23829 - Team Leader

Ministry of Justice; Stoke-on-Trent; Hybrid; GBP 36,000 - 48,000; Full time

Benefits offered by this job

Hybrid working

Flexible working arrangements

Pension scheme

Training and development

Job summary

Ministry of Justice in the United Kingdom is seeking a Team Leader for HMCTS National Services at Stoke CTSC. You will lead a team to deliver business objectives with excellent administrative support and customer service to service users and key stakeholders.

The role emphasizes coaching, performance management, and real-time development of staff while ensuring alignment with local, regional, and national priorities. A hybrid working arrangement is available where 60% office presence is expected.

Qualifications

• Ability to lead, motivate, coach and develop others to thrive in their role.
• Strong organisational skills to prioritise, plan, allocate and manage work to deliver outstanding service.
• Excellent communication skills and ability to build trusted relationships with stakeholders.
• Able to manage difficult situations and resolve problems swiftly and professionally.
• Confident in analysing data to inform decisions and improve performance.
• Ability to use IT and learn new systems.

Responsibilities

• Lead and motivate your team to deliver objectives.
• Provide outstanding service to users and stakeholders.
• Deliver on local, regional and national priorities.
• Coach in real time to develop your team and improve performance.
• Manage attendance and performance to ensure service quality.

Skills

Leadership

Coaching

Communication

Problem solving

Data analysis

IT literacy

Job description

Job description

Proud to serve. Proud to keep justice going.

Our Team Leaders in HMCTS National Services play a critical role in helping deliver justice, this role will enable you to demonstrate and develop your leadership skills. You will be responsible for making sure your team deliver business objectives through providing excellent administrative support and customer service to service users and key stakeholders.

About us

HM Courts & Tribunals Service (HMCTS) is responsible for the administration of criminal, civil and family Courts and Tribunals England and Wales as well as the reserved unified tribunals across the United Kingdom. Our roles support our service users and colleagues within HMCTS, where people and businesses access potentially life-changing justice. We’re looking for individuals who are committed to public service and making a difference in people’s lives to deliver justice.

National Services provides centralised support through Courts and Tribunals Service Centres, Business Centres and Enforcement Offices. We handle case administration, customer queries by phone, email, and webchat and enable self-service in our digital services.

About your role

The role of a manager is at the heart of HMCTS operations, shaped by the Civil Service Line Management Standards. It’s rewarding, challenging, and essential to our success. We’re looking for managers who can drive strong performance, manage attendance effectively, and champion reward and recognition.

You will be part of the management team at Stoke CTSC. Leading your team, you will provide outstanding service to all our users, delivering on your area of work against local, regional and national priorities.

As an effective Team Leader, you recognise the importance of the team’s overall wellbeing and can motivate them to succeed, using real time coaching to develop your team. You will create a sense of purpose, recognising successes and managing performance to deliver results and achieve key performance outcomes, ensuring exceptional service for every user.

Please refer to the role profile attachment to understand more about this key leadership position.

Essential knowledge, skills and experience

• Ability to lead, motivate, coach and develop others to have the skills, confidence and experience to thrive in their role.
• Strong organisational skills to prioritise, plan, allocate and manage work to deliver outstanding service.
• Excellent communication skills. Able to establish and maintain trusted relationships with a wide range of internal and external stakeholders.
• Able to manage difficult and challenging situations and resolve problems swiftly and professionally.
• Confident in analysing data to make informed decisions to improve and maintain performance.
• Ability to use IT and learn new systems.

Lead criterion at application stage: Statement of Suitability . A sift based on the statement of suitability may be held if a large number of applications are received.

Your development

Our HMCTS Leadership Development offer will build your confidence and capability as a leader. From bite-sized learning and interactive workshops to deeper insights through our Accountability & Decision-Making framework, we’ll equip you to lead with impact, inspire your teams, and drive performance across the organisation.

If you are interested in developing your career in a role with real purpose, apply today.

Further details:

New recruits to the Civil Service joining MoJ are expected to join at the band minimum.

Standard full time working hours are 37 hours per week Monday – 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. Applications for part-time working will be considered however due to the nature of the role the minimum hours would be 30 hours per week and a non-working day on a Monday will not be feasible.

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.

Occasional travel to other courts

For this post, occasional travel to other sites will be required for cover when needed.

Additional Information

Working Arrangements & Further Information

The MoJ offers Hybrid Working arrangements where business need allows. This is an informal, non-contractual form of flexible working that blends working from your base location, different MoJ sites and / or from home (please be aware that this role can only be worked in the UK and not overseas). All employees will be expected to spend a minimum of 60% of their working time in an office, subject to local estate capacity.

Some roles will not be suitable for Hybrid Working. Similarly, Hybrid Working will not suit everyone’s circumstances. Arrangements will be discussed and agreed with the successful candidate(s) and subject to regular review.

For nationally advertised roles: All successful candidates will be appointed to the nearest viable office nearest to their home postcode and on its respective pay scale. This will be at either a HQ building (subject to desk allocation, a Justice Collaboration Centre (JCC) or a Justice Satellite Office (JSO) – See Map . All employees will be expected to spend a minimum of 60% of their working time in an office, subject to local estate capacity).

For current MoJ employees, your base location will need to be changed to the nearest viable office (to your home postcode), either at a HQ building, JCC or JSO within the National Office Network and moved its location’s respective pay scale (any legacy arrangements/locations will need to be amended).

Some of MoJ’s terms and conditions of service are changing as part of Civil Service reform. The changes will apply to staff joining MoJ who are new to the Civil Service. Staff joining MoJ from other civil service employers will transfer onto the new MoJ terms if they are already on 'modernised' terms in their current post or onto 'unmodernised' MoJ terms if they are on 'unmodernised' terms at their current post. Details will be available if an offer is made.

