10718 - Team Leader – Telephony - Leicester
| Dyddiad hysbysebu: | 10 Hydref 2025 |
|---|---|
| Cyflog: | £29,303 i £31,061 bob blwyddyn |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 29 Hydref 2025 |
| Lleoliad: | LE1 6TE |
| Gweithio o bell: | Ar y safle yn unig |
| Cwmni: | Ministry of Justice |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | 10718 |
Crynodeb
Proud to serve. Proud to keep justice going.
Our Team Leaders play a critical role in helping deliver justice. This role will enable you to demonstrate and develop your leadership skills. You are responsible for making sure your team deliver excellent customer service to service users, mediators, judiciary and management.
About us
HM Courts & Tribunals Service (HMCTS) is an agency of the Ministry of Justice responsible for the administration of criminal, civil and family Courts and Tribunals in England and Wales. Our roles support our service users and colleagues within HMCTS, where people and businesses access potentially life-changing justice.
Our National Services manage centralised administrative and contact functions (telephone helpdesks) in HMCTS and we’re looking for individuals who are committed to public service and making a difference in people’s lives to deliver justice. If you are interested in developing a career with a real purpose, please apply.
Your role
Leading a team of contact (telephony) staff, you’ll focus on the service we offer our customers and ensure that your team are fully skilled to meet their objectives. As an effective Team Leader, you’ll recognise the importance of the team’s overall wellbeing and can motivate your team to succeed.
You will contribute to the delivery of operational, performance and service standard targets and provide statistical data for the management team. Your keen eye for detail and desire for continuous improvement is key to your success. Monitoring and analysing performance areas and trends, conducting ongoing reviews of procedures and work practices is essential, as is your ability to successfully recommend improvements, navigate change and manage the implementation of new initiatives and legislation.
This is a challenging and rewarding role, key to the smooth running of operational functions throughout HMCTS. We’re committed to helping you develop your leadership skills, through our HMCTS leadership offer. This provides a wide range of activities from development programmes to accessible bite-size guides to help build your ability and confidence to lead, guide and inspire others.
Your skills and experience
- Ability to motivate and support your team to deliver excellent customer service and achieve effective performance.
- Experience of working in an administrative role in a customer-focussed environment
- IT proficient with the ability to learn and adapt to different technologies and software packages.
- Excellent communication, organisational and prioritisation skills
For a full job description, please read supporting document included below before applying
Further details
New recruits to the Civil Service joining MoJ are expected to join at the band minimum.
These operational roles are customer facing, requiring successful applicants to be office based to provide HMCTS services to the public. Successful candidates would be required to work at Sovereign House, 17 Princess Road West, Leicester, LE1 6TE. Non-contractual hybrid working may be available within our telephony teams. Hybrid working arrangements will be determined by the business and will only be available when it has been established that delivering the service from home can be done effectively. We cannot facilitate requests for a particular work from home/working in the office schedule.
Standard full time working hours are 37 hours per week (Monday to Friday). HMCTS welcomes part-time, flexible and job-sharing working patterns, where they meet the demands of the role and business needs and are agreed prior to appointment. All applications for part-time, flexible and job-sharing working patterns will be considered in accordance with the MoJ’s Flexible Working policy. A minimum of 32 hours per week will be required for this role. The business will not be able to facilitate a non-working day on a Monday or a Friday.
Occasional travel to other courts
For this post, occasional travel to other National Services sites may be required.
Skilled Worker Visa
From 22 July 2025, the Government increased the salary threshold and skills level for Skilled Worker visas. This role does not meet the eligibility criteria for sponsorship in accordance with the current immigration rules if you looking to apply for a Skilled Worker Visa for the first time.
The Department cannot consider sponsoring you for this role unless you have held a Skilled Worker visa continuously since before 22 July 2025. If you have held a Skilled Worker visa continuously, please raise this during your vetting checks and eligibility will be assessed in accordance with the immigration rules and transitional provisions in place.
If you are applying for this role and you do not meet the new eligibility criteria for sponsorship (or the transitional provisions), you will need to consider your options for obtaining and/or maintaining your right to work in the UK in light of these changes. Successful applicants must ensure they have and maintain the legal right to live and work in the Civil Service and in the United Kingdom.
