QMCA Team Leader (Fixed Term 12 Months) (Ref: 45478)

  • Civil Service
  • Part Time
  • Manchester
Civil Service

Job Description

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

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 at our newly opening Salford Quays site in Manchester in early 2021.

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 the Query Management & Case Administration team, 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 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 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 teams 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 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 the 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 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 QMCA 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 QMCA team in improving service delivery

The salary for this post is set within Band D range of 22566 - 26901

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 and until 4.30pm on Saturdays. 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.ResponsibilitiesPlease refer to Job Description

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