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LAA Job Description Template V7

Job Title & Grade:

Team Manager - HEO

Contract Type:

Permanent

Salary range (depending on location):

National - £34,140 to £37,105

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:

Birmingham

Directorate:

Case Management

Team:

Civil Customer Service Team

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 28 hours and to cover 4 days of the week, one of the working days must include a Friday.

Reporting to:

Head of Civil Contact Centre

Closing date for applications

7^th May 2025

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.

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.

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.

Civil Customer Service Team

The Civil Customer Service Team work closely with providers and clients receiving legal aid to resolve customer service-related matters. The team deal with these queries via telephone, webchat, email, our LAA systems and social media. The administration of the LAAs complaints process is managed within the team and we offer technical IT support to external users of LAA systems. We also process urgent casework matters and support other case management activities.

Working in the Customer Service Team is a fast paced, contact centre environment with new challenges each day. The team are supportive, collaborative and driven to achieve our key performance indicators whilst ensuring our customers are at the heart of our day-to-day decision making.

Job Summary

The role will principally be to manage a busy, multi-site contact centre in real time whilst effectively leading a team to meet Key Performance Indicators. The analysis of performance statistics will ensure daily performance measure are met. You’ll develop and support the contact centre team 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, reporting to the Head of Civil Contact Centres, escalating issues as they emerge and help to find effective solutions
Analyse performance management data to identify key issues and ensure appropriate action is taken to address areas of concern
Work with digital colleagues to ensure seamless service of our technology products.
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
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
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.
Ensure that performance meetings are held in line with the MoJ process; ensuring conversations are meaningful for both individuals and the LAA, facilitating constructive discussions and providing constructive and honest feedback on performance
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.
Take a leading role in team meetings, encouraging the sharing of views, ideas and solutions.
Supporting local initiatives in your regional office.

Essential Knowledge, Experience and skills	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 with ability 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 Ability to work with minimal supervision and as part of a team Knowledge of information assurance Health & Safety Awareness
Person Specification	This role is suitable for someone who enjoys working in a leadership role in a fast-paced operational background

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 we do not require a CV.

A 45 minute webinar is scheduled on 1 May 2025 starting at 3:30pm to allow applicants to discuss the role further. If you are interested in attending, please register your interest within this link.

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 the following:

Some or all strengths relevant to the role
Some or all of the following Behaviours:
- Delivering at Pace
- Developing Self & Others
- Leadership
- Making Effective Decisions

Delivering at Pace

show a positive approach to keeping the whole team’s efforts focused on the top priorities
promote a culture of following the appropriate procedures to ensure results are achieved on time whilst still enabling innovation
ensure the most appropriate resources are available for colleagues to use to do their job effectively
regularly monitor your own and team’s work against milestones ensuring individual needs are considered when setting tasks
act promptly to reassess workloads and priorities when there are conflicting demands to maintain performance
allow individuals the space and authority to meet objectives, providing additional support where necessary, whilst keeping overall responsibility

Developing Self & Others

identify capability gaps for yourself and your team
ensure development objectives are set and achieved to address any gaps and enable delivery of current and future work
take time to coach, mentor and develop other colleagues to support succession planning
promote inclusiveness by respecting different personal needs in the team and use these to develop others
reflect on your own work, continuously seek and act on feedback to improve own and team’s performance

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

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.

Shortlisting is planned for week commencing 12^th May 2025

Interviews are planned for week commencing 2^nd June 2025

If you would like more information on this opportunity, please contact - Rachael Pratt (Rachael.pratt@justice.gov.uk)

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.

If you are dissatisfied with our response, we will forward your complaint to the Civil Service Commission, an independent body, for review.

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