About us
Are you interested in developing a career with a real purpose? We are looking for individuals who are committed to public service and to make a difference in people’s lives to deliver justice. If this sounds like you, please apply.
HM Courts and Tribunals Service (HMCTS) is responsible for the administration of criminal, civil and family courts and tribunals in England and Wales. Joining us is a chance to play a pivotal role in the smooth running of our courts, which give people and businesses access to potentially life-changing justice. Not only will your work be of crucial importance for those who use our services, you’ll be able to build a varied, challenging and rewarding career
This is a general job description covering the likely scope of work of the post holder.
The key purpose of the role is to
Support the Cluster Manager and Cluster Operations manager by being responsible for managing functions within the cluster.
Key responsibilities
Deliver a consistent and customer focussed service
Ensure effective deployment of resources to meet operational needs.
Ensure the delivery of cluster performance management objectives.
Act as Responsible Officer as required.
Operations
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 direction and close support to local managers, setting local priorities which are consistent with the business plan
Lead Staff Forums as part of employee engagement activities to effect good working relationships with staff and to improve service delivery and staff morale / motivation
Ensure that team targets are met and resources are managed to deliver highly effective performance.
Identify process improvements, understanding and managing associated risks; building on team strengths to deliver business outcomes.
Ensure that Governance, risk management registers and contingency plans are in place and updated annually/monthly.
Ensuring compliance with HMCTS values, policies and procedures (including diversity, attendance and discipline, HMCTS Assurance Programme).
Ensure that local training needs are identified, assessed and training is delivered.
Perform Responsible Officer duties. This may include any of the following activities:
Identify and implement solutions to local problems
Ensuring IT/Workstation compliance at all times
Ensure compliance with health and safety requirements
Ensuring Risk Assessments take place at appropriate times
Maintenance of an up to date Asset Register
Ensure any issues regarding level of service for Estates Facilities Management are escalated to MoJ Estates
Constructively manage complaints within set timescales, and ensure corrective action taken where necessary.
Managing casework
Working with managers and staff to develop team plans which form part of the overall business plan for the cluster.
Setting local priorities and objectives within the context of national/regional strategies and plans.
Analysis
Identifying and implementing solutions to local problems, referring more complex problems to the Cluster Operations Manager
Communicating with the public, the judiciary, other court & tribunals users and representatives of other agencies and organisations
Maintain effective liaison with judiciary, user groups and representative organisations.
Thinking beyond own area of responsibility, considering wider policy and organisational implications of issues.
Develop local communication plans which meet the needs of the target audience.
Representation
Representing the function you have been assigned to at an operational level
Team leadership
Provide operational leadership to managers and staff and role model engaging behaviours.
Provide coaching to support and develop staff, guiding them through a substantial and significant change.
Ensure you and your managers support the ongoing use of TIB’s and SOP’s and empower and develop staff to achieve the highest performance standards.
Ensure the application of MoJ HR policies and procedures.
Specialisms
To have a comprehensive knowledge of functions undertaken within the Cluster, to support the development and review of policies and procedures.
To provide specific functions as directed by line management in line with the SOP for providing that service.
Financial Authority
Ensure effective deployment of resources to live within the allocated budget.
Accountability
Reporting to the Cluster Operations Manager / Cluster 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.
Operational Delivery in HMCTS
This role is part of the Operational Delivery Profession. Operational delivery professionals are the outward face of government, providing essential services to the public in a variety of roles. They work in many different departments and agencies across the breadth of the UK, delivering service to customers in
Face-to-face roles in HMCTS for example a court usher
Contact Centre roles in HMCTS for example call centre advisers
Processing roles in HMCTS for example Staff at the County Courts Money-Claims Centre and Courts and Tribunal Administration
Being part of the operational delivery profession means belonging to a cross-government community of people. This will offer you access to information on professional standards, skills development and qualifications to help you continue to improve your development and performance and expand your career options.