in accordance with Leeds City Council values and behaviours.
Undertake any other duties commensurate with the level and responsibilities of the post.
Promote positive staff wellbeing by fostering a supportive and inclusive working environment, encouraging work-life balance, and ensuring staff can access appropriate wellbeing resources and support.

The duties outlined above are not exhaustive and may include other responsibilities consistent with the nature and grading of the post.

Qualifications Minimum Grade C/4 GCSE (or equivalent) in English and Mathematics.

Essential requirements Candidates will only be shortlisted if they can demonstrate that they meet all the following essential requirements.

Skills

Proven ability to lead and manage a team effectively.
Ability to respond sensitively and professionally to a broad range of enquiries and issues.
Ability to maintain confidentiality and handle sensitive information appropriately.
Strong performance management skills, including the ability to set clear objectives and monitor outcomes.
Ability to maintain accurate case records and undertake complex calculations.
Effective conflict resolution and problem-solving skills.
Excellent verbal and written communication skills.
Ability to work effectively under pressure and manage competing priorities.
Ability to prepare reports and present statistical information clearly.
Ability to contribute to recruitment and selection processes.
Excellent organisational and time-management skills.
Ability to support budget management in accordance with Leeds City Council financial procedures.
Ability to interpret legislative and policy changes and implement appropriate recommendations.

Knowledge / Qualifications

Extensive knowledge of welfare benefits and welfare rights issues.
Good understanding of the public sector environment.
Knowledge of HR policies and procedures.

Experience

Experience of leading teams to deliver responsive, target-driven services.
Experience of working within a customer service environment.
Experience of reviewing and improving working practices and procedures to enhance performance.
Experience of supporting staff and team development.
Experience of using a range of IT systems and software packages.
Experience of adapting to changing operational demands.
Experience of managingchallenging customer interactions professionally and effectively.

Essential behavioural and other characteristics

Understand and embrace Leeds City Council values and behaviours and codes of conduct
Committed to continuous improvement in all areas and work towards delivering the Leeds Ambitions of health and wellbeing, inclusive growth, thriving strong communities, and a resilient sustainable city
Able to understand and observe Leeds City Council policies and procedures
Carry out duties having regard to an employee’s responsibility under Health, Safety and Wellbeing
Participate in appraisal, training and development activities to ensure up, to date knowledge and skills
Be aware of and support difference and ensure equality for all working in an anti-discriminatory manner, upholding equality and diversity of Leeds City Council
Recognise and appropriately challenge any incidents of racism, bullying, harassment, victimisation, and any form of abuse, reporting any concerns to the appropriate person
Flexible and adaptable to change to assist other services as required commensurate to grade.
The Council has adopted a flexibility protocol and the role will be expected to work within these parameters