Team Leader – Customer Service (Leicester)

About the role

As a Team Leader at HM Courts & Tribunals Service in Leicester, you will guide a team of contact staff who provide essential support to service users, mediators, the judiciary and management. The role offers a chance to develop your leadership capabilities while contributing to the delivery of justice.

Key responsibilities

• Lead and motivate a team to deliver excellent customer service.
• Monitor performance metrics, analyse trends and produce statistical reports for management.
• Review and improve procedures, work practices and implement new initiatives or legislation.
• Contribute to operational, performance and service‑standard targets.
• Support the wellbeing of team members and foster a positive working environment.

Required profile

• Proven ability to motivate and support a team in a customer‑focused environment.
• Experience in an administrative role dealing directly with the public.
• Strong communication, organisational and prioritisation skills.
• IT proficiency with the capacity to learn new technologies and software.

Required skills

• IT proficiency (general software and systems).

What we offer

• Access to HMCTS leadership development programmes and resources.
• Opportunities to build leadership confidence and influence within a public‑service setting.
• Permanent civil service employment with clear progression pathways.