Reference Number
Role Profile: CTSC Support Officer Team Leader
XXXX
Role Purpose
Job Family Group
Operational Delivery
This role will provide day-to-day management and leadership to the CTSC Support Officer team, 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.
Job Family
Service Delivery and Service Support
Grade Level
EO
Key Accountabilities
Key Relationships and Contacts
• 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,
• Service Delivery Managers, reporting on performance and day to day
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
management issues, providing information
timeliness
• Quality Assessors and People development team, discussing
• 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
performance of team members and improvements needed
consistent delivery of excellent service to users and to maintain effective team performance
• Workforce Planning & Work Scheduling teams, to discuss
• 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
allocation of staff resource to meet expected needs
• Work with Quality Assessors on improvements in staff performance and either coach for improvement or refer to People Development team for skills and knowledge
• Real-time analysts & Quality assessors on current performance and
development to ensure focus is maintained on upholding or improving standards of service delivery to users and supporting effective individual performance
possible improvements in staff performance needed. Workforce
• Liaise with People Development team on development plans for staff and schedule development activity to ensure consistent levels of service to users is maintained
planning teams on planning and scheduling staff for work and resource
and staff have the right knowledge and skills to meet various user needs
changes to meet immediate requirements
• 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 the Support Officer 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 users are given the correct information they need, when they need it
Complexities
Will make day-to-day decisions affecting team, eg
the allocation of work and decisions around the
quality of staff performance, and will also deal with
issues escalated by team which require greater
Knowledge, Skills and Experience
analysis or knowledge to resolve. Will also decide
• Leadership skills - to visibly demonstrate and embed the new culture and ways of working for CTSC in delivering service excellence across all CTSC jurisdictions •
Problem solving
when issues may require escalation to different
teams where the query or work goes beyond scope
People management skills - to ensure team is working effectively together where necessary
of the team, in accordance with protocols and
• Knowledge of, or willingness to learn HMCTS people policies, including performance management, attendance management, grievance and disciplinary policies - to
procedures..
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 Support Officer team, including voice recording - to be able to review individual and team performance and
Direct line management of Support Officers, likely to
analyse areas for improvement or success
Management of
be a small - medium size team up to 12. No financial
• Knowledge of, or willingness to learn, quality and performance standards and KPIs
resources
management but likely be able to authorise/approve
• Coaching skills, to be able to support CTSC Support Officer team in improving service delivery
small expenses amounts (eg T&S)
This role will have some discretion to act
independently but will mainly work within detailed
and defined procedures in the day to day
Autonomy
management of their team and the processing of
work in accordance with set standards and
operating procedures.