About us

Are you interested in developing a career with a real purpose? We are looking for individuals who are committed to public service and to make a difference in people’s lives to deliver justice. If this sounds like you, please apply.

HM Courts and Tribunals Service (HMCTS) is responsible for the administration of criminal, civil and family courts and tribunals in England and Wales. Joining us is a chance to play a pivotal role in the smooth running of our courts, which give people and businesses access to potentially life-changing justice. Not only will your work be of crucial importance for those who use our services, you’ll be able to build a varied, challenging and rewarding career.

The key purpose of the role is to

Manage and plan the workload of an autonomous field team which executes warrants in accordance with HMCTS instructions.
To manage the deployment of bailiffs and manage individual performance to achieve the most effective/efficient use of resources and effective disposal of business.
Ensure Governance and Assurance around the safe and secure receipt, accounting and transfer of both money and personal data.
Lead and manage a team of staff, ensuring that its members are organised, and fully skilled to meet their work objectives, using Lean TIBs, SOPs and other continuous improvement tools.
To assist in the delivery of performance against targets.

Key responsibilities

Operations	Monitor incoming workload to ensure work is correctly / evenly distributed to meet the demands of the work. Undertake bailiff duties as required. Manage resources (including staff and facilities) to ensure excellent customer service to all stakeholders, judiciary and management. Monitor key performance areas, analysing performance trends and gain assurance of individual bailiff effectiveness. Conduct ongoing reviews of procedures and work practices and manage the implementation of new initiatives and legislation. To provide advice & guidance to bailiffs on procedural problems. Contribute to the delivery of operational, performance and service standard targets. Contribute to the business plan, with particular focus on the team's area of work. Monitor and proactively report using current HMCTS procedures and contribute to their ongoing development. Ensure the risk management system and standards are applied by all staff in line with HMCTS/MOJ policy. Ensure Governance and Assurance around the safe and secure receipt, accounting and transfer of both money and personal data. Alert others, as appropriate, to risks which are not capable of local resolution. Deal with customers and complaints and address route causes of complaints. Apply LEAN principles, tools and techniques to working practices to improve efficiency of operations.
Team leadership	Lead a team of staff working either onsite or remotely, ensuring that its members are organised, and fully skilled to meet their work objectives. Effectively managing both team and individual performance, addressing any issues as they arise, in line with HR policy.
Processing and managing casework	Work with staff to ensure that casework is appropriately managed, providing advice where process deviations have occurred. Monitoring expenditure against profile of bailiff travel and subsistence and verifying accuracy of returns.
Calculations and analysis	Identify and implement solutions to local problems, referring more complex problems to a Cluster Delivery Manager. Conduct risk assessments in respect of bailiff team members.
Communicating with the public, juries, the judiciary, other court and tribunal users and representatives of other agencies and organisations	Maintain effective working relationships with the judiciary, supporting agencies, voluntary and user groups. Working with agencies to improve the level of service offered to users. Provide feedback to staff, judiciary and other stakeholders on performance against targets. Think beyond own area of responsibility, considering wider policy and organisational implications of issues. Attend and contribute at meetings of relevant User Groups.
Representation	Represent the function you have been assigned to at an operational level
Specialisms	Have a working knowledge of functions undertaken within the Cluster, to support the development and review of policies and procedures. Provide specific functions as directed by line management in line with the SOP for providing that service.
Accountability	Reporting to a Delivery Manager.

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 in HMCTS

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 for example a court usher
Contact Centre roles in HMCTS for example call centre advisers
Processing roles in HMCTS for example Staff at the County Courts Money-Claims Centre and Courts and Tribunal Administration

Being part of the operational delivery profession means belonging to a cross-government community of people. This will offer you access to information on professional standards, skills development and qualifications to help you continue to improve your development and performance and expand your career options.

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