Job Title & Grade: Team Supervisor EO
Contract Type: Permanent
Salary range (depending on location): National - £29,303 to £31,061
Please note that unless you are currently employed by the Civil Service and are earning more than the minimum above, if successful you will be offered the minimum for the grade depending on your location.
Location: Cardiff
Minimum Working Pattern:
If you are applying for a part time role, please note that in order to meet business demands we need cover for a minimum of 28 hours and to cover 4 days of the week, one of the working days must include a Monday.
To meet legal requirements, if you are between the ages 16-18 and you are a successful candidate, you will be required to complete an apprenticeship after your initial on the job training.
The Legal Aid Agency
We are an executive agency of the Ministry of Justice (MoJ). We are responsible for operationally administering the legal aid fund to provide criminal and civil legal aid advice to people in England and Wales.
Our people are at the heart of achieving excellence. Employing around 1,200 colleagues across England and Wales, we feel proud to have some of the best People Survey results in the Civil Service.
Case Management
The Case Management Directorate is the operational delivery function of the LAA, and our staff ensure that each year in excess of 500,000 new clients are able to access the justice they require, and that their providers are fairly remunerated for the delivery of the legal aid. With staff based across multiple sites we deliver services for those facing both criminal and civil legal problems including family, immigration, mental health, housing and exceptional funding cases.
The Legal Aid Agency (LAA) is responsible for making sure legal aid services from solicitors, barristers and the not-for-profit sector are available to the general public. Our work to administer legal aid is essential to the fair, efficient and effective operation of the civil, family and criminal justice systems and we work ly with legal providers and the wider Ministry of Justice (MoJ) to achieve our purpose. This commitment is at the heart of our day-to-day decision making and our work to improve legal aid services. The engagement and commitment of our staff is crucial to achieving our purpose. Together we show openness, honesty and commitment, and, of course, to deliver results.
Civil Billing Team
The Civil Billing team works ly with legal providers and the wider Ministry of Justice (MoJ) to deliver our purpose. Operating within Civil Case Management, the team is responsible for processing over 530,000 civil legal aid bills each year, with a total value in excess of £800 million. In addition, the team manages the recovery of secured debt from legal aid clients, returning more than £15 million annually to the Legal Aid Fund. We provide services that support people in need, and this commitment sits at the heart of our day-to-day decision-making and our work to continuously improve legal aid services.
The engagement and commitment of our staff are crucial to achieving this shared purpose. Together, we demonstrate openness, honesty, and commitment, with a clear focus on delivering results. The team is geographically diverse, with Legal Aid Agency (LAA) offices based nationally.
Job Summary
The role holder will primarily support the Team Manager in the effective supervision of the team, including work allocation, collation and analysis of performance statistics, people management and development of team members on a daily basis.
Key Responsibilities:
- Plan and allocate team resources to meet key performance indicators and targets, including quality and productivity. Collate and analyse data to inform decisions, reporting to the Team Manager, escalating issues as they emerge and helping to identify and implement effective solutions.
- Support team members to achieve their potential, including conducting performance conversations, career development conversations, absence review meetings, mentoring, coaching, setting objectives and developing training plans.
- Tackle problems with performance, understanding the causes and supporting staff to overcome these. Effectively manage both team and individual performance, addressing any issues as they arise in line with the HR policies.
Be aware of risks in- nt in internal processes, including Health and Safety and Information Awareness. Ensure risks are logged, relevant managers made aware and appropriate action taken.
- Support team engagement and communication, delivering team briefings and cascading messages. Take a leading role in team meetings, encouraging the sharing of views, ideas, and solutions.
- Take part in the recruitment and selection of staff: short listing, interview panels, deliver new starter inductions
If t- is capacity, the post holder may also undertake some caseworker tasks and deal with escalated/complex communications.
Essential Knowledge, Experience and skills
- Effective communication skills both written and verbal
- Effective analytical and numerical skills with proven ability to solve problems and make decisions
- Effective interpersonal skills
- Ability to feedback to others constructively
- Established knowledge of Microsoft office
Desirable Knowledge, Experience and skills
- Comprehensive knowledge of the Civil Billing workstreams and processes
- Experience of Coaching and Mentoring.
- Knowledge of key priorities for organisation and how these relate to and impact on specific business unit and across Case Management as a whole.
- Knowledge of information assurance
- Health & Safety Awareness
Person Specification –
- The role holder is someone who enjoys leading a team working in a fast-changing environment
Assessment approach
Application Process
To apply please provide a statement of suitability showing how you meet the essential criteria in no more than 750 words.
Your statement should demonstrate your ability to do all the essential criteria listed, using examples can help strengthen your application.
Please note we do not require a CV.
Please note that we only require a Statement of Suitability for your application. The wording on this advert may suggest that an Experience question is also required, however this is not necessary.
Interview / assessment Process
If you are successful through the application stage, you will be invited to an interview / assessment centre in person or via Microsoft Teams w you will be assessed against the following:
Strengths relevant to the role
The following Behaviours:
- Leadership
- Developing self and others
- Making effective decisions
Your Experience of implementing, promoting, or understanding diversity and inclusion policy - Diversity is the presence of difference, this can include one or more of the protected characteristics (Gender, Age, Race, Disability etc.) or it can be about working patterns, whether we like to jump into a task or reflect on it before acting. Inclusion is how we welcome, value, and celebrate diversity, giving everyone a voice, tapping into ideas, and enabling everyone to be themselves at work and achieve their potential.
For this grade/ role we would expect the candidate to demonstrate understanding of the terms Diversity and Inclusion and be able to explain why they are important to them and to w they work. Examples of action they have taken (in or outside of work) to embrace diversity (e.g., increasing understanding) or improve inclusion for others will increase the strength of their answer.
You will be required to undertake an Ability exercise assessing your communication skills. Information will be provided during the interview.
Shortlisting is planned for week commencing 20th July 2026
Interviews are planned for week commencing 3rd August 2026
If you would like more information on this opportunity, please contact – Owen McArdle, [email protected]
Our LAA commitment to Diversity and Inclusion
The Civil Service is committed to attract, retain, and invest in talent wver it is found. To learn more please see the Civil Service People Plan and the Civil Service Diversity and Inclusion Strategy.
As a Disability Confident organisation, we will offer a guaranteed interview to candidates with a disability who meet the essential criteria for this role. Under the Equality Act 2010 a disability is defined as a physical or mental impairment which has a substantial and long-term adverse effect on your ability to carry out normal day-to-day activities which has lasted, or is expected to last, at least 12 months.
If you are responding to a role within the Legal Aid Agency and would like to be considered under the guaranteed interview, please indicate this in your application and let us know of any reasonable adjustments you may require during the sift or later selection processes.
The LAA’s goal is to build an organisation that is open and inclusive and truly values and celebrates the diversity of its workforce. One that reflects and understands the needs of the diverse society we serve. This is regardless of social background, gender, age, ethnicity, sexual orientation, beliefs, disabilities or long-term illness or caring responsibilities.
Reasonable Adjustments
We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long-term condition (for example dyslexia, anxiety, autism, a mobility condition or hearing loss) and need us to make any reasonable adjustments to support you through the recruitment process, please let us know by adding the information to the applications system or emailing [email protected] after you have applied so that we can discuss options with you.
Complaints procedure
If you have any complaints about this recruitment activity, please share your concerns by emailing [email protected] initially. We aim to respond to any complaint within 10 working days.