MoJ candidates who are on a specialist grade, will be able to retain their grade on lateral transfer.

All candidates who are currently in receipt of Mark Time / Pay Protection should ensure they are familiar with the new policy on permanent and temporary promotion which can be found on the employee intranet.

Flexible working hours

The Ministry of Justice offers a flexible working system in many offices. Standard full time working hours are 37 hours per week. MoJ welcomes part-time, flexible and job-sharing working patterns, where they meet the demands of the role and business needs. All applications for part-time, flexible and job-sharing working patterns will be considered in accordance with the MoJ’s Flexible Working policy.

Benefits

The MoJ offers a range of benefits:

Annual Leave

Annual leave is 25 days on appointment and will increase to 30 days after five years’ service.

There is also a scheme to allow qualifying staff to buy or sell up to three days leave each year. Additional paid time off for public holidays and 1 privilege day. Leave for part-time and job share posts will be calculated on a pro-rata basis.

Pension

The Civil Service offers a choice of pension schemes, giving you the flexibility to choose the pension that suits you best.

Training

The Ministry of Justice is committed to staff development and offers an extensive range of training and development opportunities.

Networks

The opportunity to join employee-run networks that have been established to provide advice and support and to enable the views of employees from minority groups to be expressed direct to senior management. There are currently networks for employees of minority ethnic origin, employees with disabilities, employees with caring responsibilities, women employees, and lesbian, gay, bisexual and transgender employees.

Eligibility

Staff on fixed term appointments must have been recruited through fair and open competition.

Vacancies advertised “cross-government” are only open to all Civil Service employees and employees of accredited non-departmental public bodies (NDPBs) who were appointed on merit following a fair and open competition; or were appointed to a permanent post through an exception in the Civil Service Commissioners' rules.

Support

- A range of ‘Family Friendly’ policies such as opportunities to work reduced hours or job share.
- Access to flexible benefits such as voluntary benefits, retail vouchers and discounts on a range of goods and services.
- For moves to or from another employer or moves across the Civil Service this can have implications on your eligibility to carry on claiming childcare vouchers. You may however be eligible for alternative government childcare support schemes, including Tax Free Childcare. More information can be found on www. www.GOV.UK (https://www.gov.uk/help-with-childcare-costs/tax-free-childcare) or Childcare Choices (https://www.childcarechoices.gov.uk/) . You can determine your eligibility at https://www.childcarechoices.gov.uk/ .
- Paid paternity, adoption and maternity leave.
- Free annual sight tests for employees who use computer screens.

Working for the Civil Service

The Civil Service Code 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 . Should you feel that the recruitment process has breached the recruitment principles you are able to raise a formal complaint in the following order

- To Transformative Business Services (0345 241 5359 (Monday to Friday 8am - 6pm) or e mail [e-mail] (mailto:[e-mail]) );
- To Ministry of Justice Resourcing team ( [e-mail] (mailto:[e-mail]) );
- To the Civil Service Commission (details available here (https://civilservicecommission.independent.gov.uk/recruitment/recruitment-complaints/) )

As a Disability Confident employer, MoJ are committed to providing everyone with the opportunity to demonstrate their skills, talent and abilities, by making adjustments throughout all elements of the recruitment process and in the workplace. MoJ are able to offer an interview to disabled candidates who meet the minimum selection criteria, except in a limited number of campaigns.

You will be able to request reasonable adjustments to the recruitment process within the application form. If you need additional help completing the application form, please contact the TBS Recruitment Enquiries Team.

For more information on applying for a role as a candidate with a disability or long-term condition, please watch our animated videos .

Diversity & 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 .

Redeployment Interview Scheme

Civil Service departments are expected to explore redeployment opportunities before making an individual redundant. The MoJ is committed, as part of the Redeployment Interview Scheme, to providing opportunities to those who are 'at risk of redundancy'.

MoJ is able to offer an interview to eligible candidates who meet the minimum selection criteria, except in a limited number of campaigns. Candidates will not be eligible for the Redeployment Interview Scheme if they are applying on promotion.

Civil Service Nationality Rules

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) https://www.gov.uk/government/publications/nationality-rules

Reserve list

A reserve list may be held for up to 12 months from which further appointments may be made for the same or similar roles.

Contact Information

MoJ:

If you require any assistance please call 0345 241 5359 (Monday to Friday 8am - 6pm) or e mail [e-mail]

Please quote the job reference 23829

HMPPS:

If you require any assistance please call 0345 241 5358 (Monday to Friday 8am - 6pm) or e mail [e-mail]

Please quote the job reference 23829

### Guidance for the Statement of Suitability
Please tell us why you are suitable for this role, referring to the essential knowledge, skills and experience outlined in the job advert: able to demonstrate leadership potential, manage resource to deliver excellent customer service, communicate effectively at all levels, resolve problems calmly and professionally, analyse data to improve performance and able to use IT with a willingness to learn new systems.

You may use examples fromwork, education, volunteering, or other relevant experiences. To achieve the highest scores, we strongly encourage you to use thefull word count(500 words).

Providepersonalised, real-life evidence, clearly linking your experience to theessential criteria.

You may use AI in your application but, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Submitting content that is copied or plagiarised may result in your application being withdrawn.
Strengths will be assessed but these are not shared in advance. To learn more about Strengths and how they are assessed please click here (https://www.gov.uk/government/publications/success-profiles/success-profiles-strengths).

Use of Artificial Intelligence (Al)

Artificial Intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance for more information on appropriate and inappropriate use.