Overview

This role is part of the Operational Delivery Profession. Operational delivery professionals are the outward face of government, providing essential services to the public in a variety of roles. They work in many different departments and agencies across the breadth of the UK, delivering service to customers in face-to-face roles in HMCTS (e.g., court usher), contact centre roles in HMCTS (e.g., call centre advisers), and processing roles (e.g., staff at the County Courts Money-Claims Centre and Courts and Tribunals Administration). 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. All employees will be expected to spend a minimum of 60% of their working time in an office, subject to local estate capacity.

Responsibilities

• Support the Cluster Manager and Cluster Operations manager by being responsible for managing functions within the cluster, delivering a consistent and customer focussed service.
• Ensure effective deployment of resources to meet operational needs.
• Ensure the delivery of cluster performance management objectives.
• Act as Responsible Officer as required.
• Maintain effective working relationships with the judiciary, supporting agencies, voluntary and user groups. Work with agencies to improve the level of service offered to users.
• Provide direction and close support to local managers, setting local priorities which are consistent with the business plan.
• Lead Staff Forums as part of employee engagement activities to effect good working relationships with staff and to improve service delivery and staff morale / motivation.
• Ensure that team targets are met and resources are managed to deliver highly effective performance.
• Identify process improvements, understand and manage associated risks; build on team strengths to deliver business outcomes.
• Ensure that Governance, risk management registers and contingency plans are in place and updated annually/monthly.
• Ensure compliance with HMCTS values, policies and procedures (including diversity, attendance and discipline, HMCTS Assurance Programme).
• Ensure that local training needs are identified, assessed and training is delivered.
• Perform Responsible Officer duties, including identifying and implementing solutions to local problems, ensuring IT/Workstation compliance, health and safety compliance, risk assessments, and maintenance of an up to date Asset Register.
• Escalate issues regarding level of service for Estates Facilities Management to MoJ Estates as needed.
• Constructively manage complaints within set timescales, and ensure corrective action taken where necessary.
• Apply LEAN principles, tools and techniques to working practices to improve efficiency of operations.
• Manage casework and work with managers and staff to develop team plans as part of the cluster's business plan.
• Set local priorities and objectives within the context of national/regional strategies and plans.
• Identify and implement solutions to local problems; refer more complex problems to the Cluster Operations Manager as appropriate.
• Communicate with the public, the judiciary, other court & tribunals users and representatives of other agencies and organisations; maintain effective liaison with judiciary, user groups and representative organisations.
• Think beyond own area of responsibility, considering wider policy and organisational implications of issues.
• Develop local communication plans to meet the needs of the target audience.
• Represent the function at an operational level.
• Provide operational leadership to managers and staff and model engaging behaviours.
• Provide coaching to support and develop staff, guiding them through substantial change.
• Support ongoing use of Terms of Instructions and SOPs and empower staff to achieve high performance.
• Ensure the application of MoJ HR policies and procedures.
• Maintain comprehensive knowledge of functions within the Cluster to support policy and procedure development/review.
• Provide specific functions as directed by line management in line with SOPs for providing that service.
• Ensure effective deployment of resources to live within the allocated budget.
• Report to the Cluster Operations Manager / Cluster Manager.

Qualifications and Experience

• Experience in operational delivery and people management within a public sector or similar environment.
• Ability to lead, engage and coach teams, manage performance, and deliver service improvements.
• Strong stakeholder management and communication skills with the judiciary, user groups and partner organisations.
• Understanding of governance, risk management and health and safety requirements.

Other Duties

The post holder is required to work in a flexible way and undertake any other duties reasonably requested by line management which are commensurate with the grade and level of responsibility of this post.

Operational Delivery and Working Arrangements

Hybrid Working arrangements are available where business need allows. 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.

Benefits and Civil Service Information

• Leadership, Managing a Quality Service, Communicating and Influencing, Making Effective Decisions.
• Flexible working patterns, training opportunities, employee networks, and family-friendly policies are available where applicable.
• There are additional benefits including annual leave, pension options, and access to flexible benefits and discounts.
• The Civil Service Code applies, and recruitment is merit-based through fair and open competition. Disability Confident employer status is maintained with adjustments available during recruitment and at work.

How to Apply and Contact

For further details about the Civil Service and related policies, see the Civil Service People Plan and Diversity and Inclusion Strategy. For veterans, there is a guaranteed interview scheme for eligible former service members. If you need to discuss accessibility or adjustments, contact the MoJ recruitment team as provided in the posting.

EEO and Additional Information

• MoJ is an equal opportunity employer. See provided links for the Civil Service diversity and inclusion strategy and related policies.
• Information about childcare vouchers and related government schemes is available via GOV.UK and Childcare Choices.
• Details of the recruitment process and complaint channels are provided if you feel recruitment principles were breached.