24963 - Team Leader
The National Compliance and Enforcement Service (NCES) forms part of HMCTS where this role is based. NCES responsibilities include the collection of criminal fines, and enforcing some court orders. The NCES delivery model is currently being reviewed as part of the wider reform programme that is underway, this will include estates rationalisation and greater use of digital solutions.
There will be high expectations of all staff regardless of the job they do and the need for more robust performance management. The organisation will be adopting new ways of working to ensure that it focuses on just that which is essential in the Agency.
Band D staff will need to display a commitment to four key principles: Continuous improvement, LEAN principles, managing uncertainty and improving performance. All those appointed to these roles in HMCTS must be wholeheartedly committed to these principles.
HMCTS is a continually changing organisation; strong leadership is a critical element in this being successful. As a manager within HMCTS you must provide clear direction and focus, visibly championing the changes which deliver greater efficiencies. The Heads of Operations in Enforcement expect all managers in the NCES to operate in a culture of openness and honesty, demonstrating a commitment to change through involvement and empowerment, and by delivering results.
The key purpose of the role is to
- Manage and support a team of call centre operators dealing with customer enquiries regarding fine collection, ensuring all team members represent the values of The Human Voice of Justice.
- Lead and manage a team of staff, ensuring that its members are organised, and fully skilled to meet their work objectives, using Lean TIBs, SOPs and other continuous improvement tools.
- To assist in the delivery of performance against targets.
- Deliver a consistent and customer focussed service
- Ensure effective deployment of resources to meet operational needs.
- Ensure the delivery of compliance and enforcement performance management objectives
- Build and maintain effective liaison with judiciary, stakeholders, user groups, representative organisations and clusters, representing the Delivery Manager where necessary.
- Work with other Managers across NECS to ensure cohesive National delivery
- Act as Responsible Officer as required.
- Deal with customers and complaints, then addressing the root causes of any complaints.
- To provide written and verbal advice to queries from staff and HMCTS users.
- 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, local clusters, 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.
- 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 pro actively report on HMCTS Standard Operating Controls (SOC) 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.
- Apply LEAN principles, tools and techniques to working practices to ensure continuous improvement.
- 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 objectives/and or updated in relation to corporate messages.
- Role model HMCTS values, and apply policies and procedures (including diversity, attendance and discipline).
Processing and managing casework
- Work with staff to ensure that casework is appropriately managed, providing advice where process deviations have occurred.
- Dealing with difficult customers and situations.
Calculations and analysis
- Identify and implement solutions to local problems, working with the Delivery Manager to resolve on more complex problems.
- Maintain effective working relationships with the judiciary, local clusters, 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.
- Represent the function you have been assigned to at an operational level.
- Have a working knowledge of functions undertaken within NCES, to support the development and review of policies and procedures.
- To hold the delegated authority in accordance with the Court Act 2003.
- Reporting to a Delivery Manager.
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.
The post holder will be expected to work flexibly across the NCES to meet operational needs.
Key Civil Service Competencies
You will be required to provide evidence of the following key competencies at Level 2.
Changing and Improving
- Understand and apply technology to achieve efficient and effective business and personal results.
- Consider and suggest ideas for improvements, sharing this feedback with others in a constructive manner.
- Conduct regular reviews of what and who is required to make a project/activity successful and make on-going improvements.
- Put aside preconceptions and consider new ideas on their own merits.
- Help colleagues, customers and corporate partners to understand changes and why they have been introduced.
- Identify, resolve or escalate the positive and negative effects that change may have on own role/team.
Making Effective Decisions
- Demonstrate accountability and make unbiased decisions.
- Examine complex information and obtain further information to make accurate decisions.
- Speak with the relevant people in order to obtain the most accurate information and get advice when unsure of how to proceed.
- Explain clearly, verbally and in writing, how a decision has been reached.
- Provide advice and feedback to support others to make accurate decisions.
- Monitor the storage of critical data and customer information to support decision making and conduct regular reviews to ensure it is stored accurately, confidentially and responsibly.
Leading and communicating
- Display enthusiasm around goals and activities – adopting a positive approach when interacting with others.
- Listen to, understand, respect and accept the value of different views, ideas and ways of working.
- Express ideas effectively, both orally and in writing, and with sensitivity and respect for others.
- Confidently handle challenging conversations or interviews.
- Confront and deal promptly with inappropriate language or behaviours, including bullying, harassment or discrimination.
Building Capability for All
- Take ownership of team and individual development by identifying capability needs and consistently achieving development objectives.
- Take responsibility for the quality of own work and seeking opportunities for improvement through continuous learning.
- Proactively support the development plans of others.
- Take account of the diverse contributions of team members and delegate work to improve capabilities of all.
- Encourage and be open to developmental feedback from others.
Managing a Quality Service
- Explain clearly to customers what can be done.
- Work with team to set priorities, create clear plans and manage all work to meet the needs of the customer and the business.
- Ensure that levels of service are maintained – flag up risks or concerns in order to meet customer requirements.
- Keep internal teams, customers and delivery partners fully informed of plans and possibilities.
- Promote adherence to relevant policies, procedures, regulations and legislation, including equality and diversity and health and safety.
- Identify common problems or weaknesses in policy or procedures that affect service and escalate these.
Delivering at Pace
- Create regular reviews of what and who is required to make a project/activity successful and make ongoing improvements.
- Be interested and positive about what they and the team are trying to achieve.
- Take ownership of problems in their own area of responsibility.
- Remain positive and focused on achieving outcomes despite setbacks.
- Check own and team performance against outcomes, make improvement suggestions or take corrective action when problems are identified.
- Set and achieve challenging goals and monitor quality.
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.
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:
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.
28/03/2019, 23:55 hours
Closing Date: 28/03/2019, 23:55 hours
If you require any assistance please call 0845 241 5359 (Monday to Friday 8am - 6pm) or e mail Mojfirstname.lastname@example.org Please quote the job reference - 24963.
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.
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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.
You may be required to provide statements describing your skills and experience relevant to each of the selection criteria. We recommend that you structure any examples as Situation, Task, Action and Result. For more information about the recruitment process and answers to general queries, please click the below link which will direct you to our Candidate Information Page.
In the event of a large number of applications, we reserve the right to undertake the following processes:
- An automated online test where a benchmark must be passed to progress;
- A sift on the lead selection criteria. If this happens, the lead criteria will be the first one listed in the advert.
During the selection process, you may be asked to undertake an additional assessment (such as written test). If this is applicable you will be notified of this when you are invited to interview.