Job Title: Bailiff Manager
Postholders must hold a full UK Driving Licence (see info below)
Grade: Executive Officer (EO)
Overview
HM Courts & Tribunals Service (HMCTS) is an agency of the Ministry of Justice. We provide support for the legal system across England and Wales, along with non-devolved tribunals in Scotland and Northern Ireland, ensuring justice works for everyone.
Our Justice system defends our fundamental rights and freedoms. It is a cornerstone of our modern society. It protects some of the most vulnerable people in our communities, from families in crisis to claimants and commercial businesses. We have a responsibility to deliver a Justice system that is accessible to everyone and operates efficiently.
So, what do we need from you?
A full licence entitling you to drive permanently in Great Britain.
A road worthy vehicle is essential for the role.
There is some computer use (inputting, e-mails, for example) so computer skills to undertake work at the level required is also required.
Great communication skills - both written and verbal.
Commitment to providing a brilliant service for our customers.
Ability to handle difficult conversations.
Ability to provide information, quickly and clearly.
A real passion for supporting and helping people.
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.
Essential Skills & Criteria
Ability to motivate and support your team to deliver excellent customer service and achieve effective performance.
Experience of working in an administrative role in a customer focussed environment.
Proficient with IT and Microsoft Software packages.
Excellent communication and organisational skills.
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.
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. 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.
Please note a driving licence and road worthy vehicle which can be used for work related travel, with the appropriate insurance, are essential for the role. All work mileage is paid for in accordance with the allowances in place, as amended from time to time.