This position is based at LAA Level 3, 23 Stephenson Street B2 4BH
Job Summary
Please refer to Job Description
Job Description
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 areresponsible 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.
Key Responsibilities:
* Planning of internal resources to ensure all business targets are met, including individual quality and productivity targets, collating and analysing data to inform decisions, reporting to the Head of Civil Contact Centres, escalating issues as they emerge and help to find effective solutions
* Analyse performance management data to identify key issues and ensure appropriate action is taken to address areas of concern
* Work with digital colleagues to ensure seamless service of our technology products.
* Undertake succession planning for the team recognising the potential in team members and encouraging them to achieve their potential including conducting 1-2-1 meetings, touch point meetings, absence reviews, mentoring, coaching, setting objectives and developing training plans
* Setting and communicating a clear direction for the team in relation to the Agency’s aims, objectives, purpose and vision to ensure understanding and engagement in the vision
* Ensuring that internal processes are fit for purpose and making recommendations for improvement, showing and awareness of risks inherent in internal processes, including Health and Safety and Information Awareness. Ensure risks are logged, relevant managers made aware and appropriate action taken.
* Ensure that performance meetings are held in line with the MoJ process; ensuring conversations are meaningful for both individuals and the LAA, facilitating constructive discussions and providing constructive and honest feedback on performance
* Take responsibility for the effective management of poor performance and absence issues on the team from both a team and individual perspective, understanding and addressing any issues as they arise in line with MoJ policies and procedures
* Take a leading role in the recruitment and selection of staff locally ensuring campaigns are run in line with MoJ Recruitment guidelines
* Encourage, handle and respond to feedback from staff, customers, partners and suppliers to develop and improve services.
* Ensure actions are completed against team action plans arising out of the annual People Survey and engage team in actions
* Promote equality & diversity, treating everyone fairly and actively, encouraging ideas and contributions from all members of your team and across the case management teams
* Communicate effectively with people from across the business to foster effective and productive working relationships with all stakeholders.
* Take a leading role in team meetings, encouraging the sharing of views, ideas and solutions.
* Supporting local initiatives in your regional office.
Essential Knowledge, Experience And Skills
* Experience of working within an operational environment and setting SMART objectives
* Experience of observing behaviours and performance and giving constructive feedback
* Effective communication skills both written and verbal
* Established problem solving skills with ability to achieve positive outcomes
* Experience of supporting Diversity and Inclusion in the workplace
Desirable Knowledge, Experience And Skills
* Experience of developing others
* IT Literate – a good knowledge of Microsoft office
* Ability to work with minimal supervision and as part of a team
* Knowledge of information assurance
* Health & Safety Awareness
Person Specification
* This role is suitable for someone who enjoys working in a leadership role in a fast-paced operational background
Assessment approach
Application Process
To apply please provide a statement of suitability showing how you meet the essential criteria in no more than 1000 words.
Your statement should demonstrate your ability to do all of the essential criteria listed, using examples can help strengthen your application.
Please note we do not require a CV.
A 45 minute webinar is scheduled on 1 May 2025 starting at 3:30pm to allow applicants to discuss the role further. If you are interested in attending, pleaseregister your interest within this link.
Interview / assessment Process
If You Are Successful Through The Application Stage, You Will Be Invited To An Interview / Assessment Centre In Person Or Via Microsoft Teams Where You Will Be Assessed Against The Following:
* Some or all strengths relevant to the role
* Some or all of the following Behaviours:
* Delivering at Pace
* Developing Self & Others
* Leadership
* Making Effective Decisions
Delivering at Pace
* show a positive approach to keeping the whole team’s efforts focused on the top priorities
* promote a culture of following the appropriate procedures to ensure results are achieved on time whilst still enabling innovation
* ensure the most appropriate resources are available for colleagues to use to do their job effectively
* regularly monitor your own and team’s work against milestones ensuring individual needs are considered when setting tasks
* act promptly to reassess workloads and priorities when there are conflicting demands to maintain performance
* allow individuals the space and authority to meet objectives, providing additional support where necessary, whilst keeping overall responsibility
Developing Self & Others
* identify capability gaps for yourself and your team
* ensure development objectives are set and achieved to address any gaps and enable delivery of current and future work
* take time to coach, mentor and develop other colleagues to support succession planning
* promote inclusiveness by respecting different personal needs in the team and use these to develop others
* reflect on your own work, continuously seek and act on feedback to improve own and team’s performance
Leadership
* ensure colleagues and stakeholders have a clear understanding of objectives, activities and timeframes
* take into account different individual needs, views, and ideas, championing inclusion and equality of opportunity for all
* consider the impacts of own and team’s activities on stakeholders and end users
* role-model commitment and satisfaction with role
* recognise and praise the achievements of others to drive positivity within the team
* effectively manage conflict, misconduct and non-inclusive behaviour, raising with senior managers where appropriate
Making Effective Decisions
* understand your own level of responsibility and empower others to make decisions where appropriate
* analyse and use a range of relevant, credible information from internal and external sources to support decisions
* invite challenge and where appropriate involve others in decision making
* display confidence when making difficult decisions, even if they prove to be unpopular
* consult with others to ensure the potential impacts on end users have been considered
* present strong recommendations in a timely manner outlining the consideration of other options, costs, benefits and risks
* Your Experience of implementing, promoting, or understanding diversity and inclusion policy - Diversity is the presence of difference, this can include one or more of the protected characteristics (Gender, Age, Race, Disability etc.) or it can be about working patterns, whether we like to jump into a task or reflect on it before acting. Inclusion is how we welcome, value, and celebrate diversity, giving everyone a voice, tapping into ideas, and enabling everyone to be themselves at work and achieve their potential.
