5273 - Civil Customer Service Team Manager - Birmingham - Legal Aid Agency
| Dyddiad hysbysebu: | 23 Ebrill 2025 |
|---|---|
| Cyflog: | £34,140 i £37,105 bob blwyddyn |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 08 Mai 2025 |
| Lleoliad: | B2 4BH |
| Gweithio o bell: | Ar y safle yn unig |
| Cwmni: | Ministry of Justice |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | 5273 |
Crynodeb
Job Title & Grade:
Team Manager – HEO
Contract Type:
Permanent
Salary range (depending on location):
National - £34,140 to £37,105
Please note that unless you are currently employed by the Civil Service and are earning more than the minimum above, if successful you will be offered the minimum for the grade depending on your location.
Location:
Birmingham
Directorate:
Case Management Team: Civil Customer Service Team
Working Pattern:
The post is supported by the MOJ flexible working policy and includes colleagues who work flexibly, remotely (as part of hybrid working), part time or as part of a job share etc.
If you are applying for a part time role, please note that in order to meet business demands we need cover for a minimum of 28 hours and to cover 4 days of the week, one of the working days must include a Friday.
Reporting to:
Head of Civil Contact Centre
The Legal Aid Agency
We are an executive agency of the Ministry of Justice (MoJ). We are responsible for operationally administering the legal aid fund to provide criminal and civil legal aid advice to people in England and Wales.
Our people are at the heart of achieving excellence. Employing around 1,200 colleagues across England and Wales, we feel proud to have some of the best People Survey results in the Civil Service.
Our LAA commitment to Diversity and Inclusion
The Civil Service is committed to attract, retain, and invest in talent wherever it is found. To learn more please see the Civil Service People Plan and the Civil Service Diversity and Inclusion Strategy.
As a Disability Confident organisation, we will offer a guaranteed interview to candidates with a disability who meet the essential criteria for this role. Under the Equality Act 2010 a disability is defined as a physical or mental impairment which has a substantial and long-term adverse effect on your ability to carry out normal day-to-day activities which has lasted, or is expected to last, at least 12 months.
If you are responding to a role within the Legal Aid Agency and would like to be considered under the guaranteed interview, please indicate this in your application and let us know of any reasonable adjustments you may require during the sift or later selection processes.
The LAA’s goal is to build an organisation that is open and inclusive and truly values and celebrates the diversity of its workforce. One that reflects and understands the needs of the diverse society we serve. This is regardless of social background, gender, age, ethnicity, sexual orientation, beliefs, disabilities or long-term illness or caring responsibilities.
Reasonable Adjustments
We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long-term condition (for example dyslexia, anxiety, autism, a mobility condition or hearing loss) and need us to make any reasonable adjustments to support you through the recruitment process, please let us know by adding the information to the applications system or emailing LAARecruitment@justice.gov.uk after you have applied so that we can discuss options with you.
Case Management
The Case Management Directorate is the operational delivery function of the LAA, and our staff ensure that each year in excess of 500,000 new clients are able to access the justice they require, and that their providers are fairly remunerated for the delivery of the legal aid. With staff based across multiple sites we deliver services for those facing both criminal and civil legal problems including family, immigration, mental health, housing, and exceptional funding cases.
Civil Customer Service Team
The Civil Customer Service Team work closely with providers and clients receiving legal aid to resolve customer service-related matters. The team deal with these queries via telephone, webchat, email, our LAA systems and social media. The administration of the LAAs complaints process is managed within the team and we offer technical IT support to external users of LAA systems. We also process urgent casework matters and support other case management activities.
Working in the Customer Service Team is a fast paced, contact centre environment with new challenges each day. The team are supportive, collaborative and driven to achieve our key performance indicators whilst ensuring our customers are at the heart of our day-to-day decision making.
Job Summary
The role will principally be to manage a busy, multi-site contact centre in real time whilst effectively leading a team to meet Key Performance Indicators. The analysis of performance statistics will ensure daily performance measure are met. You’ll develop and support the contact centre team to ensure an effectively engaged team on a daily basis.
Team Manager – HEO
Contract Type:
Permanent
Salary range (depending on location):
National - £34,140 to £37,105
Please note that unless you are currently employed by the Civil Service and are earning more than the minimum above, if successful you will be offered the minimum for the grade depending on your location.
Location:
Birmingham
Directorate:
Case Management Team: Civil Customer Service Team
Working Pattern:
The post is supported by the MOJ flexible working policy and includes colleagues who work flexibly, remotely (as part of hybrid working), part time or as part of a job share etc.
If you are applying for a part time role, please note that in order to meet business demands we need cover for a minimum of 28 hours and to cover 4 days of the week, one of the working days must include a Friday.
Reporting to:
Head of Civil Contact Centre
The Legal Aid Agency
We are an executive agency of the Ministry of Justice (MoJ). We are responsible for operationally administering the legal aid fund to provide criminal and civil legal aid advice to people in England and Wales.
Our people are at the heart of achieving excellence. Employing around 1,200 colleagues across England and Wales, we feel proud to have some of the best People Survey results in the Civil Service.
Our LAA commitment to Diversity and Inclusion
The Civil Service is committed to attract, retain, and invest in talent wherever it is found. To learn more please see the Civil Service People Plan and the Civil Service Diversity and Inclusion Strategy.
As a Disability Confident organisation, we will offer a guaranteed interview to candidates with a disability who meet the essential criteria for this role. Under the Equality Act 2010 a disability is defined as a physical or mental impairment which has a substantial and long-term adverse effect on your ability to carry out normal day-to-day activities which has lasted, or is expected to last, at least 12 months.
If you are responding to a role within the Legal Aid Agency and would like to be considered under the guaranteed interview, please indicate this in your application and let us know of any reasonable adjustments you may require during the sift or later selection processes.
The LAA’s goal is to build an organisation that is open and inclusive and truly values and celebrates the diversity of its workforce. One that reflects and understands the needs of the diverse society we serve. This is regardless of social background, gender, age, ethnicity, sexual orientation, beliefs, disabilities or long-term illness or caring responsibilities.
Reasonable Adjustments
We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long-term condition (for example dyslexia, anxiety, autism, a mobility condition or hearing loss) and need us to make any reasonable adjustments to support you through the recruitment process, please let us know by adding the information to the applications system or emailing LAARecruitment@justice.gov.uk after you have applied so that we can discuss options with you.
Case Management
The Case Management Directorate is the operational delivery function of the LAA, and our staff ensure that each year in excess of 500,000 new clients are able to access the justice they require, and that their providers are fairly remunerated for the delivery of the legal aid. With staff based across multiple sites we deliver services for those facing both criminal and civil legal problems including family, immigration, mental health, housing, and exceptional funding cases.
Civil Customer Service Team
The Civil Customer Service Team work closely with providers and clients receiving legal aid to resolve customer service-related matters. The team deal with these queries via telephone, webchat, email, our LAA systems and social media. The administration of the LAAs complaints process is managed within the team and we offer technical IT support to external users of LAA systems. We also process urgent casework matters and support other case management activities.
Working in the Customer Service Team is a fast paced, contact centre environment with new challenges each day. The team are supportive, collaborative and driven to achieve our key performance indicators whilst ensuring our customers are at the heart of our day-to-day decision making.
Job Summary
The role will principally be to manage a busy, multi-site contact centre in real time whilst effectively leading a team to meet Key Performance Indicators. The analysis of performance statistics will ensure daily performance measure are met. You’ll develop and support the contact centre team to ensure an effectively engaged team on a daily basis.