70068 - Team Leader - CTSC Birmingham - FTC up to 18 months

£25,827 - £27,170
3
12 Months
West Midlands
Birmingham
54 HAGLEY ROAD, BIRMINGHAM ASC BIRMINGHAM, B16 8PE
EO
EO
Fixed Term
Up to 18 months
Full Time, Part Time, Part Time/Job Share, Flexible Working
Operational Delivery

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.

We have exciting opportunities available for Team Leaders to join the Courts and Tribunals Service Centres (CTSC) in Birmingham.
 
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. 
 
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 the CTSC Support Officers, which are likely to be up to 12 staff, and will focus on the direction of the team in cooperation with the other Support Officer Team Leaders to ensure consistency and updating Service Delivery Managers on key activities and operational performance. 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

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 6:30pm 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.  

The job holder must be able to fulfil all spoken aspects of the role with confidence in English or (when specified in Wales) Welsh.

Working Arrangements & Further Information

The MoJ offers Hybrid Working arrangements where business need allows. This is an informal, non-contractual form of flexible working that blends working from your base location, different MoJ sites and / or from home (please be aware that this role can only be worked in the UK and not overseas). Some roles will not be suitable for Hybrid Working. Similarly, Hybrid Working will not suit everyone’s circumstances. Arrangements will be discussed and agreed with the successful candidate(s) and subject to regular review.

For nationally advertised roles, the successful candidate(s) will be appointed to a MoJ office location, which may include their nearest Justice Collaboration Centre or Justice Satellite Office. This will be discussed and agreed on the completion of pre-employment checks.

Some of MoJ’s terms and conditions of service are changing as part of Civil Service reform. The changes will apply to staff joining MoJ who are new to the Civil Service. Staff joining MoJ from other civil service employers will transfer onto the new MoJ terms if they are already on 'modernised' terms in their current post or onto 'unmodernised' MoJ terms if they are on 'unmodernised' terms at their current post. Details will be available if an offer is made.

Flexible working hours

The Ministry of Justice offers a flexible working system in many offices.

Benefits

The MoJ offers a range of benefits:

Annual Leave

Annual leave is 25 days on appointment and will increase to 30 days after five years’ service.

There is also 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.

Pension

The Civil Service offers a choice of pension schemes, giving you the flexibility to choose the pension that suits you best.

Training

The Ministry of Justice is committed to staff development and offers an extensive range of training and development opportunities.

Networks

The opportunity to join employee-run networks that have been established to provide advice and support and to enable the views of employees from minority groups to be expressed direct to senior management. There are currently networks for employees of minority ethnic origin, employees with disabilities, employees with caring responsibilities, women employees, and lesbian, gay, bisexual and transgender employees.

Support

  • A range of ‘Family Friendly’ policies such as opportunities to work reduced hours or job share.
  • Access to flexible benefits such as voluntary benefits, retail vouchers and discounts on a range of goods and services.
  • For moves to or from another employer or moves across the Civil Service this can have implications on your eligibility to carry on claiming childcare vouchers. You may however be eligible for alternative government childcare support schemes, including Tax Free Childcare. More information can be found on GOV.UK or Childcare Choices. You can determine your eligibility at https://www.childcarechoices.gov.uk/.
  • Paid paternity, adoption and maternity leave.
  • Free annual sight tests for employees who use computer screens.

Working for the Civil Service

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. Should you feel that the recruitment process has breached the recruitment principles you are able to raise a formal complaint in the following order

The Civil Service embraces diversity and promotes 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.

You will be able to request reasonable adjustments to the recruitment process within the application form. If you need additional help completing the application form, please contact the SSCL Recruitment Enquiries Team.

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.

Interviews expected to be mid March 2023
n/a

16/02/2023, 23:55 hours.

If you require any assistance please call 0345 241 5359 (Monday to Friday 8am - 6pm) or e mail Moj-recruitment-vetting-enquiries@gov.sscl.com Please quote the job reference - 70068.

To apply for roles in MOJ you will need to confirm your employment history for at least 3 years prior to the date of application so that pre-employment checks (BPSS) can be undertaken. If you have spent significant time abroad (a total of 6 months in the past 3 years) you would be required to give a reasonable account of the reasons why. 

For some roles you will be required to successfully complete National Security Vetting at Counter Terrorism (CTC), Security Clearance (SC) or Developed Vetting (DV) level as a condition of appointment. To meet CTC/SC/DV requirements you will normally need to have been resident in the UK for at least 3/5/10 years prior to the date of application (The level of checks that are required are stated in the advert).

If you do not meet the above requirements, you may still be considered if, for example:

  • You've been serving overseas with HM Forces or in some other official capacity as a representative of HM Government
  • You were studying abroad
  • You were living overseas with parents

In such cases you will need to be able to provide referee cover for the period(s) of residence overseas. The duration of overseas residence and the country of abode will also be taken into account.

Success Profiles will enable a fairer and more inclusive method of recruitment by enabling us to assess the range of experiences, abilities, strengths, behaviours and technical/professional skills required for different roles. This flexible approach to recruitment focuses more on finding the right candidate for the specific role. To find out more about Success Profiles to support your application please click here for further guidance.

In the event that we receive a large volume of applications we reserve the right to conduct the sift based on one lead behaviour. The chosen lead behaviour for this campaign is Leadership.
if you feel that your application has not been treated in line with the Civil Service Recruitment Principles, please contact SSCL (Moj-recruitment-vetting-enquiries@gov.sscl.com) in the first instance

We have provided detail of the assessment stages and areas being assessed to help you prepare for completing your application form, and to advise of what will be assessed following this, if you successfully pass the application stage.


Application form stage assessments

Behaviours
Leadership - 250 word limit
Making Effective Decisions - 250 word limit
Experience
Statement of Suitability - 250 word limit
A sift based on the lead behaviour, Leadership, may be held if a large number of applications are received. If a large number of applications remain after the initial sift, your application will be progressed to a full sift, where all behaviours will then be considered.

Interview stage assessments

There is 1 interview stage for this vacancy.
Behaviours
Leadership
Making Effective Decisions
Managing a Quality Service
Delivering at Pace
Strengths may also be assessed at interview but these are not shared in advance.

A Great Place to Work for Veterans

The "Making the Civil Service a Great Place to work for veterans" initiative includes a guaranteed interview scheme to those who meet the minimum criteria to provide eligible former members of the Armed Forces with opportunities to secure rewarding jobs. Allowing veterans to continue to serve their country, and to bring highly skilled individuals with a broad range of experience into the Civil Service in an environment, which recognises and values your previous service in the Armed Forces.
For further details about the initiative and eligibility requirements visit : https://www.gov.uk/government/news/making-the-civil-service-a-great-place-to-work-for-veterans

Redeployment Interview Scheme

Civil Service departments are expected to explore redeployment opportunities before making an individual redundant. The MoJ are committed, as part of the Redeployment Interview Scheme, to providing opportunities to those who are 'at risk of redundancy'.

MoJ are able to offer an interview to eligible candidates who meet the minimum selection criteria, except in a limited number of campaigns. Candidate's will not be eligible for the Redeployment Interview Scheme if they are applying on promotion.

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) https://www.gov.uk/settled-status-eu-citizens-families

· 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) https://www.gov.uk/government/publications/nationality-rules

This Vacancy is closed to applications.