OFFICIAL

LAA Job Description Template V9 - February 2026

Job Title & Grade:

Workflow Coordinator - HEO

Contract Type:

Permanent

Salary range (depending on location):

National - £35,335 to £37,847

Please note that unless you are currently employed by the Civil Service and are earning more than the minimum above, if successful you will be offered the minimum for the grade depending on your location.

Location:

National - excluding London

Directorate:

Case Management

Team:

Exceptional and Complex Cases Team (ECCT)

Working Pattern:

The post is supported by the MOJ flexible working policy and includes colleagues who work flexibly, remotely (as part of hybrid working), part time or as part of a job share etc.

If you are applying for a part time role, please note that in order to meet business demands we need cover for a minimum of 30 hours and to cover 4 days of the week

To meet legal requirements, if you are between the ages 16-18 and you are a successful candidate, you will be required to complete an apprenticeship after your initial on the job training.

Reporting to:

ECCT Operations Manager

Closing date for applications

20^th April 2026

The Legal Aid Agency

We are an executive agency of the Ministry of Justice (MoJ). We are responsible for operationally administering the legal aid fund to provide criminal and civil legal aid advice to people in England and Wales.

Our people are at the heart of achieving excellence. Employing around 1,200 colleagues across England and Wales, we feel proud to have some of the best People Survey results in the Civil Service.

Case Management

The Case Management Directorate is the operational delivery function of the LAA, and our staff ensure that each year in excess of 500,000 new clients are able to access the justice they require, and that their providers are fairly remunerated for the delivery of the legal aid. With staff based across multiple sites we deliver services for those facing both criminal and civil legal problems including family, immigration, mental health, housing, and exceptional funding cases.

Exceptional and Complex Cases Team

The Exceptional & Complex Cases Team (ECCT) is a centre of legal expertise within LAA comprising of lawyers and non- lawyers who manage complex, high-profile, high-value applications for civil funding. ECCT handles applications for exceptional case funding under the Legal Aid, Sentencing and Punishment of Offenders Act 2012 (LASPO), deciding whether funding should be provided in cases that fall outside the ordinary scope of legal aid: whether it would breach or risk a breach of an individual’s human rights not to fund. This is important work, essential to ensuring access to justice.

Life in the team suits people with a strong public-service ethos where we put the applicant for legal aid at the heart of our processes and systems and make funding decisions that are objective and based on the legal aid legal framework to enable access to justice. We work collaboratively with our Case Management colleagues to provide services to help people in need. The team is geographically diverse with LAA offices based nationally.

Job Summary

The Workflow Coordinator is responsible for managing the allocation, monitoring, and reporting of work across the team to ensure efficient workflow and delivery against key performance indicators (KPIs). The role supports operational decision‑making by producing accurate Management Information (MI), identifying trends, delivering training, and providing clear communication across teams.

Day to day duties include analysis of performance statistics, planning of resources, the allocation of work, the production of MI Reports, along with line management of the Business Support Unit (BSU).

The post holder will be required to foster an environment of continuous improvement, looking for new ways to develop the processes and tools in place for workflow management across the Exceptional and Complex Cases Team.

Key Responsibilities:

Management Information & Data Analysis

Produce daily, weekly, and monthly MI reports to agreed deadlines using Microsoft 365 applications.
Analyse data from multiple MI sources to ensure accuracy, escalating issues and proposing solutions where appropriate.
Identify current and emerging trends in work received/processed and make recommendations to support training needs and workforce planning.

Workflow Coordination

Provide allocation direction on work across various workstreams both paper and electronic to the appropriate people, responding quickly to operational changes and business needs.
Track workflow progress against KPIs, communicating any issues to relevant stakeholders along with suggested solutions.
Respond promptly and effectively to workflow‑related queries, supporting decisions with data where required.

Reporting Systems & Quality Control

Design, build, and implement reporting systems to monitor performance against KPIs.
Support quality control processes to ensure accuracy and consistency in reporting and workflow management.

Training & Support

Prepare and deliver training materials relevant to workflow and MI processes.
Mentor and support new members of the team, helping them develop confidence and competence in their roles.

Line Management

Act as line manager for ECCT’s Business Support Unit (BSU).
Undertake day-to-day management of BSU team, including organising rotas, setting direction, and monitoring performance.

Communication & Collaboration

Build and maintain effective working relationships across ECCT and wider Case Management to ensure workflow messages are clear, consistent, and well understood.
Communicate persuasively regarding resource availability, workflow priorities, and operational challenges.
Tailor communication style and method to suit the audience, recognising differing needs across teams.
Be prepared to attend LAA offices for face-to-face meetings, line management tasks, and training as required.

Essential Knowledge, Experience and skills A	Ability to interpret and analyse data to support evidence‑based decisions on workflow priorities and resource allocation, demonstrating an attention to detail and commitment to accuracy throughout Ability to manage deadlines and prioritise multiple tasks in a fast‑paced environment Effective communication skills both written and verbal, including the ability to clearly explain and defend your decisions Ability to successfully and effectively use influencing skills whilst building relationships with a wide range of stakeholders Ability to produce management information and analyse data using Microsoft 365 applications (Excel, Teams, Power BI, etc.) Proven line management experience
Desirable Knowledge, Experience and skills	Ability to react positively to change and conflicting priorities Experience of designing or improving reporting systems Understanding of KPIs and performance monitoring frameworks
Person Specification	Enjoys working in a fast changing environment Enjoys working with a wide range of people at all grades and levels of capability Enjoys working independently and as part of a team

Assessment approach

Application Process -

To apply please provide a statement of suitability showing how you meet the essential criteria in no more than 1000 words.

Your statement should demonstrate your ability to do all of the essential criteria listed, using examples can help strengthen your application.

