
Role Title		CTSC Service Delivery Manager

Job family group		Operational Delivery	Job family/ies	CTSC	Grade	HEO	Status

Role Purpose		Responsible for management of the team and the performance within their allocated service areas, reporting to the Operation Managers on key trends and insights on workflow. Provide leadership across the service operation including stakeholders while building and leading a highly motivated service team of Team Leaders and CTSC Support Officers to deliver the operational performance required in the Service Operating Model, including the day to day performance of all our admin, voice, live chat and in the future, social media channels This role leads from a people perspective believing that there is a huge opportunity to transform the operating ways of working for the better and the experience of those who work within it as well as those who receive its services.

Key Accountabilities
	Supporting the Operation Managers to lead the daily delivery of the service focusing on timeliness and quality. Deliver a consistent and customer focussed service. Drive the performance of the team and service area by inspiring and challenging people to deliver great customer experience. Deploy resources effectively to meet operational needs Provide direction and close support to Team leaders and staff, setting local priorities consistent with the overall CTSC business plan to meet team targets and deliver highly effective performance. Responsible for transforming the capability of their teams through training, developing and coaching the team to release their potential and maximise performance Provide operational leadership to managers and staff and role model engaging behaviours to manage the day to day team operation and workflow that delivers our KPIs Effective daily management of complaints handling within set timescales, and ensure corrective action taken where necessary. Celebrate successes utilising all available data and channels available for Reward and Recognition. Provide clear and concise communication to all staff to ensure key messages are understood and implemented consistently across the service area Supporting Team Leaders in engaging staff and translating information, including responding and escalating ideas, issues and concerns. Highlight concerns and risks regarding staffing levels and attrition. Collaborating with recruitment to on-board staff and with People Development Team for Induction and Academy to enable an effective transition to BAU. Ensure compliance with HMCTS policies and procedures (including diversity, attendance and discipline, HMCTS Assurance Programme) to support and coach the Team Leaders in these areas to effectively managing attendance, discipline, behaviours and conduct. Delivering best practice throughout the team, working collaboratively across National Services and service partners to realise the benefits. Support the Operation Managers with close working relationships with judiciary and legal operations. Identify ways to improve our customer experience using management information and customer feedback to improve processes, making appropriate CI referrals, working collaboratively with Service Improvement. Demonstrate the HMCTS values and leadership behaviours so that you influence the behaviour of others. Demonstrate pro-active issue resolution, and ensure corrective action taken where necessary. Effectively respond to and implement solutions and escalating complex/sensitive issues as required. Support employee wellbeing and set clear career path options for staff aligned to their learning and development plans, career progression, equipping them with skills, knowledge and resources to effectively carry out their role. To manage internal risks through compliance with all Key Control and SAF checks, reviewing and ensuring appropriate action is taken and risks highlighted. To manage and highlight any H&S risks which need action or mitigations.

Knowledge, Skills and Experience
The ability to work strategically with peers and deliver strong operational rigour through their teams, simplifying ambiguity and giving clear direction. Visible leadership skills - can motivate others to achieve Clear understanding of empowerment and how it plays through an operational environment to achieve the highest performance standards and have the skills, knowledge and resources to effectively carry out the role. Builds an ambitious performance and development culture and creates continually growing capability in the operation. Ensuring staff are supported, valued and rewarded appropriately. People leadership to support staff, coaching to develop staff, including performance management, with a strong service ethic and ability to drive quality. A collaborative team player, who understands how to raise capability within a team and build a sustainable platform for continued improvement Self-developer: demonstrates thought leadership in the development of people and service improvement Clear and concise communication skills to provide direction to staff on user insights and to provide direct / relevant information to key stakeholders across a range of channels that can be easily understood Highly developed interpersonal skills to build and maintain effective relationships with the judiciary, colleagues and key stakeholders Effective negotiation skills to manage/ reconcile competing priorities and resolve issues. Knowledge of best practices to make recommendations on continuous improvement initiatives, drawing evidence from multiple sources to draw out key insights to evidence where improvements are needed Full understanding of functions undertaken within areas of responsibility to support the development and review of policies and procedures, and contribute to forward looking business planning activities Data analysis skills and insight to enable better understanding of user trends and workflow requirements and identify improvements and contribute to the development of local priorities and objectives. Effective management of governance and risk management experience: ensuring that governance, risk management registers and contingency plans are in place and updated annually/ monthly

Problem Solving and Decision Making
Identifying and implementing solutions to local, sometimes complex problems, the role holder will be alert to significant issues as they arise, identifying and evaluating risks to service delivery and developing workable approaches and options for Operations leadership team to consider, to manage and mitigate those risks Influencing and delivering through others, using their judgement and initiative to balance public user, professional user and judicial needs in a sometimes challenging operating environment Use judgement to resolve a variety of issues and or complaints as they arise, to ensure the effective operation of the relevant site and service area, identifying the implications and risks of available options and approaches and taking the necessary mitigating actions

Management of Resources
Manage and coordinate performance in relation to service delivery for the site(s) within the span of control and ensure that resources are managed and deployed appropriately to maximise building functionality and ensuring an appropriately supported user experience, to achieve HMCTS objectives. This will require the role holder to plan ahead, working collaboratively with other teams and functions to set and review targets on performance. Oversee leadership of a team of team leaders and indirectly lead a workforce of CTSC Support Officers, to support the effective delivery against associated budgets Identify opportunities to build and maintain a multifunctional workforce to ensure that skills within team meet the demands of the service/business.
Autonomy
Responsible for working independently and dealing with day to day matters, using judgment and initiative to manage the physical operation of the site, ensure effective service delivery and support the user experience Provide clear instructions and approaches for others to follow, regularly reacting and responding to high pressured situations in a fast-paced environment Being alert to and mitigating against risks, dealing with incidents quickly and involving the Deputy Head of Operations where necessary, for example on issues with wider political, reputational or of a sensitive nature

Key Relationships and Contacts
Internal Internal CTSC relationships including WFM Planning, Business Change and CI, wider service Peers offering advice and recommendations and bringing operational service delivery perspective to discussions and using persuasion and negotiation skills to ensure effective outcomes. Judiciary - engagement with judges/legal operations according to service line, dealing with issues to meet requirements and meet business objectives and needs Team Leaders - to provide direction, advice, guidance and support to deliver key operational outcomes HR Advisors, ensuring the development of effective collaborative working relationships in support of own team. Service providers and project teams to support the delivery of initiatives and improvement activity. Court, Tribunal and National Business Centre colleagues - to build effective working relationships, through collaboration to support the effective delivery of the end to end user journey and the delivery of initiatives and improvement activity. Governance and Assurance Team - to manage internal risks through compliance with all Key Control and SAF checks, reviewing and ensuring appropriate action is taken and risks highlighted. External Justice Partners - support the Head of Operations and Operation Managers on an as needed basis to build relationships with professional court and tribunal users, ensuring they have all information required and can influence and inform key stakeholders in relation to achieving HMCTS business objectives Third party sector providers - support relationships with court and tribunal users to ensure they have all information required and develop a strong offering for users with respect to local providers, in liaison with the Courts and Tribunals Support Manager.