Job Description

This role will provide day-to-day management and leadership to the Query Management & Case Administration team, which are likely to be 8-10 staff, and focusing on the direction of the team in cooperation with the other QMCA Team Leaders to ensure consistency. The role will be responsible for coaching the team on service improvement and ensuring the teams provide an accessible and inclusive service to diverse service users through great people service skills.

Key accountabilities include:

• Coach, motivate and support Query Management & Case Administration Officers in their interactions with service users, both in terms of the quality and accuracy of interactions with service users, in line with quality standards, to ensure the delivery of a high quality customer/user focused service on a daily basis and delivering a service focused on quality as well as timeliness.
• Work with Real-time Workforce Analysts to ensure service delivery is maintained during busy periods by making changes to team’s workflow and activities to ensure consistent delivery of excellent service to users and to maintain effective team performance.
• Work with team and with other HMCTS teams to ensure business objectives and associated targets are met and team and individual performance is maintained.
• Work with Quality Assessors on improvements in staff performance and either coach for improvement or refer to People Development team for skills and knowledge development to ensure focus is maintained on maintaining or improving standards of service delivery to users/customers and supporting effective individual performance.
• Liaise with People Development team on development plans for staff and schedule development activity to ensure consistent levels of service to users is maintained and staff have the right knowledge and skills to meet various user/customer needs
• Provide pastoral support for Query Management & Case Administration Officers in day-to-day management issues
• Lead the team in continuous improvement activity and feed this into the Continuous improvement work stream for CTSCs
• Work with Workforce Planning & Work Scheduling teams to ensure staff details are up-to-date for scheduling and planning purposes so that CTSC has the right people with the right skills and knowledge available at the right time
• Provide support to QMCA team with difficult & complex issues, and escalate if necessary
• Ensure team and individuals maintain the essential required knowledge by enabling access to and checking staff have read relevant Knowledge articles to ensure their knowledge is accurate and up-to-date, and sharing information at daily TIB meetings ensuring customers/users are given the correct information they need, when they need it.

Behaviours

We'll assess you against these behaviours during the selection process:

• Managing a Quality Service

Benefits

• 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
• Annual Leave
• Public Holidays
• Season Ticket Advance

Required Knowledge, Skills, and Abilities

Provide Leadership to the team, visibly demonstrating and embedding the new culture and ways of working for CTSC in delivering service excellence across all CTSC jurisdictions. People management skills to ensure team is working effectively together where necessary. Knowledge of HMCTS people policies, including performance management, attendance management, grievance and disciplinary policies in order to manage team effectively and ensure continued service delivery to users or willingness to learn. Knowledge of business processes, to be able to coach and support team where needed. Knowledge of IT systems used in QMCA team, including voice recording, to be able to review individual and team performance and analyze areas for improvement or success. Knowledge of quality and performance standards and KPIs. Coaching skills, to be able to support QMCA team in improving service delivery.