About the job

Job summary

Please refer to job description.

Job description

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.

HM Courts & Tribunals Service 

Directorate: Operations

Job Title: Team Leader 

Location: Central Group (with regular travel to City of London MC & Westminster)

Duration: Permanent contract

Pay Span or equivalent: EO 

Salary: London (within M25): £31,169 - £32,760 

Background:

HM Courts & Tribunals Service (HMCTS) is an agency of the Ministry of Justice and provides the supporting administration for the judiciary across England and Wales. It presently delivers services to the public directly in court and tribunal buildings, remotely via business centres and through limited services via the internet. HMCTS’s ambition is to improve the services we deliver to the public directly in court and tribunal buildings, design new Courts & Tribunals Service Centres to deliver a national business and enhance our digital on-line services.

Consequently, there are high expectations of all staff regardless of the job they do, and high performance is expected from everybody. The organisation is continuously adopting new or better ways of working to ensure that it focuses on just that which is essential.  EO grade staff will need to display a commitment to the following key principles: continuous change, managing uncertainty and improving performance. All those appointed to new roles in HMCTS must be wholeheartedly committed to these principles and evidence this in their application.

Key Purpose:

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.

•    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 TIBs, SOPs and other continuous improvement tools.
•    To assist in the delivery of performance against targets.
•    Take responsibilities of Building Champion:

o    Promote yourself as a single point of contact for HMCTS operational colleagues and Judiciary on matters relating to your building.
o    Monitor the effect of building problems on operational activity and provide insight into local operational priorities and issues to support FM decision making.
o    Keep colleagues and judiciary informed of relevant building-related activities and issues.
o    Attend regular meetings with FM colleagues and external FM service partners to inform performance evaluation.
o    Work with FM colleagues to minimise the impact to operations whilst works are in progress and keep staff and court users informed.
o    Engage with the local Facilities Manager and the FM helpdesk to support the delivery of required estate works.

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.
•    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.

Team Leadership    
•    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 / motivation.
•    Ensure staff are aware of HMCTS strategic objectices/and or updated in relation to corporate messages.
•    Role model HMCTS values, and apply policies and procedures (including diversity, attendance and discipline).
•    All EO grade staff are expected to perform other management roles in addition to their own role

Processing and Managing Casework    
•    Work with staff to ensuring that casework is appropriately managed, providing advice where process deviations have occurred. 

Calculations and Analysis
•    Identify and implement solutions to local problems, referring more complex problems to a Cluster Delivery Manager.

Communicating - with the public, juries, the judiciary, other court and tribunal users and representatives of other agencies and organisations    
•    Maintain effective working relationships with the judiciary, supporting agencies, voluntary and user groups. Working with agencies to improve the level of service offered to users. 
•    Provide feedback to staff, judiciary and other stakeholders on performance against targets.
•    Think beyond own area of responsibility, considering wider policy and organisational implications of issues.
•    Attend and contribute at meetings of relevant User Groups.

Representation    
•    Represent the function you have been assigned to at an operational level

Specialisms    
•    Have a working knowledge of functions undertaken within the Cluster, to support the development and review of policies and procedures. 
•    Provide specific functions as directed by line management in line with the SOP for providing that service. 

Accountability
•    Reporting to Delivery manager. 

 Building Champion
•    Promote yourself as a single point of contact for HMCTS operational colleagues and Judiciary on matters relating to your building.
•    Monitor the effect of building problems on operational activity and provide insight into local operational priorities and issues to support FM decision making.
•    Keep colleagues and judiciary informed of relevant building-related activities and issues.
•    Attend regular meetings with FM colleagues and external FM service partners to inform performance evaluation.
•    Work with FM colleagues to minimise the impact to operations whilst works are in progress and keep staff and court users informed.
•    Engage with the local Facilities Manager and the FM helpdesk to support the delivery of required estate works.

Other Duties:

The post holder is required to work in a flexible way and undertake any other duties reasonably requested by line management which are commensurate with the grade and level of responsibility of this post.