Please note that we only require a Statement of Suitability for your application. The wording on this advert may suggest that an Experience question is also required, however this is not necessary.

Interview / assessment Process

If you are successful through the application stage, you will be invited to an interview / assessment centre in person or via Microsoft Teams where you will be assessed against the following:

Strengths relevant to the role
The following Behaviours:

Delivering at Pace

show a positive approach to keeping the whole team’s efforts focused on the top priorities
promote a culture of following the appropriate procedures to ensure results are achieved on time whilst still enabling innovation
ensure the most appropriate resources are available for colleagues to use to do their job effectively
regularly monitor your own and team’s work against milestones ensuring individual needs are considered when setting tasks
act promptly to reassess workloads and priorities when there are conflicting demands to maintain performance
allow individuals the space and authority to meet objectives, providing additional support where necessary, whilst keeping overall responsibility

Communicating and Influencing

communicate in a straightforward, honest and engaging manner - choosing appropriate styles to maximise understanding and impact
encourage the use of different communication methods, including digital resources and highlight the benefits, including ensuring cost effectiveness
ensure communication has a clear purpose and takes into account people’s individual needs
share information as appropriate and check understanding
show positivity and enthusiasm towards work, encouraging others to do the same
ensure that important messages are communicated with colleagues and stakeholders respectfully, taking into consideration the diversity of interests

Making Effective Decisions

understand your own level of responsibility and empower others to make decisions where appropriate
analyse and use a range of relevant, credible information from internal and external sources to support decisions
invite challenge and where appropriate involve others in decision making
display confidence when making difficult decisions, even if they prove to be unpopular
consult with others to ensure the potential impacts on end users have been considered
present strong recommendations in a timely manner outlining the consideration of other options, costs, benefits and risks
A 30-minute ability exercise, which will assess your ability to interpret and analyse data to support decision making. You will be provided with all of the required information during the interview.
Your Experience of implementing, promoting, or understanding diversity and inclusion policy - Diversity is the presence of difference, this can include one or more of the protected characteristics (Gender, Age, Race, Disability etc.) or it can be about working patterns, whether we like to jump into a task or reflect on it before acting. Inclusion is how we welcome, value, and celebrate diversity, giving everyone a voice, tapping into ideas, and enabling everyone to be themselves at work and achieve their potential.

For this grade/ role we would expect the candidate to demonstrate understanding of the terms Diversity and Inclusion and be able to explain why they are important to them, their team and to where they work. We would also expect examples of action they have taken (in or outside of work) to embrace diversity (e.g., increasing understanding) or improve inclusion at a team or group level.

Shortlisting is planned for week commencing 27 April 2026

Interviews are planned for week commencing 18 May 2026

If you would like more information on this opportunity, please contact - John Redfern john.redfern@justice.gov.uk

Use of Artificial Intelligence (AI) 

As part of our commitment to integrity and transparency, we ask all applicants to ensure that the experiences, achievements, and examples shared in your application are entirely your own. 

Please do not use AI tools to fabricate or simulate personal experiences. While AI can assist with formatting and grammar, it must not be used to generate stories, skills, or accomplishments that you have not personally lived or earned. 

Our LAA commitment to Diversity and Inclusion

The Civil Service is committed to attract, retain, and invest in talent wherever it is found. To learn more please see the Civil Service People Plan and the Civil Service Diversity and Inclusion Strategy.

As a Disability Confident organisation, we will offer a guaranteed interview to candidates with a disability who meet the essential criteria for this role. Under the Equality Act 2010 a disability is defined as a physical or mental impairment which has a substantial and long-term adverse effect on your ability to carry out normal day-to-day activities which has lasted, or is expected to last, at least 12 months.

If you are responding to a role within the Legal Aid Agency and would like to be considered under the guaranteed interview, please indicate this in your application and let us know of any reasonable adjustments you may require during the sift or later selection processes.

The LAA’s goal is to build an organisation that is open and inclusive and truly values and celebrates the diversity of its workforce. One that reflects and understands the needs of the diverse society we serve. This is regardless of social background, gender, age, ethnicity, sexual orientation, beliefs, disabilities or long-term illness or caring responsibilities.

Reasonable Adjustments

We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long-term condition (for example dyslexia, anxiety, autism, a mobility condition or hearing loss) and need us to make any reasonable adjustments to support you through the recruitment process, please let us know by adding the information to the applications system or emailing LAARecruitment@justice.gov.uk after you have applied so that we can discuss options with you.

Complaints procedure

If you have any complaints about this recruitment activity, please share your concerns by emailing LAARecruitment@justice.gov.uk initially. We aim to respond to any complaint within 10 working days.

If you are dissatisfied with our response, we will forward your complaint to the Civil Service Commission, an independent body, for review.

OFFICIAL

The Legal Aid Agency

Case Management

Exceptional and Complex Cases Team

Job Summary

Key Responsibilities:

Assessment approach

Use of Artificial Intelligence (AI)

As part of our commitment to integrity and transparency, we ask all applicants to ensure that the experiences, achievements, and examples shared in your application are entirely your own.

Please do not use AI tools to fabricate or simulate personal experiences. While AI can assist with formatting and grammar, it must not be used to generate stories, skills, or accomplishments that you have not personally lived or earned.

Our LAA commitment to Diversity and Inclusion

Complaints procedure

Use of Artificial Intelligence (AI) 

As part of our commitment to integrity and transparency, we ask all applicants to ensure that the experiences, achievements, and examples shared in your application are entirely your own. 

Please do not use AI tools to fabricate or simulate personal experiences. While AI can assist with formatting and grammar, it must not be used to generate stories, skills, or accomplishments that you have not personally lived or earned. 