His Majesty’s Courts and Tribunals Service

Job Title: Team Leader

Background

His Majesty’s Court and Tribunals Service (HMCTS) is an agency of the MoJ and provides the supporting administration for the judiciary across England and Wales (E&W).

The courts and tribunals in E&W continue to invest, enabling HMCTS, working in partnership with the judiciary, to create a system that is proportionate and accessible and that better meets the needs of the people it serves.

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 it focuses on just that which is essential.

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

Overview

HMCTS is embarking on a period of significant change. Strong leadership is a critical element in this being successful. Jobholders who have responsibility for managing staff will be required to provide clear direction and focus, visibly championing the changes which deliver greater efficiencies. The HMCTS Delivery Directors expects managers in the organisation to operate in a culture of openness and honesty, demonstrating a commitment to change through involvement and empowerment, and by delivering results.

The key purpose of the role is to

Support the Delivery Managers in ensuring the business needs of the region are met through the successful & efficient management of staff resources to ensure priorities and deadlines are met. The role in the Wales Regional Support Unit is a varied, high volume and fast-paced one. We provide support to the courts and tribunals in Wales and have regular contact with senior management at local and national level, as well as with staff, Magistrates and the Judiciary.

You will need to have excellent communication and IT skills (to include Excel and Teams) and be a team player. The team is a small one and being able to cover each other’s work is necessary.

Operations support	Ensure that the Magistrates rota is prepared and agreed by Bench Chairmen and is maintained throughout the year. Provide effective day to day lisiaion with the magistracy and operations across the region including advising on any changes to sitting patterns to improve perfprmance. Allocate & supervise judicial workload on a daily basis, through a TiB. Support the Business Support Manager on all judicial issues including but not restricted to: Liaison with Judicial College with regards to magistrates training. Support to JTAAACs and FTAAACs. Support to Advisory Committees in their role of recruiting to the magistracy. Support to Bench Chiarmen and Panel Chairmen. Support to HoLO, SLMs and LTMs as required. 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 Business Support 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. Act as the note taker when requested. Contribute to the business plan, with particular focus on the team's area of work. Deputise for the Business Support Manager as necessary. Deal with customers and complaints and address root causes of complaints. Apply CI principles, tools and techniques to working practices to improve efficiency.
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 Band EO staff are expected to perform other management roles in addition to their own role.
Processing and managing casework	Work with staff to ensure that work 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 Business Support Manager or Operations Support Manager.
Communicating with the public, 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 relevant meetings.
Accountability	Reporting to a Business Support 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.

Operational Delivery in HMCTS

This role is part of the Operational Delivery Profession. Operational delivery professionals are the outward face of government, providing essential services to the public in a variety of roles. They work in many different departments and agencies across the breadth of the UK, delivering service to customers in

Face-to-face roles in HMCTS for example a court usher
Contact Centre roles in HMCTS for example call centre advisers
Processing roles in HMCTS for example Staff at the County Courts Money-Claims Centre and Courts and Tribunal Administration

Being part of the operational delivery profession means belonging to a cross-government community of people. This will offer you access to information on professional standards, skills development and qualifications to help you continue to improve your development and performance and expand your career options.