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Operational Delivery

CTSC Team Leader – 58282
£25,118 – £26,901


We encourage applications from people from all backgrounds and aim to have a workforce that represents the wider society that we serve. We pride ourselves on being an employer of choice. We champion diversity, inclusion and wellbeing and aim to create a workplace where everyone feels valued and a sense of belonging. To find out more about how we do this visit:

Rydym yn croesawu ac yn annog ceisiadau gan bawb, yn cynnwys grwpiau sydd wedi’u tangynrychioli yn ein gweithlu ar hyn o bryd, ac rydym yn ymfalchïo mewn bod yn gyflogwr o safon uchel sy’n denu llawer o ymgeiswyr. Ewch i gael rhagor o wybodaeth am sut rydym yn hyrwyddo amrywiaeth a chynhwysiant yn y gweithle.

We have exciting opportunities available for Team Leaders to join the Courts and Tribunals Service Centres (CTSC) at our newest site, opening in Newport, Gwent.

The Courts and Tribunals Service centres are the administrative offices of the future and this is an exciting time to join us! 

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.  

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.  

Spread nationally over several sites, these centres will be home to just under half of our workforce in total at the end of the transformation. 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 post will be based in Newport Gwent.

Due to current Covid restrictions there may be periods where you will be able to work remotely but you will be required to work in the office as required. 

Role Purpose

This role will provide day-to-day management and leadership to CTSC Support Officers, which are likely to be 8-10 staff, and will focus on the short to medium term direction of the team in cooperation with the other 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 CTSC Support 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 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 the team’s workflow and activities to ensure consistent delivery of excellent service to users and to maintain effective team performance
  • 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
  • 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 upholding or improving standards of service delivery to users 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 needs

·         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 CTSC Support Officer teams 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

Person Specification

To be successful in this post, you will demonstrate:

  • Strong leadership skills – to visibly demonstrate and embed the new culture and ways of working for CTSC in delivering service excellence across all CTSC jurisdictions
  • Excellent people management skills – to ensure team is working effectively together where necessary
  • Knowledge of, or willingness to learn HMCTS people policies, including performance management, attendance management, grievance and disciplinary policies – to 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 CTSC Support Officer team, including voice recording – to be able to review individual and team performance and analyse areas for improvement or success
  • Knowledge of, or willingness to learn, quality and performance standards and KPIs
  • Coaching skills, to be able to support CTSC Support Officer team in improving service delivery

The salary for this post is set within EO range of £25,118 – £26,901

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 remuneration package. 


Standard full-time working hours are 37 hours per week across 5 days between Monday – Saturday. Operating business hours are between 8am to 8.30pm Monday to Friday. Work hours will be agreed with local line managers and in conjunction with the business needs of the role. Reduced hours working patterns that align with local business needs are available and, where this is required, please indicate your availability in your application.

Upon accepting a role, successful candidates will attend the first two weeks of their learning journey on a full-time basis and this schedule will be discussed at the point of offer. For candidates who work reduced hours, you will be paid for the additional hours they work and will revert to your agreed working pattern upon conclusion of the initial 2 weeks of learning.

Please refer to the Job Description and Candidate Pack attached below for further information on this role.  


£25,118 - £26,901

Additional Information

Working Arrangements & Further Information

The MoJ offers Hybrid Working arrangements where business need allows. This is an informal, non-contractual form of flexible working that blends working from your base location, different MoJ sites and / or from home (please be aware that this role can only be worked in the UK and not overseas). Some roles will not be suitable for Hybrid Working. Similarly, Hybrid Working will not suit everyone’s circumstances. Arrangements will be discussed and agreed with the successful candidate(s) and subject to regular review.

For nationally advertised roles, the successful candidate(s) will be appointed to a MoJ office location, which may include their nearest Justice Collaboration Centre or Justice Satellite Office. This will be discussed and agreed on the completion of pre-employment checks.

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

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.


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.


  • 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 moves to or from another employer or moves across the Civil Service this can have implications on your eligibility to carry on claiming childcare vouchers. You may however be eligible for alternative government childcare support schemes, including Tax Free Childcare. More information can be found on UKor Childcare Choices. You can determine your eligibility at
  • Paid paternity, adoption and maternity leave.
  • Free annual sight tests for employees who use computer screens.

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

The Civil Service embraces diversity and promotes equal opportunities. As a Disability Confident employer, MoJ are committed to providing everyone with the opportunity to demonstrate their skills, talent and abilities, by making adjustments throughout all elements of the recruitment process and in the workplace. MoJ are able to offer an interview to disabled candidates who meet the minimum selection criteria, except in a limited number of campaigns.

You will be able to request reasonable adjustments to the recruitment process within the application form. If you need additional help completing the application form, please contact the SSCL Recruitment Enquiries Team.

We encourage applications from people from all backgrounds and aim to have a workforce that represents the wider society that we serve. We pride ourselves on being an employer of choice. We champion diversity, inclusion and wellbeing and aim to create a workplace where everyone feels valued and a sense of belonging. To find out more about how we do this visit: