About the job

Job summary

Please refer to Job Description

Job description

We encourage applications from people from all backgrounds and aim to have a workforce that represents the wider society that we serve. We pride ourselves on being an employer of choice. We champion diversity, inclusion and wellbeing and aim to create a workplace where everyone feels valued and a sense of belonging. To find out more about how we do this visit: https://www.gov.uk/government/organisations/ministry-of-justice/about/equality-and-diversity.

Rydym yn croesawu ac yn annog ceisiadau gan bawb, yn cynnwys grwpiau sydd wedi’u tangynrychioli yn ein gweithlu ar hyn o bryd, ac rydym yn ymfalchïo mewn bod yn gyflogwr o safon uchel sy’n denu llawer o ymgeiswyr. Ewch i https://www.gov.uk/government/organisations/ministry-of-justice/about/equality-and-diversity gael rhagor o wybodaeth am sut rydym yn hyrwyddo amrywiaeth a chynhwysiant yn y gweithle.

HM Courts and Tribunals Service

Directorate: National Services - Courts and Tribunals Service Centre (CTSC)

Job Title: CTSC Service Delivery Manager

Pay Span or equivalent:  HEO

Who are we?

HM Courts & Tribunals Service (HMCTS) is an agency of the Ministry of Justice. We provide support for the legal system across England and Wales, ensuring justice works for everyone.   

Our justice system defends our fundamental rights and freedoms. It is a cornerstone of our modern society, and it must serve all those who call on it, when they call on it. From some of the most vulnerable people in our society, to families in crisis, claimants, and commercial businesses – we have a responsibility to deliver a Justice system that is accessible to everyone and operates efficiently.

Spread nationally over several sites, our CTSCs are home to a large part of our workforce. The CTSCs are the administrative offices of the future. Providing hubs for telephony, assisted digital, case progression and hearing support, these centres provide a consistent national service that enables cases to move through to conclusion smoothly and that provide the right support to the local judiciary.  

We are working to reform a Justice system that has in the past relied heavily on paper-based processes and the CTSCs are among the first steps in being able to support a modern, digital Justice system.

What will you be doing?

You will be responsible for management of the teams and the performance within their allocated service areas, reporting to the Operation Managers on key trends and insights on workflow.

You will provide leadership across the service operation including stakeholders, while building and leading a highly motivated service team of Team Leaders and CTSC Support Officers to deliver the operational performance required in the Service Operating Model, including the day-to-day performance of all our admin, voice, live chat and in the future, social media channels.

Person specification

• You will have the ability to work strategically with peers and deliver strong operational rigour through their teams, simplifying ambiguity and giving clear direction.
• You will have a clear understanding of empowerment and how it plays through an operational environment, to achieve the highest performance standards and have the skills, knowledge, and resources to effectively carry out the role.
• You will be someone who builds an ambitious performance and development culture and creates continually growing capability in the operation. Ensuring staff are supported, valued, and rewarded appropriately.
• You will be a strong people leader, who provides support to staff, through coaching and development, including performance management, with a strong service ethic and ability to drive quality.
• You will also be a collaborative team player, who understands how to raise capability within a team and build a sustainable platform for continued improvement.

For more details on this opportunity, please see the attached role profile and candidate pack.

Ways of working

Standard full time working hours are 37 hours per week. There is an expectation that you can be flexible with your working hours to accommodate the needs of the business, the post holder may also be required  to travel to other CTSC sites where required. 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.

Person specification

Please refer to Job Description

Benefits

Alongside your salary of £32,827, HM Courts and Tribunals Service contributes £8,896 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

Things you need to know

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths and Experience.https://justicejobs.tal.net/vx/candidate/cms/About%20the%20MOJ

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check. People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

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)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) 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 (opens in a new window). The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.