Operational Delivery in HMCTS:

This role is part of the Operational Delivery Profession. Operational delivery professionals are the outward face of government, providing essential services to the public in a variety of roles. They work in many different departments and agencies across the breadth of the UK, delivering service to customers in

•    Face-to-face roles in HMCTS, for example a court usher
•    Contact Centre roles in HMCTS for example call centre advisers
•    Processing roles in HMCTS for example Staff at the County Courts Money-Claims Centre and Courts and Tribunal Administration

Being part of the operational delivery profession means belonging to a cross-government community of people.  This will offer you access to information on professional standards, skills development and qualifications to help you continue to improve your development and performance and expand your career options.

Essential Skills & Criteria:

To be successful in this role, you should have the following:

•    Experience of working in an administrative role in a customer focussed environment
•    Proficient with IT and Microsoft Software packages
•    Excellent communication and organisational skills

Application Process:

To apply for this position please complete the online application form, ensuring you provide the following:

•    A 250-word suitability statement against the ‘Leadership’ Success Profile Behaviour (Level 2)

•    A 250-word suitability statement providing evidence of your personal skills, experience, strengths and behaviours relevant to the role, as outlined in the Essential Skills & Criteria and Key Responsibilities above. 

In the event we receive a large volume of applications, we will sift using the lead Success Profile Behaviour:
Leadership.

If selected for interview, you will be tested against the following Success Profile Behaviours (Level 2):

•    Leadership
•    Making Effective Decision
•    Communicating & Influencing

Interviews will also test four Strengths. 

Interviews for this campaign will be conducted in person at a central London location. 

Further information on Success Profile Experience, Behaviours and Strengths, as well as the required standards for this post (Level 2), can be found at:
https://www.gov.uk/government/publications/success-profiles 

If we receive applications from more suitable candidates than we have vacancies for at this time, we may hold suitable applicants on a reserve list for 12 months, and future vacancies requiring the same skills and experience could be offered to candidates on the reserve list without a new competition.

We welcome and encourage applications from everyone, including groups currently underrepresented in our workforce and pride ourselves as being an employer of choice. To find out more about how we champion diversity and inclusion in the workplace, visit: 
https://www.gov.uk/government/organisations/ministry-of-justice/about/equality-and-diversity 

The MoJ is proud to be Level 3 Disability Confident. Disability Confident is the approach through which we offer guaranteed interviews for all people with disabilities meeting the minimum criteria for the advertised role as set out in the job description.

Location:

Whilst the post holder will be allocated to a specific office base, there may be a need for flexibility to work on an ad hoc or regular basis at other local HMCTS sites / courts.  Where applicable, associated travel cost / time will be applied in line with organisational policies.

Terms & Conditions:

Working Hours / Pattern:
These operational roles are customer facing, requiring successful applicants to be office based to provide HMCTS services to the public.  Standard full time working hours are 37 hours per week. HMCTS welcomes part-time, flexible and job-sharing working patterns, where they meet the demands of the role and are agreed prior to appointment. All applications for part-time, flexible and job-sharing working patterns will be treated fairly and, on a case-by-case basis in accordance with the MoJ’s Flexible Working policy.

Excess Fares and Relocation Allowances
This job is not eligible for relocation allowances, but excess fares may be considered in accordance with MoJ’s excess fares allowance policy.

Further Information:

The Civil Service Code sets out the standards of behaviour expected of civil servants. We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles. The Civil Service embraces diversity and promotes equality of opportunity.  As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

Appointment to the Civil Service is governed by the Civil Service Commission’s Recruitment Principles. If you feel a department has breached the requirements of the Recruitment Principles and would like to raise this, please contact SSCL (Moj-recruitment-vetting-team in the first instance. If the role has been advertised externally (outside of the Civil Service) and you are not satisfied with the response, you may bring your complaint to the Commission. For further information on bringing a complaint to the Civil Service Commission, please visit their web pages: http://civilservicecommission.independent.gov.uk/civil-service-recruitment/complaints/

Person specification

Please refer to job description.

Benefits

Alongside your salary of £31,169, HM Courts and Tribunals Service contributes £8,446 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

Things you need to know

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths and Experience.https://justicejobs.tal.net/vx/candidate/cms/About%20the%20MOJ

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check. Successful candidates must meet the security requirements before they can be appointed. The level of security needed is counter-terrorist check (opens in a new window).

See our vetting charter (opens in a new window). People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window). The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.