Team Leader - User Account Management

Ministry of Justice; Burton on the Wolds; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A government agency in the UK is seeking a dedicated Team Leader to guide a team in delivering exceptional customer service and administrative support. The role demands strong leadership and organizational skills, alongside a commitment to team wellbeing. Key responsibilities include monitoring performance, ensuring effective operations, and identifying improvement areas. Applicants should have experience in a customer-focused environment and strong IT proficiency. Flexible working arrangements may be available; this role is essential for the agency's operations.

Benefits

Flexible Working Hours

Annual Leave

Training Opportunities

Pension Scheme

Qualifications

• Experience in an administrative role in a customer-focused environment is essential.
• Ability to motivate and support teams to deliver excellent service.
• Proficient in IT and adaptable to different technologies.

Responsibilities

• Lead and develop a team to achieve performance and service targets.
• Monitor and analyze team performance, recommending improvements.
• Ensure high standards of customer service are maintained.

Skills

Leadership

Customer Service

Organizational Skills

Communication Skills

Analytical Skills

Job description

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 administrative support and customer service to service users, judiciary and management., Leading your team, you'll focus on the team's area of work, making sure that work is prioritised and organised and your team fully skilled to meet objectives. As an effective Team Leader, you 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, mediators and judiciary. 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., These operational roles are customer facing, requiring successful applicants to be office based to provide HMCTS services to the public. Non-contractual hybrid working may be available. 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. 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. There will be no requirement for Saturday or Bank Holiday working, and overtime will not be available. Occasional travel to other courts For this post, occasional travel to other National Services sites may be required when needed.

Skilled Worker Visa This role is not eligible for new Skilled Worker visas in accordance with the current immigration rules. From 22 July 2025, the Government introduced changes to the Skilled Worker visa route. The department cannot consider sponsoring you for this role unless you have held a Skilled Worker visa prior to the 22 July 2025 changes. 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 have not held a Skilled Worker visa prior to the 22 July 2025 changes, 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.

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 role: 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.

Leadership Experience We will assess your experience for this role via the following methods Statement of Suitability Statement of Suitability Guidance for the Statement of Suitability Please tell us why you are suitable for this role. You will need to demonstrate your skills, knowledge and experience giving 'real‑life' examples of what you are describing. Please ensure that your examples are specific, evidence based and are addressing the key criteria outlined in the job advert. Your answer should cover 'what' you did and 'how' you did it, and outline what the outcome was. You must ensure that any evidence submitted as part of your application are truthful and factually accurate. Please note that plagiarism can include presenting the ideas and experiences of others, or generated by artificial intelligence, as your own. Personalisation in writing your statement is essential. Please use the full word count. Evidence of Experience Statement of SuitabilityInterview stage assessments Interview Dates Start of expected Feb To Be Confirmed Behaviours Making Effective Decisions Leadership Communicating and Influencing Strengths Strengths will be assessed but these are not shared in advance. To learn more about Strengths and how they are assessed please click here. Level of security checks required DBS Basic

Level of security checks required DBS Basic

• 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. HM Courts & Tribunals Service (HMCTS) is an agency of the Ministry of Justice and is 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. 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.
• A Great Place to Work for Veterans The "Making the Civil Service a Great Place to work for veterans" initiative includes a guaranteed interview scheme to those who meet the minimum criteria to provide eligible former members of the Armed Forces with opportunities to secure rewarding jobs. Allowing veterans to continue to serve their country, and to bring highly skilled individuals with a broad range of experience into the Civil Service in an environment, which recognises and values your previous service in the Armed Forces. For further details about the initiative and eligibility requirements visit: https://www.gov.uk/government/news/making-the-civil-service-a-great-place-to-work-for-veterans
• 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. 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.GOV.UK or Childcare Choices. 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]); To Ministry of Justice Resourcing team ([e-mail]); To the Civil Service Commission (details available here) As a Disability Confident employer, MoJ are committed to providing everyone with the opportunity to demonstrate your 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.