Team Leader – Telephony – Leicester
Job Description
About HM Courts & Tribunals Service (HMCTS)
HMCTS is an executive agency of the Ministry of Justice (MoJ). We are responsible for administering criminal, civil, and family courts and tribunals across England and Wales, helping people and businesses access fair and timely justice.
Our National Services manage centralized administrative and contact centre functions, ensuring our customers receive efficient and professional service.
We are looking for motivated and people-focused individuals who are passionate about public service and committed to helping deliver justice.
About the Role
As a Team Leader (EO), you will manage a team of contact centre staff who provide frontline support to court users, mediators, judiciary, and management.
You will ensure your team delivers exceptional customer service, meets performance targets, and operates in line with HMCTS standards and values. This role requires strong leadership, communication, and organizational skills, with a focus on developing others and driving continuous improvement.
Key Responsibilities
Lead, motivate, and support your team to deliver high-quality customer service and meet performance standards.
Manage workloads and monitor key performance indicators (KPIs), identifying and addressing areas for improvement.
Provide guidance, feedback, and development opportunities to staff.
Analyse data and produce reports for senior management on performance, productivity, and service trends.
Review and improve processes, ensuring compliance with policies and procedures.
Support the implementation of new initiatives, technology, and legislation within your team.
Ensure staff wellbeing, encourage collaboration, and maintain high levels of engagement.
Handle escalated customer queries professionally and efficiently.
Work collaboratively across teams to ensure consistent service delivery across HMCTS.
Essential Skills and Experience
Proven experience of working in an administrative or customer service environment.
Strong leadership and team management skills.
Excellent communication, organisation, and prioritisation abilities.
Confidence in using IT systems and the ability to adapt to new software and technology.
A proactive approach to problem-solving and continuous improvement.
Ability to motivate and engage others, maintaining professionalism under pressure.
Working Arrangements
Standard full-time hours: 37 hours per week (Monday to Friday).
Part-time, flexible, and job-share arrangements will be considered (minimum 32 hours per week).
Hybrid working may be available once service delivery requirements are met (minimum 60% of working time in the office).
Occasional travel may be required to other HMCTS or National Services sites.
Please note: non-working days cannot be taken on Mondays or Fridays due to business requirements.
Visa and Right to Work Information
From 22 July 2025, new Skilled Worker visa rules apply.
This role does not meet the eligibility criteria for sponsorship under the new salary and skills threshold.
Applicants must already have the legal right to work in the UK.
If you currently hold a Skilled Worker visa issued before July 2025, your eligibility will be assessed under transitional arrangements during vetting.
Benefits
25 days annual leave (rising to 30 days after 5 years’ service) plus public holidays and one privilege day.
Option to buy or sell up to 3 days of annual leave per year.
Civil Service Pension Scheme – with flexible options to suit your needs.
Flexible working arrangements, subject to business requirements.
Comprehensive learning and development opportunities.
Access to staff support networks, including diversity and inclusion groups.
Family-friendly policies, including paid maternity, paternity, and adoption leave.
Retail discounts, vouchers, and voluntary benefit schemes.
Free annual eyesight tests for computer users.
Diversity and Inclusion
HMCTS is committed to being an inclusive employer. We value diversity and encourage applications from all backgrounds.
We are a Disability Confident employer and will offer an interview to disabled candidates who meet the minimum criteria.
We also participate in the Great Place to Work for Veterans initiative, providing guaranteed interviews for eligible former service personnel.
Recruitment Process
Application stage:
Submit a Statement of Suitability outlining your relevant experience and skills, using specific, evidence-based examples aligned with the role criteria.
Assessment:
Experience will be assessed via your Statement of Suitability.
Interview questions will assess the following Civil Service Behaviors:
Making Effective Decisions
Leadership
Communicating and Influencing
Strengths will also be assessed during interview (not shared in advance).
Security Clearance:
Baseline Personnel Security Standard (BPSS) clearance is required.
