CTSC – Query Management & Case Administration Team Leader – Loughborough – Afternoon > Evening shift – 40491
£21,170 - £25,350
We welcome and encourage applications from everyone, including groups currently underrepresented in our workforce and pride ourselves as being an employer of choice. To find out more about how we champion diversity and inclusion in the workplace, visit: https://www.gov.uk/government/organisations/ministry-of-justice/about/equality-and-diversity
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.
- 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:
Loughborough – £21,170 – £25,350
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.
HM Courts and Tribunals Service Centres will operate between the hours of 8am-8:30pm Monday to Friday and Saturday from 8am – 4:30pm.
This campaign is to specifically to support CTSC operating hours between 12:00 until 8:30pm Monday to Friday and also includes Saturday working, currently 6 Saturdays per year but this may change with business need (where a Saturday is worked, an alternative non-working day will be agreed) The position is open to full time applicants based on a 37 hour week part time and job share applicants will be considered
There will be a variety of shift patterns available to work between the operating hours. Applications from candidates wishing to work reduced hours are welcome. Reduced hours will be considered and final working patterns will be agreed at point of offer.
Upon accepting a role, successful candidates will attend the first two weeks of their learning journey on a full-time basis and this will be conducted between the hours of 10:30-18:30 Monday-Friday. Candidates who work reduced hours will be paid for the additional hours they work.
Following this, candidates will undergo a 6-week learning academy the operating hours for this are 10:30-18:30 Monday-Friday, part time hours will be accommodated within academy operating hours. After the academy period candidates will revert to their agreed shift pattern within the hours of 12:00-20:30 Monday-Friday, 08:00-16:30 Saturdays.
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 is 25 days on appointment and will increase to 30 days after five years’ service.
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 voluntary benefits,retail vouchers and discounts on a range of goods and services.
- For any moves across the Civil Service may have implications on your ability to carry on claiming childcare vouchers
- 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. Should you feel that the recruitment process has breached the recruitment principles you are able to raise a formal complaint in the following order
1- To Shared Service Connected Ltd (0845 241 5358 (Monday to Friday 8am – 6pm) or e mail Mojfirstname.lastname@example.org);
2- To Ministry of Justice Resourcing (email@example.com);
3- To the Civil Service Commission (details available here)
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.
Grading Structure Review
The Ministry of Justice is currently undergoing a review of posts which are currently graded at Band A to realign our grading structure with the majority of the wider Civil Service.
Posts advertised at Band A may be graded at either Grade 6 or Grade 7 once the review has taken place.