CLA Supervisor

About The Role

As CLA Supervisor, you’ll provide day-to-day leadership, supervision and support to a remote telephone advice service that delivers initial advice, casework, negotiations and, where needed, preparation for court and tribunal proceedings.

You’ll play a central role in supporting service quality, managing performance, monitoring contract requirements and helping the team continuously improve. You’ll balance people leadership with compliance, reporting and client-focused service delivery.

What you'll be doing

• You’ll lead and support a team of advisers, senior advisers and trainees, overseeing supervision, appraisals, probation, training, sickness and reasonable adjustment support.
• You’ll manage day-to-day service delivery, including case allocation, caseload monitoring, team meetings, service capacity and team development, while ensuring training and CPD requirements are met.
• The role will also involve managing referrals and service targets, monitoring KPIs, quality standards and advice recording, and taking action where improvements are needed.

What We’re Looking For

We’re looking for someone who can give and receive feedback in a fair, sensitive and constructive way, and who feels confident having respectful challenge conversations when needed. You’ll bring experience of supporting and managing the performance of staff and volunteers, helping to create a positive environment where people feel encouraged, supported and able to do their best work.

• You’ll enjoy coaching and developing others, working alongside people to help them achieve agreed goals and objectives.
• You’ll also be confident using data to understand performance, spot themes and share clear, useful reports with senior managers and stakeholders.
• You’ll be comfortable building relationships with teams in different settings, whether colleagues are office-based, remote or working across services.
• You’ll be able to explain complex information in a clear, accessible way and adapt your communication style across a range of channels, particularly digital ones.

Experience delivering advice to clients within the relevant specialism would be a real advantage, especially if you have worked under legal aid funding and understand eligibility, scope and the funding options available.

This is an opportunity to play a central role in a specialist legal advice service, supporting a skilled team while helping clients facing discrimination and other challenging legal issues.

If you are an experienced people manager with a commitment to equality, excellent client service and continuous improvement, we would love to hear from you.