We’ve been nominated for a national award — and we want to share what we’ve learned

Citizens Advice LeicesterShire has been nominated as a finalist in the CIPD People Management Awards: one of the most respected accolades in the UK for organisations that truly invest in their people. 

The nomination recognises our internal leadership development programme, and the significant impact that this considered intervention has had for individuals, teams and clients. Leadership development matters in all sectors but is often neglected within the VCSE sector. Our training programme, however, has been game changing across our charity.

Where it started

Citizens Advice Leicestershire faced monumental changes and difficulties back in 2023 The sudden loss of our CEO, sustained pressure beyond the pandemic and the cost of living crisis had exposed structural vulnerabilities that could no longer be managed around. Staff vacancies peaked at 23%. Our national People Survey score was rated Red(requiring improvement) – against the national Citizens Advice Network average sitting firmly in Green. Our Leadership Self-Assessment showed gaps across governance, risk and equality leadership. Quality of advice scores were variable and declining. Sickness absence was running at 6.2%, above sector benchmark. The forecast deficit stood at £190,000.

When we asked staff and volunteers what was getting in the way, the answer was clear: better managers, more development, clearer direction. Line managers were named as the critical factor – not as a problem, but where real change could happen.. We knew if we invested in management capability, everything else would follow – including the quality of advice received by 14,000 people in crisis who depend on us to get it right.

Like many charities, we recognised that our managers were doing incredibly complex and high stakes work but without the dedicated management training to match. Off the shelf corporate training programmes rarely speak to the realities of the advice or voluntary sector – so our CEO decided to build something that better met our needs as a charity. Something grounded in our values, our context and the actual challenges managers face day to day at Citizens Advice LeicesterShire.

“When our managers thrive, the communities we serve benefit directly. Investing in leadership isn’t a luxury — it’s how we deliver on our mission.”

– Vicky Gutteridge, CEO, Citizens Advice LeicesterShire

Eight programme participants so far have been promoted. Sickness absence fell by 46%. Voluntary resignations halved to a four year low. Quality of advice scores moved from Red to Green, and stayed there. Our Leadership Self-Assessment rose to maximum scores across all domains, which was then independently validated by our clear AQS kitemark audit.

Now we want to share it

Following the success of the programme internally, we’re now offering our leadership training to other organisations. We know we’re not the only charity or values driven employer where managers are stretched, where leadership development has slipped down the priority list or where generic training just isn’t landing.

Our training can be tailored to your context, your team size and your goals. We offer: 

• Tailored leadership programmes for managers at all levels
• Facilitated workshops, group learning and one-to-one coaching
• Delivery by experienced practitioners who understand the sector
• Flexible formats — face-to-face, blended or online
• Competitively priced for the voluntary and public sector

If you would like to know more about our approach or our offer, please do not hesitate to contact Amy Foster, our Business Development Manager: Training and Mediation on