24812 - Team Lead - Query Management & Case Administration - CTSC Stoke

£20,755 - £24,853
12 Months
West Midlands
Full Time
Administration / Corporate Support, Contact Centre

We’re looking for exceptional candidates to join our team in the role of Query Management & Case Administration Team Leaders working to support the first of our new Courts and Tribunal Service Centres (CTSCs)

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. 

The Courts and Tribunals Service centres are the administrative offices of the future. 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. 

Spread nationally over several sites, these centres will be home to just under half of our workforce in total. 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 role will provide day-to-day management and leadership to the Query Management & Case Administration team, which are likely to be 8-10 staff, and focussing on the direction of the team in cooperation with the other QMCA 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 Query Management & Case Administration 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 customer/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 team’s workflow and activities to ensure consistent delivery of excellent service to users and to maintain effective team performance.
  • Work with 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 maintaining or improving standards of service delivery to users/customers 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/customer needs
  • Provide pastoral support for Query Management & Case Administration 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 CTSC has the right people with the right skills and knowledge available at the right time
  • Provide support to QMCA team 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 customers/users are given the correct information they need, when they need it.

Person Specification

  • Provide Leadership to the team, visibly demonstrating and embedding the new culture and ways of working for CTSC in delivering service excellence across all CTSC jurisdictions
  • People management skills to ensure team is working effectively together where necessary
  • Knowledge of HMCTS people policies, including performance management, attendance management, grievance and disciplinary policies in order to manage team effectively and ensure continued service delivery to users or willingness to learn.
  • Knowledge of business processes, to be able to coach and support team where needed
  • Knowledge of IT systems used in QMCA team, including voice recording, to be able to review individual and team performance and analyse areas for improvement or success
  • Knowledge of quality and performance standards and KPIs
  • Coaching skills, to be able to support QMCA team in improving service delivery 

The salary for this post is set within Band D of:

Stoke - £20,755 - £24,853

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 T&C’s/remuneration package.

Additional information:

Courts and Tribunals Service Centres will operate between the hours of 8am-8pm Monday to Friday and 8am-2pm on Saturdays. Candidates will be asked to indicate their preferences for shift patterns

at interview stage and working hours will be agreed at the point of offer.

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

The jobholder 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

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.


The MoJ offers a range of benefits:

Annual Leave

Generous allowances for paid holiday starting at 25 days per year, and rising as your service increases. 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.


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


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


  • A range of ‘Family Friendly’ policies such as opportunities to work reduced hours or job share.
  • Access to flexible benefits such as salary sacrifice arrangements for childcare vouchers, and voluntary benefits such as retail vouchers and discounts on a range of goods and services.
  • Paid paternity, adoption and maternity leave.
  • Free annual sight tests for employees who use computer screens.


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.

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.

The Civil Service embraces diversity and promotes equality of opportunity.

There is a guaranteed interview scheme (GIS) for candidates with disabilities who meet the minimum selection criteria.

Interviews will commence from May, the role is expected to start in June/July.

19/07/2019, 23:55 hours.

Closing Date: 19th July 2019 at 23:55 hours

If you require any assistance please call 0845 241 5359 (Monday to Friday 8am - 6pm) or email moj-recruitment-vetting-enquiries@sscl.gse.gov.uk Please quote job reference.

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.

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@sscl.gse.gov.uk) in the first instance

This Vacancy is closed to applications.