Team Leader

3 weeks ago

Newport, United Kingdom Ministry of Justice Full time

**Team Leader - CTSC Newport - 76583**
**£25,827 - £27,170**
**Newport**:
**HM Courts and Tribunals Service**

**Directorate**: CTSC

**Grade**: EO

**Job Title**: Team Leader

**Location**: Newport

**Who are we?**

HM Courts & Tribunals Service (HMCTS) is an agency of the Ministry of Justice. We provide support for the legal system across England and Wales, ensuring justice works for everyone.
Our justice system defends our fundamental rights and freedoms. It is a cornerstone of our modern society and it must serve all those who call on it, when they call on it. From some of the most vulnerable people in our society, to families in crisis, claimants, and commercial businesses - we have a responsibility to deliver a Justice system that is accessible to everyone and operates efficiently.

**Role Purpose**

This role will provide day-to-day management and leadership to CTSC Support Officers, which are likely to be 12 staff, and will focus on the short to medium term direction of the team in cooperation with the other Team Leaders to ensure consistency. The role will be responsible for coaching the team on service improvement and ensuring the teams provide an accessible and inclusive service to diverse service users through great people service skills

**Key accountabilities include**:

- Coach, motivate and support CTSC Support Officers in their interactions with service users, both in terms of the quality and accuracy of interactions with service users, in line with quality standards, to ensure the delivery of a high-quality user focused service on a daily basis and delivering a service focused on quality as well as timeliness
- Work with Real-time Workforce Analysts to ensure service delivery is maintained during busy periods by making changes to the team’s workflow and activities to ensure consistent delivery of excellent service to users and to maintain effective team performance
- Work with the team and with other HMCTS teams to ensure business objectives and associated targets are met and team and individual performance is maintained
- Work with Quality Assessors on improvements in staff performance and either coach for improvement or refer to People Development team for skills and knowledge development to ensure focus is maintained on upholding or improving standards of service delivery to users and supporting effective individual performance
- Liaise with People Development team on development plans for staff and schedule development activity to ensure consistent levels of service to users is maintained and staff have the right knowledge and skills to meet various user needs
- Provide pastoral support for CTSC Support Officers in day-to-day management issues
- Lead the team in continuous improvement activity and feed this into the Continuous improvement workstream for CTSCs
- Work with Workforce Planning & Work Scheduling teams to ensure staff details are up-to-date for scheduling and planning purposes so that the CTSC has the right people with the right skills and knowledge available at the right time
- Provide support to CTSC Support Officer teams with difficult & complex issues, and escalate if necessary
- Ensure team and individuals maintain the essential required knowledge by enabling access to and checking staff have read relevant Knowledge articles to ensure their knowledge is accurate and up-to-date, and sharing information at daily TIB meetings, ensuring users are given the correct information they need, when they need it

**Person Specification**

To be successful in this post, you will demonstrate:

- Strong leadership skills - to visibly demonstrate and embed the new culture and ways of working for CTSC in delivering service excellence across all CTSC jurisdictions
- Excellent people management skills - to ensure team is working effectively together where necessary
- Knowledge of, or willingness to learn HMCTS people policies, including performance management, attendance management, grievance and disciplinary policies - to manage team effectively and ensure continued service delivery to users
- Knowledge of, or willingness to learn, business processes - to be able to coach and support team where needed
- Knowledge of, or willingness to learn, IT systems used in CTSC Support Officer team, including voice recording - to be able to review individual and team performance and analyse areas for improvement or success
- Knowledge of, or willingness to learn, quality and performance standards and KPIs
- Coaching skills, to be able to support CTSC Support Officer team in improving service delivery

**Hours**
There is a two-week induction that is full time but worked from home; and a 6-week training academy which is office based and full time where possible.

Please refer to the Role Profile attached below for further information on this role.

New recruits to the Civil Service joining MoJ are expected to join at the band minimum.

Existing civil servants moving at the same grade will retain th

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