The Department will continue to comply with UK Immigration Rules applied in the UK and Civil Service. You can read more about Skilled Worker visas and the eligibility criteria here.
Our Team Leaders play a critical role in helping deliver justice. This role will enable you to demonstrate and develop your leadership skills. You are responsible for making sure your team deliver excellent customer service to service users, mediators, judiciary and management.
About us
HM Courts & Tribunals Service (HMCTS) is an agency of the Ministry of Justice responsible for the administration of criminal, civil and family Courts and Tribunals in England and Wales. Our roles support our service users and colleagues within HMCTS, where people and businesses access potentially life-changing justice.
Our National Services manage centralised administrative and contact functions (telephone helpdesks) in HMCTS and we’re looking for individuals who are committed to public service and making a difference in people’s lives to deliver justice. If you are interested in developing a career with a real purpose, please apply.
Your role
Leading a team of contact (telephony) staff, you’ll focus on the service we offer our customers and ensure that your team are fully skilled to meet their objectives. As an effective Team Leader, you’ll recognise the importance of the team’s overall wellbeing and can motivate your team to succeed.
You will contribute to the delivery of operational, performance and service standard targets and provide statistical data for the management team. Your keen eye for detail and desire for continuous improvement is key to your success. Monitoring and analysing performance areas and trends, conducting ongoing reviews of procedures and work practices is essential, as is your ability to successfully recommend improvements, navigate change and manage the implementation of new initiatives and legislation.
This is a challenging and rewarding role, key to the smooth running of operational functions throughout HMCTS. We’re committed to helping you develop your leadership skills, through our HMCTS leadership offer. This provides a wide range of activities from development programmes to accessible bite-size guides to help build your ability and confidence to lead, guide and inspire others.
Your skills and experience
- Ability to motivate and support your team to deliver excellent customer service and achieve effective performance.
- Experience of working in an administrative role in a customer-focussed environment
- IT proficient with the ability to learn and adapt to different technologies and software packages.
- Excellent communication, organisational and prioritisation skills
For a full job description, please read supporting document included below before applying
Further details
New recruits to the Civil Service joining MoJ are expected to join at the band minimum.
These operational roles are customer facing, requiring successful applicants to be office based to provide HMCTS services to the public. Successful candidates would be required to work at Sovereign House, 17 Princess Road West, Leicester, LE1 6TE. Non-contractual hybrid working may be available within our telephony teams. Hybrid working arrangements will be determined by the business and will only be available when it has been established that delivering the service from home can be done effectively. We cannot facilitate requests for a particular work from home/working in the office schedule.
Standard full time working hours are 37 hours per week (Monday to Friday). HMCTS welcomes part-time, flexible and job-sharing working patterns, where they meet the demands of the role and business needs and are agreed prior to appointment. All applications for part-time, flexible and job-sharing working patterns will be considered in accordance with the MoJ’s Flexible Working policy. A minimum of 32 hours per week will be required for this role. The business will not be able to facilitate a non-working day on a Monday or a Friday.
Occasional travel to other courts
For this post, occasional travel to other National Services sites may be required.
Skilled Worker Visa
From 22 July 2025, the Government increased the salary threshold and skills level for Skilled Worker visas. This role does not meet the eligibility criteria for sponsorship in accordance with the current immigration rules if you looking to apply for a Skilled Worker Visa for the first time.
The Department cannot consider sponsoring you for this role unless you have held a Skilled Worker visa continuously since before 22 July 2025. If you have held a Skilled Worker visa continuously, please raise this during your vetting checks and eligibility will be assessed in accordance with the immigration rules and transitional provisions in place.
If you are applying for this role and you do not meet the new eligibility criteria for sponsorship (or the transitional provisions), you will need to consider your options for obtaining and/or maintaining your right to work in the UK in light of these changes. Successful applicants must ensure they have and maintain the legal right to live and work in the Civil Service and in the United Kingdom.
The Department will continue to comply with UK Immigration Rules applied in the UK and Civil Service. You can read more about Skilled Worker visas and the eligibility criteria here.