
Role Title	Bailiff Manager

Job family group	Insert text here	Job family/ies	Insert text here	Grade	Insert text here	Status	For internal use

Role Purpose (250 words max)	The Bailiff team across HMCTS play a crucial role in the Justice System, working on the front line and interacting with individuals during some of the most challenging points of their lives. They are responsible for enforcing civil debt and possession orders issued by the courts. This means visiting homes and businesses to recover money owed, assess and seize personal goods, personally serve documentation including Injunction orders or facilitate the repossession of properties when a Judge has so ordered. A Bailiff Manager will lead and deploy a team of County Court Bailiffs, who often work outside normal business hours (up to 9pm and weekends) and across multiple locations to assist in the delivery of performance targets. They are responsible for the health, safety and security of their Bailiffs when on civil enforcement duties. The Manager is responsible for planning workloads, managing performance, and allocating resources, while ensuring strict governance and assurance in the secure receipt, accounting, and transfer of money and personal data. They maintain compliance with governance protocols and provide support to their team in carrying out duties as needed. They will monitor incoming workload to ensure work is correctly distributed to meet the demands of the business. The Manager will also perform the duties of a County Court Bailiff.

Key Accountabilities (600 words max)
Manage a team of Bailiffs across multiple locations, ensuring they are well-organised, trained, and equipped to meet operational objectives. Ensure Bailiffs’ health and safety in line with HMCTS guidelines, including risk assessments and incident reporting. Input local statistics into the Bailiff Dashboard, track KPIs, analyse trends, and maintain high standards of service delivery. Allocate work effectively to meet business demands, including reviewing the Outstanding Warrant List and prioritising warrants nearing expiry. Uphold compliance with National Standards, financial integrity, and performance monitoring to ensure transparency and accountability. Report all incidents promptly in accordance with HMCTS/MoJ policy and oversee investigations. Ensure Bailiffs complete pre-visit risk assessments and dynamic risk assessments in the field, providing guidance and support as needed. Support and guide Bailiffs complete Dynamic Risk Assessments that are conducted when out in the field based on emerging intelligence. Ensure Bailiffs have and use appropriate use of PPE, for example body armour / body worn cameras and the handling of data that is captured in line with DPA. Review and address complaints effectively and professionally. Manage resources (including staff and facilities) to ensure excellent customer service to all stakeholders, judiciary and management. Conduct ongoing reviews of procedures and work practices and manage the implementation of new initiatives and legislation. 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. Maintain knowledge of relevant legislation, including the Tribunals, Courts and Enforcement Act 2007 and Taking Control of Goods Regulations 2013. Bailiffs/Bailiff Managers frequently encounter vulnerable individuals, including those facing financial hardship, mental health challenges, or other personal difficulties and will therefore be required to collaborate with external support services and stakeholders, such as police, social services, and local authorities, when necessary to ensure the safety of self and others. Work collaboratively with other Bailiff Managers to ensure the best use of resources to meet business needs. Undertake full Bailiff duties as required, executing warrants of control, agreeing payment plans and/or assessing and potentially removing goods to satisfy outstanding judgments. In cases of possession, overseeing the safe departure of occupants from a property, ensuring they are treated with dignity and respect, and securing the premises to prevent unauthorised re-entry.

