OFFICIAL

Job Title & Grade:

Team Manager - HEO

Contract Type:

Permanent

Salary range (depending on location):

National - £35,335 to £37,847

Please note that unless you are currently employed by the Civil Service and are earning more than the minimum above, if successful you will be offered the minimum for the grade depending on your location.

Location:

South Tyneside

Directorate:

Case Management

Team:

Civil Billing - Escaped Cases

Working Pattern:

The post is supported by the MOJ flexible working policy and includes colleagues who work flexibly, remotely (as part of hybrid working), part time or as part of a job share etc.

If you are applying for a part time role, please note that in order to meet business demands we need cover for a minimum of 29.6 hours and to cover 4 days of the week

Reporting to:

Operations Manager

Closing date for applications

16^th February 2026

The Legal Aid Agency

We are an executive agency of the Ministry of Justice (MoJ). We are responsible for operationally administering the legal aid fund to provide criminal and civil legal aid advice to people in England and Wales.

Our people are at the heart of achieving excellence. Employing around 1,200 colleagues across England and Wales, we feel proud to have some of the best People Survey results in the Civil Service.

Case Management

The Case Management Directorate is the operational delivery function of the LAA, and our staff ensure that each year in excess of 500,000 new clients are able to access the justice they require, and that their providers are fairly remunerated for the delivery of the legal aid. With staff based across multiple sites we deliver services for those facing both criminal and civil legal problems including family, immigration, mental health, housing and exceptional funding cases.

The Legal Aid Agency (LAA) is responsible for making sure legal aid services from solicitors, barristers and the not-for-profit sector are available to the general public. Our work to administer legal aid is essential to the fair, efficient and effective operation of the civil, family and criminal justice systems and we work closely with legal providers and the wider Ministry of Justice (MoJ) to achieve our purpose. This commitment is at the heart of our day-to-day decision making and our work to improve legal aid services. The engagement and commitment of our staff is crucial to achieving our purpose. Together we show openness, honesty and commitment, and, of course, to deliver results.

Job Summary

The role will principally be to effectively lead a team to meet Key Performance Indicators, analysing performance statistics and developing team members to ensure an effectively engaged team on a daily basis.

Key Responsibilities:

Planning of internal resources to ensure all business targets are met, including individual quality and productivity targets, collating, and analysing data to inform decisions, escalating issues as they emerge and helping to find effective solutions.
Analysis of financial and performance management data to identify key issues and ensure appropriate action is taken to address areas of concern.
Setting and communicating a clear direction for the team in relation to the Agency’s aims,

objectives, purpose, and vision to ensure understanding and engagement in the vision.

Supporting the internal transformation programme ensuring that teams are aware of proposed changes that affect them and feel supported throughout the process.
Ensuring performance meetings are held in line with the MoJ process and conversations are meaningful for both individuals and the LAA, providing constructive and honest feedback on performance.
Setting SMART targets and objectives for the direct reports in the team and for self to ensure effective performance management can take place.
Undertake succession planning for the team recognising the potential in team members and

encouraging them to achieve their potential including conducting 1-2-1 meetings, touch point meetings, absence reviews, mentoring, coaching, setting objectives and developing training plans.

Ensuring that internal processes are fit for purpose and making recommendations for

improvement, showing and awareness of risks inherent in internal processes, including Health and Safety and Information Awareness. Ensure risks are logged, relevant managers made aware and appropriate action taken.

Take responsibility for the effective management of poor performance and absence issues on the team from both a team and individual perspective, understanding and addressing any issues as they arise in line with MoJ policies and procedures.
Take a leading role in the recruitment and selection of staff locally ensuring campaigns are run in line with MoJ Recruitment guidelines.
Encourage, handle, and respond to feedback from staff, customers, partners, and suppliers to develop and improve services.
Ensure actions are completed against team action plans arising out of the annual People Survey and engage team in actions.
Promote equality & diversity, treating everyone fairly and actively, encouraging ideas and

contributions from all members of your team and across the case management teams.

Communicate effectively with people from across the business to foster effective and productive working relationships with all stakeholders.
Support team engagement and communication, delivering team briefings and cascading messages. Take a leading role in team meetings, encouraging the sharing of views, ideas, and solutions.

Essential Knowledge, Experience and skills	Knowledge of Legal Aid systems and associated processes Experience of working within an operational environment and setting SMART objectives Experience of observing behaviours and performance and giving constructive feedback Effective communication skills both written and verbal. Established problem-solving skills to achieve positive outcomes. Experience of supporting Diversity and Inclusion in the workplace
Desirable Knowledge, Experience and skills	Experience of developing others IT Literate - a good knowledge of Microsoft office Knowledge of information assurance Health & Safety Awareness
Person Specification	The role holder is someone who enjoys leading a team working in a fast-changing environment

Assessment approach

Application Process

To apply please provide a statement of suitability showing how you meet the essential criteria in no more than 1000 words.

Your statement should demonstrate your ability to do all of the essential criteria listed, using examples can help strengthen your application.

Please note that we only require a Statement of Suitability for your application. The wording on this advert may suggest that an Experience question is also required, however this is not necessary.

