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Operational Delivery

Team Leader – 72549
£25,827 – £27,170


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:

HM Courts and Tribunals Service 
Region: South West 
Job Title: Team Leader  
Location: Portsmouth Combined Court, Winston Churchill Avenue, Portsmouth,PO1 2EB
Duration: Permanent – 1 Position
Pay Span or equivalent: EO 
Salary:  £25,827 – £27,170 


HM Courts and Tribunals Service (HMCTS) is one of government’s largest agencies, employing around 16,000 staff, with a gross annual budget of c£1.6bn, and operating across around 350 sites across England and Wales. Our work underpins justice, affecting the lives of millions every year.

Consequently, there are high expectations of all staff regardless of the job they do, and high performance is expected from everybody. The organisation is continuously adopting new or better ways of working to ensure that it focuses on just that which is essential.

These operational roles are customer facing, requiring successful applicants to be office based to provide HMCTS services to the public. HMCTS offers a flexible working system in many of its offices, subject to business needs being met.

EO staff will need to display a commitment to four key principles: Continuous change, LEAN principles, managing uncertainty and improving performance. All those appointed to new roles in HMCTS must be wholeheartedly committed to these principles and evidence this in their application.

Key Purpose

•    Manage and plan the workload of a team which provides administrative support and excellent customer service to all stakeholders, judiciary and management.
•    Lead and manage a team of staff, ensuring that its members are organised, and fully skilled to meet their work objectives, using Lean TIBs, SOPs and other continuous improvement tools.
•    To assist in the delivery of performance against targets.

Key Responsibilities


•    Lead the implementation of efficient and consistent administrative practices, procedures and standards, identifying and implementing solutions to identified problems.
•    Manage resources (including staff and facilities) to ensure excellent customer service to all stakeholders, judiciary and management.
•    Monitor key performance areas, analysing performance trends and making recommendations for improvement to the Delivery Manager.
•    Conduct ongoing reviews of procedures and work practices and manage the implementation of new initiatives and legislation.  
•    To provide written and verbal advice to queries from staff and HMCTS users.  
•    Contribute to the delivery of operational, performance and service standard targets.
•    Provide statistical data for the management team and judiciary. 
•    Deal with any accommodation issues that arise and liaising with estates/ facilities and/or contractors as required.
•    Contribute to the business plan, with particular focus on the team’s area of work.
•    Monitor and proactively report on HMCTS assurance programme and contribute to ongoing development. 
•    Ensure the risk management system and standards are applied by all staff in line with HMCTS/MOJ policy. 
•    Ensure Governance and Assurance around the safe and secure receipt, accounting and transfer of both money and personal data.
•    Alert others, as appropriate, to risks which are not capable of local resolution.
•    Deputise for the Delivery Manager as necessary.
•    Deal with customers and complaints and address route causes of complaints.
•    Apply LEAN principles, tools and techniques to working practices to improve efficiency of operations.

Team Leadership 

•    Lead a team of staff ensuring that its members are organised, and fully skilled to meet their work objectives. Effectively managing both team and individual performance, addressing any issues as they arise, in line with HR policy.
•    Assign responsibilities for action and monitoring progress against plans.
•    Ensure that performance management and reward & recognition systems are utilised effectively throughout area of responsibility, ensuring consistent standards through benchmarking, and encouraging and rewarding good ideas and creativity. 
•    Plan, co-ordinate and organise training and development for staff. Ensuring that learning & development needs of all staff, including inductees, are identified and met.
•    Identify staff potential and develop in line with business and individual needs.
•    Identify recruitment needs and retention issues, assessing resource requirements against demands.
•    Be responsible for health and safety issues for the team and their immediate working environment.
•    Take a lead in employee engagement activities to maintain good working relationships with staff and to improve service delivery and staff morale / motivation.
•    Ensure staff are aware of HMCTS strategic objectices/and or updated in relation to corporate messages.
•    Role model HMCTS values, and apply policies and procedures (including diversity, attendance and discipline). 
•    All EO staff are expected to perform other management roles in addition to their own role.

Processing and Managing Casework

•    Work with staff to ensuring that casework is appropriately managed, providing advice where process deviations have occurred.

Calculations and analysis

•    Identify and implement solutions to local problems, referring more complex problems to a Cluster Delivery Manager.

Communicating with the public, juries, the judiciary, other court and tribunal users and representatives of other agencies and organisations

•    Maintain effective working relationships with the judiciary, supporting agencies, voluntary and user groups. Working with agencies to improve the level of service offered to users. 
•    Provide feedback to staff, judiciary and other stakeholders on performance against targets.
•    Think beyond own area of responsibility, considering wider policy and organisational implications of issues.
•    Attend and contribute at meetings of relevant User Groups.


•    Represent the function you have been assigned to at an operational level


•    Have a working knowledge of functions undertaken within the Cluster, to support the development and review of policies and procedures. 
•    Provide specific functions as directed by line management in line with the SOP for providing that service.


•    Reporting to a Delivery Manager.

Other Duties

The post holder is required to work in a flexible way and undertake any other duties reasonably requested by line management which are commensurate with the grade and level of responsibility of this post.

Application Process:

To apply for this position please complete the online application form, ensuring you provide the following:

A 250-word suitability statement against each of the following Success Profile Behaviours (Level 2):

•    Working Together 
•    Making Effective Decisions 
•    Leadership (Lead Behaviour)

In the event we receive a large volume of applications, we will sift using the lead Success Profile Behaviour

If selected for interview, the Success Profile Behaviours listed above will also be tested / assessed (Level 2). 

Interviews will test two Strengths. Please also note that interviews will be conducted via Microsoft Teams.

Further information on Success Profile Behaviours and Strengths, as well as the required standards for this post (Level 2), can be found at:     

If we receive applications from more suitable candidates than we have vacancies for at this time, we may hold suitable applicants on a reserve list for 12 months, and future vacancies requiring the same skills and experience could be offered to candidates on the reserve list without a new competition.

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: 

The MoJ is proud to be Level 3 Disability Confident. Disability Confident is the approach through which we offer guaranteed interviews for all people with disabilities meeting the minimum criteria for the advertised role as set out in the job description.

Terms & Conditions:

Flexible working options
HMCTS offers a flexible working system in many of its offices.

Job Sharing and Reduced Hours
All applications for job sharing or reduced hours will be treated fairly and on a case by case basis in accordance with the MoJ’s flexible working policy and equality policy.

Excess Fares and Relocation Allowances
This job is not eligible for relocation allowances, but excess fares may be considered in accordance with MoJ’s excess fares allowance policy.


£25,827 - £27,170

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 GOV.UK or 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: