Role Title People Development Lead
Job family
For internal
Organisational Support
Job family
Grade HEO
Status
group
use
Role Purpose This is a line management role which will assume responsibility for each cohort of new learners whilst they pass through the
People Development function in National Services, ensuring they have the excellent people skills and knowledge needed to
deliver an accessible and inclusive service to HMCTS’s diverse users. The role will focus on the short to medium term needs of
the learners and will work with the Operations teams to transition learners and new employees into the business.
Key Accountabilities
• Provide day-to-day management of learners whilst in their onboarding stage of induction training and liaise with ‘end-state’ line manager on
pastoral issues prior to hand-off/sign-off into business-as-usual National Services teams, embedding the new culture and way of working
for National Services.
• Manage and support the team of People Development Coaches, providing opportunities for them to practice and develop their skills and
keep their business knowledge and people training skills up to date. Coach the Coaches in improving their own performance.
• Help the People Development Coaches to monitor and test learners against quality and productivity standards and provide access to
learning /coaching resources where needed. Sign-off learners or recommend repeat of learning stage, ensuring that the skills and
knowledge of individuals meets the required standard to meet user expectations.
• Ensure any National Services specific training content is maintained and update with changes to processes or new business.
• Liaise with Workforce Management team to ensure details of new and existing learners’ skills are maintained in the skills matrix, to ensure
staff are allocated appropriate work, and service delivery to users is maintained and improved.
Knowledge, Skills and Experience
• Leadership skills - to visibly demonstrate and embed the new culture and ways of working for National Services in delivering service
improvements to the end user.
• People management skills - to empower team members to take personal responsibility for their own personal impact and development.
• Knowledge of, or willingness to learn, HMCTS policies and people management processes for both learners and for Development Team
coaches under their management, including performance management, attendance management, grievance and disciplinary policies - to
ensure compliance and team effectiveness.
• Business-specific knowledge (or willingness to learn) and experience - to be able to coach and advise learners on improvement in
specific business areas and maintain focus on service user’s needs.
• CIPD qualification in training & L&D delivery (preferable).
• People and communication skills - to be able to coach learners in increasing effectiveness in handling user queries by telephone, email
or webchat (etc).
• Ability to judge capability, competence and potential in learners and adapt approach for different learners - to ensure best learning
environment.
• Knowledge of, or willingness to learn learning resources and solutions to recommend to learners - to maintain or increase their
effectiveness.
• Coaching skills - to be able to coach both learners and Development Coaches in improvements towards personal effectiveness and
increased user satisfaction with HMCTS service.
Problem Solving and Decision Making
This role will decide on individual learning needs and develop strategies and tailoring plans to help learners reach competence, also assessing
quality and accuracy of work of both the learners and the Development Trainers and Coaches, against set criteria.
Management of Resources
During People Development stages, will manage learners’ activity, productivity and performance. Will also line manage permanent and
seconded Development Coaches and Trainers.
Autonomy
The role holder will follow professional and technical guidelines but will use discretion in the application of these. Supervision for this role will be
remote. The role holder may be responsible for a geographically split team.
Key Relationships and Contacts
This role will coach and develop individuals in specific business areas and general user-facing skills. Work with Team leaders, Development
Leader and Heads of Operations on delivery plans. On occasion there will be a need to influence and persuade at lower levels.
• Team leaders - to discuss new and ongoing development needs for staff and teams at National Services and gathering information on
effectiveness of people development activities.
• Trainers (for induction training) - ensuring compliance with national and CTSC specific requirements for Induction.
• National Services staff / People Development learners - gathering information on effectiveness of people development activities.
• National Services service users - contact will be incidental to the role holder’s role in training and coaching learners in their interactions
with the public and will be the provision of information and guidance to users.