Interview / assessment Process

If you are successful through the application stage, you will be invited to an interview / assessment centre in person or via Microsoft Teams where you will be assessed against strengths, ability and experience required by the role and the following behaviours:

Leadership

ensure colleagues and stakeholders have a clear understanding of objectives, activities and timeframes
take into account different individual needs, views, and ideas, championing inclusion and equality of opportunity for all
consider the impacts of own and team’s activities on stakeholders and end users
role-model commitment and satisfaction with role
recognise and praise the achievements of others to drive positivity within the team
effectively manage conflict, misconduct and non-inclusive behaviour, raising with senior managers where appropriate

Making effective decisions

understand your own level of responsibility and empower others to make decisions where appropriate
analyse and use a range of relevant, credible information from internal and external sources to support decisions
invite challenge and where appropriate involve others in decision making
display confidence when making difficult decisions, even if they prove to be unpopular
consult with others to ensure the potential impacts on end users have been considered
present strong recommendations in a timely manner outlining the consideration of other options, costs, benefits and risks

Communicating and Influencing

communicate in a straightforward, honest and engaging manner - choosing appropriate styles to maximise understanding and impact
encourage the use of different communication methods, including digital resources and highlight the benefits, including ensuring cost effectiveness
ensure communication has a clear purpose and takes into account people’s individual needs
share information as appropriate and check understanding
show positivity and enthusiasm towards work, encouraging others to do the same
ensure that important messages are communicated with colleagues and stakeholders respectfully, taking into consideration the diversity of interests

Your Experience of implementing, promoting, or understanding diversity and inclusion policy - Diversity is the presence of difference, this can include one or more of the protected characteristics (Gender, Age, Race, Disability etc.) or it can be about working patterns, whether we like to jump into a task or reflect on it before acting. Inclusion is how we welcome, value, and celebrate diversity, giving everyone a voice, tapping into ideas, and enabling everyone to be themselves at work and achieve their potential.

For this grade/ role we would expect the candidate to demonstrate understanding of the terms Diversity and Inclusion and be able to explain why they are important to them, their team and to where they work. We would also expect examples of action they have taken (in or outside of work) to embrace diversity (e.g., increasing understanding) or improve inclusion at a team or group level.

We will also assess your ability to lead a team by carrying out a presentation exercise. You will be given time in advance to prepare for the presentation.

Shortlisting is planned for week commencing 16^th and 23^rd February 2026

Interviews are planned for week commencing 16^th and 23^rd March

If you would like more information on this opportunity, please contact - Louise Guthrie Louise.Guthrie@Justice.gov.uk and Paul Tyrer Paul.Tyrer@Justice.gov.uk

Use of Artificial Intelligence (AI) 

As part of our commitment to integrity and transparency, we ask all applicants to ensure that the experiences, achievements, and examples shared in your application are entirely your own. 

Please do not use AI tools to fabricate or simulate personal experiences. While AI can assist with formatting and grammar, it must not be used to generate stories, skills, or accomplishments that you have not personally lived or earned.

Our LAA commitment to Diversity and Inclusion

The Civil Service is committed to attract, retain, and invest in talent wherever it is found. To learn more please see the Civil Service People Plan and the Civil Service Diversity and Inclusion Strategy.

As a Disability Confident organisation, we will offer a guaranteed interview to candidates with a disability who meet the essential criteria for this role. Under the Equality Act 2010 a disability is defined as a physical or mental impairment which has a substantial and long-term adverse effect on your ability to carry out normal day-to-day activities which has lasted, or is expected to last, at least 12 months.

If you are responding to a role within the Legal Aid Agency and would like to be considered under the guaranteed interview, please indicate this in your application and let us know of any reasonable adjustments you may require during the sift or later selection processes.

The LAA’s goal is to build an organisation that is open and inclusive and truly values and celebrates the diversity of its workforce. One that reflects and understands the needs of the diverse society we serve. This is regardless of social background, gender, age, ethnicity, sexual orientation, beliefs, disabilities or long-term illness or caring responsibilities.

Reasonable Adjustments

We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long-term condition (for example dyslexia, anxiety, autism, a mobility condition or hearing loss) and need us to make any reasonable adjustments to support you through the recruitment process, please let us know by adding the information to the applications system or emailing LAARecruitment@justice.gov.uk after you have applied so that we can discuss options with you.

Complaints procedure

If you have any complaints about this recruitment activity, please share your concerns by emailing LAARecruitment@justice.gov.uk initially. We aim to respond to any complaint within 10 working days.

OFFICIAL

The Legal Aid Agency

Case Management

Job Summary

Assessment approach

Use of Artificial Intelligence (AI)

As part of our commitment to integrity and transparency, we ask all applicants to ensure that the experiences, achievements, and examples shared in your application are entirely your own.

Please do not use AI tools to fabricate or simulate personal experiences. While AI can assist with formatting and grammar, it must not be used to generate stories, skills, or accomplishments that you have not personally lived or earned.

Our LAA commitment to Diversity and Inclusion

Complaints procedure

Use of Artificial Intelligence (AI) 

As part of our commitment to integrity and transparency, we ask all applicants to ensure that the experiences, achievements, and examples shared in your application are entirely your own. 

Please do not use AI tools to fabricate or simulate personal experiences. While AI can assist with formatting and grammar, it must not be used to generate stories, skills, or accomplishments that you have not personally lived or earned.