CTSC Team Leader reference: 5828258282

We encourage applications from people from all backgrounds and aim to have a workforce that represents the wider society that we serve. We pride ourselves on being an employer of choice. We champion diversity, inclusion and wellbeing and aim to create a workplace where everyone feels valued and a sense of belonging. To find out more about how we do this visit:

https://www.gov.uk/government/organisations/ministry-of-justice/about/equality-and-diversity.

Rydym yn croesawu ac yn annog ceisiadau gan bawb, yn cynnwys grwpiau sydd wedi’u tangynrychioli yn ein gweithlu ar hyn o bryd, ac rydym yn ymfalchïo mewn bod yn gyflogwr o safon uchel sy’n denu llawer o ymgeiswyr. Ewch i https://www.gov.uk/government/organisations/ministry-of-justice/about/equality-and-diversity gael rhagor o wybodaeth am sut rydym yn hyrwyddo amrywiaeth a chynhwysiant yn y gweithle.

We have exciting opportunities available for Team Leaders to join the Courts and Tribunals Service Centres (CTSC) at our newest site, opening in Newport, Gwent.

The Courts and Tribunals Service centres are the administrative offices of the future and this is an exciting time to join us!

Providing hubs for telephony, assisted digital, case progression and hearing support, these centres will provide a consistent national service that enables cases to move through to conclusion smoothly and that provide the right support to the local judiciary.

The transformation of HMCTS is one of the most challenging and complex programmes in central government: by the time it completes in 2022/23, it will have radically changed how justice is done.

Spread nationally over several sites, these centres will be home to just under half of our workforce in total at the end of the transformation. We are working to reform a Justice system that has in the past relied heavily on paper-based processes and the CTSCs are among the first steps in being able to support a modern, digital Justice system.

This post will be based in Newport Gwent.

Due to current Covid restrictions there may be periods where you will be able to work remotely but you will be required to work in the office as required.

Role Purpose

This role will provide day-to-day management and leadership to CTSC Support Officers, which are likely to be 8-10 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 timelinessWork 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 performanceWork with the team and with other HMCTS teams to ensure business objectives and associated targets are met and team and individual performance is maintainedWork 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 performanceLiaise 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 jurisdictionsExcellent people management skills - to ensure team is working effectively together where necessaryKnowledge 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 usersKnowledge of, or willingness to learn, business processes - to be able to coach and support team where neededKnowledge 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 successKnowledge of, or willingness to learn, quality and performance standards and KPIsCoaching skills, to be able to support CTSC Support Officer team in improving service delivery

The salary for this post is set within EO range of £25,118 - £26,901

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

Existing civil servants applying on promotion will usually be appointed on the salary minimum of the pay band or with an increase of 10 percent on their existing base salary (restricted to the new pay band maximum), whichever is the higher.

Existing civil servants moving at the same grade will retain their existing remuneration package.

Hours

Standard full-time working hours are 37 hours per week across 5 days between Monday – Saturday. Operating business hours are between 8am to 8.30pm Monday to Friday. Work hours will be agreed with local line managers and in conjunction with the business needs of the role. Reduced hours working patterns that align with local business needs are available and, where this is required, please indicate your availability in your application.

Upon accepting a role, successful candidates will attend the first two weeks of their learning journey on a full-time basis and this schedule will be discussed at the point of offer. For candidates who work reduced hours, you will be paid for the additional hours they work and will revert to your agreed working pattern upon conclusion of the initial 2 weeks of learning.

Please refer to the Job Description and Candidate Pack attached below for further information on this role.