Knowledge, Skills and Experience (500 words max)
Team management and experience of leading a front line dispersed team. Role model engaging behaviours, provide coaching to support and develop staff, and be able to ensure the application of MoJ HR policies and procedures. Support the wellbeing of Bailiffs often facing challenging and difficult situations, signposting to appropriate support and wellbeing services. Capable of the effective management of a team of field-based Bailiffs and deployment of resources to deliver performance outcomes. Excellent organisational and planning skills, able to distribute a high casework, prioritising as necessary across a dispersed team. Data reporting and analysis skills. Able to input and interpret performance targets to inform appropriate decisions. They will be able to confidently report to senior managers performance outcomes. Exhibit adaptable leadership and communication skills, being able to effectively engage with a diverse audience of court users and stakeholders. Proficient in risk assessment, identification of H&S/safeguarding risks, and correct use of PPE. When enforcing civil debt and possession Judgements, Bailiff Managers will often encounter challenging circumstances and conflict and will need to possess excellent interpersonal skills, capable of calmly de-escalating difficult or volatile situations in high-pressure environments. Detailed understanding of established procedures and work practices to organise the delivery of effective and efficient day-to-day services. Understand and deliver expert and legally correct information to internal and external audiences in a professional and credible manner representing HMCTS. Show empathy for court users, maintaining a non-judgmental approach while focusing on fulfilling the role with full respect for the customers encountered. Confidently engage with challenging and vulnerable individuals, collaborating with external support services and stakeholders, such as police, social services, and local authorities, when necessary to ensure the safety of self and others. Possess strong influencing and negotiation skills to achieve common ground with claimants and customers with often strong opposing views and circumstances. Capable of working in a demanding and complex environment with shifting priorities. Dedicated to delivering professional service to customers, driven by a genuine passion for supporting and assisting individuals. Able to work autonomously with excellent organisational and planning skills. Able to travel independently around designated enforcement area.

Problem Solving and Decision Making (300 words max)
Input accurate local statistics into the Bailiff Dashboard, which tracks incoming and outgoing work and monthly workload, using this data to allocate tasks, prioritising warrants close to expiry from the Outstanding Warrant List for urgent visits. Bailiff managers to allocate work to Bailiffs based on the data from these stats, determining priority. Investigate complaints thoroughly to draft responses and take follow-up actions, such as reviewing Bailiff performance or assessing training needs. Communicate outcomes clearly to complainants and make decisions on resolution, which may include re-issuing warrants, recommending ex-gratia payments, or requesting bodycam footage. Bailiff Managers must make decisions on Bailiff performance and development requirements. Determine and advise on appropriate PPE and safety requirements for Bailiffs. Assist Bailiffs in conducting advanced risk assessments before visits and dynamic, real-time risk assessments during enforcement activity. Apply operational procedures within prescribed frameworks while prioritising safety. Employ sound judgment and balanced decision-making to prioritise the safety of their Bailiffs. Engage with individuals with diverse and complex needs, including vulnerable or challenging cases. Make immediate decisions on appropriate actions, assess risks to self and others, and involve safeguarding services, social services, or police when necessary.

Management of Resources (250 words max)
Lead a team of field-based Bailiffs working varied shift patterns (including evenings up to 9pm and weekends). Ensure effective deployment of resources, sometimes at short notice, to serve urgent court orders as directed by the Judge. Manage personal time effectively and account for all money collected in strict compliance with the Cash Handling Policy. Track and monitor workload to ensure warrants are properly accounted for and actioned promptly. Produce accurate monthly performance data. Investigate and report any irregularities in expenditure to maintain financial integrity.

Autonomy (250 words max)
When undertaking community-based enforcement activity, Bailiff Managers are required to make decisions about resolving problems rather than simply choosing an appropriate response or course of action from a limited range of known options. In this context, they are required to be able to take independent action and exercise both Judgement and initiative in interpreting instructions and in choosing the appropriate course of action within those parameters. Manage a team of autonomous Bailiffs with the ability to cope with ‘real time’ disruption/delay. Make Medium & High-risk assessments and support Bailiffs to implement necessary mitigations to protect the safety of their team.

Key Relationships and Contacts (300 words max)
Lead and manage a team of Bailiffs, ensuring alignment with collective objectives and expectations. Act as a visible representative of HMCTS during interactions with court users, businesses, and the public, including home and business visits. Build and maintain strong working relationships with police, social services, local authorities, and other agencies, particularly during high-risk visits. Maintain effective relationships with the judiciary, supporting agencies, voluntary groups, and user groups. Work collaboratively to improve service delivery. Provide clear and constructive feedback to staff, judiciary, and stakeholders on performance against targets. Think beyond own area of responsibility, considering wider policy and organisational implications of issues. Attend and contribute to meetings of relevant groups, representing the Bailiff team and supporting organisational objectives.