For this grade/ role we would expect the candidate to demonstrate understanding of the terms Diversity and Inclusion and be able to explain why they are important to them, their team and to where they work. We would also expect examples of action they have taken (in or outside of work) to embrace diversity (e.g., increasing understanding) or improve inclusion at a team or group level.
Shortlisting is planned for week commencing 12th May 2025
Interviews are planned for week commencing 2nd June 2025
If you would like more information on this opportunity, please contact – Rachael Pratt (Rachael.pratt@justice.gov.uk)
Developing Self & Others
* identify capability gaps for yourself and your team
* ensure development objectives are set and achieved to address any gaps and enable delivery of current and future work
* take time to coach, mentor and develop other colleagues to support succession planning
* promote inclusiveness by respecting different personal needs in the team and use these to develop others
* reflect on your own work, continuously seek and act on feedback to improve own and team’s performance
Leadership
* ensure colleagues and stakeholders have a clear understanding of objectives, activities and timeframes
* take into account different individual needs, views, and ideas, championing inclusion and equality of opportunity for all
* consider the impacts of own and team’s activities on stakeholders and end users
* role-model commitment and satisfaction with role
* recognise and praise the achievements of others to drive positivity within the team
* effectively manage conflict, misconduct and non-inclusive behaviour, raising with senior managers where appropriate
Making Effective Decisions
* understand your own level of responsibility and empower others to make decisions where appropriate
* analyse and use a range of relevant, credible information from internal and external sources to support decisions
* invite challenge and where appropriate involve others in decision making
* display confidence when making difficult decisions, even if they prove to be unpopular
* consult with others to ensure the potential impacts on end users have been considered
* present strong recommendations in a timely manner outlining the consideration of other options, costs, benefits and risks
* Your Experience of implementing, promoting, or understanding diversity and inclusion policy - Diversity is the presence of difference, this can include one or more of the protected characteristics (Gender, Age, Race, Disability etc.) or it can be about working patterns, whether we like to jump into a task or reflect on it before acting. Inclusion is how we welcome, value, and celebrate diversity, giving everyone a voice, tapping into ideas, and enabling everyone to be themselves at work and achieve their potential.
For this grade/ role we would expect the candidate to demonstrate understanding of the terms Diversity and Inclusion and be able to explain why they are important to them, their team and to where they work. We would also expect examples of action they have taken (in or outside of work) to embrace diversity (e.g., increasing understanding) or improve inclusion at a team or group level.
Shortlisting is planned for week commencing 12th May 2025
Interviews are planned for week commencing 2nd June 2025
If you would like more information on this opportunity, please contact – Rachael Pratt (Rachael.pratt@justice.gov.uk)
Person specification
Please Refer To Job Description
Behaviours
We'll assess you against these behaviours during the selection process:
* Delivering at Pace
* Developing Self and Others
* Leadership
* Making Effective Decisions
Alongside your salary of £34,140, Legal Aid Agency contributes £9,890 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.
* Access to learning and development
* A working environment that supports a range of flexible working options to enhance your work life balance
* A working culture which encourages inclusion and diversity
* A Civil Service pension with an employer contribution of 28.97%
* Annual Leave
* Public Holidays
* Season Ticket Advance
For more information about the recruitment process, benefits and allowances and answers to general queries, please click the below link which will direct you to our Candidate Information Page.
Link: https://justicejobs.tal.net/vx/candidate/cms/About%20the%20MOJ
Selection process details
This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths and Experience.
https://justicejobs.tal.net/vx/candidate/cms/About%20the%20MOJ
Feedback will only be provided if you attend an interview or assessment.
This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths and Experience.
Security
Successful candidates must undergo a criminal record check.
People working with government assets must complete baseline personnel security standard (opens in new window) checks.
Successful candidates must undergo a criminal record check.
People working with government assets must complete baseline personnel security standard (opens in new window) checks.
Nationality requirements
This Job Is Broadly Open To The Following Groups:
* UK nationals
* nationals of the Republic of Ireland
* nationals of Commonwealth countries who have the right to work in the UK
* nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
* nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
* individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
* Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service
Further information on nationality requirements (opens in a new window)
Working for the Civil Service
The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.
We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).
The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.
The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.
We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).
The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.
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 (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).
This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.
The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).
Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.
Contact point for applicants
Job Contact :
* Name : SSCL Recruitment Enquiries Team
* Email : moj-recruitment-vetting-enquiries@resourcing.soprasteria.co.uk
* Telephone : 0345 241 5359
Recruitment team
* Email : moj-recruitment-vetting-enquiries@resourcing.soprasteria.co.uk
Further information
Appointment to the Civil Service is governed by the Civil Service Commission’s Recruitment Principles. I you feel a department has breached the requirement of the Recruitment Principles and would like to raise this, please contact SSCL (Moj-recruitment-vetting-enquiries@gov.sscl.com) in the first instance. If the role has been advertised externally (outside of the Civil Service) and you are not satisfied with the response, you may bring your complaint to the Commission. For further information on bringing a complaint to the Civil Service Commission please visit their web pages: http://civilservicecommission.independent.gov.uk/civil-service-recruitment/complaints/
https://jobs.justice.gov.uk/careers/JobDetail/5273?entityId=5273 #J-18808-Ljbffr