Team Leader: Drive Service Excellence & Performance

Proud to serve. Proud to keep justice going. Our Team Leaders play a critical role in helping deliver justice. This role will enable you to demonstrate and develop your leadership skills. You’ll be responsible for making sure your team deliver excellent customer service to service users, mediators, judiciary and management.

Your role: Leading a team of contact staff, you’ll focus on the service we offer our customers and ensure that your team are fully skilled to meet their objectives. As an effective Team Leader, you’ll recognise the importance of the team’s overall wellbeing and can motivate your team to succeed. You will contribute to the delivery of operational, performance and service standard targets and provide statistical data for the management team. Your keen eye for detail and desire for continuous improvement is key to your success. Monitoring and analysing performance areas and trends, conducting ongoing reviews of procedures and work practices is essential, as is your ability to successfully recommend improvements, navigate change and manage the implementation of new initiatives and legislation. This is a challenging and rewarding role, key to the smooth running of operational functions throughout HMCTS. We’re committed to helping you develop your leadership skills, through our HMCTS leadership offer. This provides a wide range of activities from development programmes to accessible bite‑size guides to help build your ability and confidence to lead, guide and inspire others.

Your skills and experience:

• Ability to motivate and support your team to deliver excellent customer service and achieve effective performance.
• Experience of working in an administrative role in a customer‑focused environment.
• IT proficient with the ability to learn and adapt to different technologies and software packages.
• Excellent communication, organisational and prioritisation skills.

Working arrangements: Standard full‑time working hours are 37 hours per week (Monday to Friday). HMCTS welcomes part‑time, flexible and job‑sharing working patterns, where they meet the demands of the role and business needs and are agreed prior to appointment. All applications for part‑time, flexible and job‑sharing working patterns will be considered in accordance with the MoJ’s Flexible Working policy. A minimum of 28 hours per week is required for this role. Occasional travel to other National Services sites may be required.

Benefits: The MoJ offers a range of benefits:

• Annual leave is 25 days on appointment and will increase to 30 days after five years’ service.
• There is a scheme to allow qualifying staff to buy or sell up to three days leave each year.
• Additional paid time off for public holidays and 1 privilege day. Leave for part‑time and job share posts will be calculated on a pro‑rata basis.
• The Civil Service offers a choice of pension schemes.
• The Ministry of Justice is committed to staff development and offers an extensive range of training and development opportunities.

Equal Opportunities: As a Disability Confident employer, MoJ are committed to providing everyone with the opportunity to demonstrate their skills, talent and abilities, by making adjustments throughout all elements of the recruitment process and in the workplace. MoJ are able to offer an interview to disabled candidates who meet the minimum selection criteria, except in a limited number of campaigns.