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Team Leader

2 weeks ago

Cwmbran, United Kingdom Ministry of Justice Full time

**Team Leader - Cwmbran - 72446**
**£25,827 - £27,170**
**Cwmbran**:
**Criminal Fines Collection and Enforcement**

**Job Title**:Team Leader

This is a general job description covering the likely scope of work of the post holder.

**Pay Span or equivalent**: EO

**Background**

**About Criminal Fines Collection and Enforcement**

The Criminal Fines Collection and Enforcement Service plays a central role in delivering justice by working alongside the criminal courts in England and Wales to ensure convicted parties comply with fines and other financial penalties imposed by the courts. Enforcement is a large and complex business unit, employing over 1200 staff across multiple locations across England and Wales through which flows some £500m per annum. You will help deliver HMCTS’ responsibilities for the enforcement of Fines, Confiscation Orders, Community Penalty Breach Warrants, and other Enforcement work.

**Overview**

HMCTS is embarking on a period of significant change. Strong leadership is a critical element in this being successful. Jobholders who have responsibility for managing staff will be required to provide clear direction and focus, visibly championing the changes which deliver greater efficiencies. The HMCTS Delivery Directors expects managers in the organisation to operate in a culture of openness and honesty, demonstrating a commitment to change through involvement and empowerment, and by delivering results.

**The key purpose of the role is to**
- Manage and plan the workload of a team which provides administrative support and excellent customer service to all stakeholders, judiciary, and management.
- Lead and manage a team of staff, ensuring that its members are organised, and fully skilled to meet their work objectives, using Lean TIBs, SOPs and other continuous improvement tools.
- To assist in the delivery of performance against targets.
- To takeover call escalations from contact centre staff and speak to irate customers.

**Key responsibilities**

**Operations**
- Lead the implementation of efficient and consistent administrative practices, procedures, and standards, identifying and implementing solutions to identified problems.
- Manage resources (including staff and facilities) to ensure excellent customer service to all stakeholders, judiciary, and management.
- Monitor key performance areas, analysing performance trends and making recommendations for improvement to the Delivery Manager.
- Listen to calls from contact centre staff to perform quality checks
- Conduct ongoing reviews of procedures and work practices and manage the implementation of new initiatives and legislation.
- To provide written and verbal advice to queries from staff and HMCTS users.
- Contribute to the delivery of operational, performance and service standard targets.
- Provide statistical data for the management team and judiciary.
- Deal with any accommodation issues that arise and liaising with estates/ facilities and/or contractors as required.
- Contribute to the business plan, with particular focus on the team’s area of work.
- Monitor and proactively report on HMCTS assurance programme and contribute to ongoing development.
- Ensure the risk management system and standards are applied by all staff in line with HMCTS/MOJ policy.
- Ensure Governance and Assurance around the safe and secure receipt, accounting and transfer of both money and personal data.
- Alert others, as appropriate, to risks which are not capable of local resolution.
- Deputise for the Delivery Manager as necessary.
- Deal with customers and complaints and address root causes of complaints.
- LEAN principles, tools, and techniques to working practices to improve efficiency of operations.

**Team leadership**
- To performance manage staff through regular quality checks and call listening.
- Lead a team of staff ensuring that its members are organised, and fully skilled to meet their work objectives. Effectively managing both team and individual performance, addressing any issues as they arise, in line with HR policy.
- Assign responsibilities for action and monitoring progress against plans.
- Ensure that performance management and reward & recognition systems are utilised effectively throughout area of responsibility, ensuring consistent standards through benchmarking, and encouraging and rewarding good ideas and creativity.
- Plan, co-ordinate and organise training and development for staff. Ensuring that learning & development needs of all staff, including inductees, are identified, and met.
- Identify staff potential and develop in line with business and individual needs.
- Identify recruitment needs and retention issues, assessing resource requirements against demands.
- Be responsible for health and safety issues for the team and their immediate working environment.
- Take a lead in employee engagement activities to maintain good working relationships with staff and to improve service delivery and staff morale / motivatio