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General Information

Salary
The national salary range is £41,463 - £45,276, London salary range is £47,657 - £52,040. Your salary will be dependent on your base location
Working Pattern
Full Time, Part Time/Job Share, Flexible Working
Vacancy Approach
Cross Government
Location
National
Region
National
Closing Date
21-Jul-2025
Post Type
Permanent
Civil Service Grade
SEO
Number of jobs available
1
Reserve List
12 Months
Job ID
7484

Descriptions & requirements

Job description

Job title: Deputy Service Manager (Possession)

Directorate: Development

Workstream:  Housing Dispute Policy Implementation Project (HDP Project)

About us

HM Courts & Tribunals Service (HMCTS) is responsible for the administration of criminal, civil and family courts and tribunals in England and Wales. Our roles support our service users and colleagues, where people and businesses access potentially life-changing justice.  We’re looking for individuals who are committed to public service and want to make a difference in people’s lives in delivering justice. If you’re interested in developing a career with a real purpose, please apply.

About the team

The Development Directorate (part of HQ) is responsible for service strategy and development, operational policy and modernisation of courts and tribunals. The Civil Team in Development Directorate supports the business of the County Courts.  It is responsible for service management of existing services; the design of new digital services; maintenance of operational policies for the jurisdiction and providing operational support to court and business centre staff on these; the implementation of change arising from government policy, legislation, or judicial initiatives; and for improving performance. 

The Housing Dispute Policy Implementation Project (HDP Project) is responsible for delivery and implementation of HMCTS obligations under the Leasehold and Freehold Act 2024, as well as any future legislative changes under the Renters Rights Bill to reform the private rented sector and possession.  This includes delivering a new Civil Possession Digital Service along with any interim business processes ahead of introducing a digital solution. The Civil Team is recruiting staff, on a fixed-term appointment basis, to deliver this significant change.  An effective civil justice system is fundamental to our democracy, underpinning the rule of law. This is an opportunity to work in a role that will deliver a high-profile change in the law on housing and improve how we deliver justice. 

About the role

The Deputy Service Manager role is responsible for service management on all matters relating to county court possession claims and will work with the service manager to define and develop a digitally enabled possession service in the county court to time and on budget. Working within a service design team you will support the development of the high-level service journeys and business processes that support the digital solution design, ensuring they are in line with legislation and procedure rules whilst meeting the needs of all users, judiciary, and staff. You will represent the organisation and engage openly and constructively with all stakeholders and interested parties whilst working with other government departments and senior judiciary. You will operate across a complex policy, technical, and operational landscape, and you will help reach agreement to progress plans.  

You will support the work of the Civil team as a whole, engaging widely as regards performance, continuous improvement, the vision and strategy for the jurisdiction and services within it, policy and legislative impacts, and providing support to operations.   

Key interactions will be with: 

·       Judiciary – at all levels including leadership judiciary. 

·       HMCTS operational colleagues – court staff and leadership 

·       HMCTS project, data/analysis/insight, and digital teams 

·       MOJ policy and legal advisers 

·       MHCLG policy teams

·       External stakeholders   

Your role as the Deputy Service Manager encompasses several key aspects (but not limited to):

Jurisdictional strategy, service design, service development and improvement, governance:   

·       Focusing on the outcomes of live services across the whole delivery chain, you will support:

Continuous improvement strategy and process:  

·       In collaboration with operations and corporate functions, identify opportunities and challenges within the civil courts and develop strategies for addressing them, consistent with the vision for the jurisdiction, HMCTS operating model and business architecture. 

·       Work with policy teams on policy and legislative proposals, ensuring that policies take account of the needs of HMCTS and are operationally deliverable. 

·       Develop standard business processes and operating procedure, overseen by organisational governance (service board / business authority / project governance), to deliver improvement initiatives.  

Developing service design in keeping with the organisational vision: 

·       Develop digital service design which meets all users’ needs and is consistent with HMCTS’ operating model and the CFT Service model, in collaboration with operational colleagues, the judiciary and other users and stakeholders including the Online Procedure Rule Committee.

·       Develop effective service design which enables technical development and end-to-end delivery of a digital service, to time and budget, and within agreed scope. 

Quality of services:   

·       Manage and shape services in line with the jurisdiction’s priorities and users’ needs, looking end-to-end and ensuring the issues that can impact on the running of the service are addressed. Identify national performance issues and take forward problem solving activity and continuous improvement.                      

·       Deliver nationally driven changes arising from policy, legislative or judicial initiatives, improving service delivery and aligning with the service strategy and vision in so doing. 

Corporate responsibilities:    

·       Provide high quality written and oral advice to colleagues and to governance boards, and advice to senior civil servants, judiciary and Ministers as required and in a timely manner.

·       Ensure high standards in analysis, advice and drafting to enable effective decision- making.   

·       Ensure high quality operational support is provided to courts and court staff on the postholder’s areas of jurisdictional and service responsibility. 

·       Ensure performance is maintained against correspondence, FOIs, MCs, PQs. 

·       Contribute to briefings, reports, and lines to take as required and in a timely manner.  

Engagement and Representation:

·       Sustain collaborative relationships with MOJ policy and other Government departments, public bodies, justice agencies and the judiciary to ensure HMCTS strategy and plans are aligned to wider justice policy and the Government’s agenda. 

·       Sustain collaborative relationships across HMCTS operational and HQ functions to ensure shared understanding of vision, plans, and activities and to ensure these are operationally viable. 

·       Confidently engage with staff and stakeholders, build trust, and ensure understanding of users’ needs.   

·       Represent HMCTS both internally and externally in areas of own responsibility and wider civil jurisdictional matters. 

Leadership:

·       You will be responsible for the line management of a Service Support Officer. You will give clear sense of direction and purpose; lead, coach and mentor members of the team; and develop capabilities in line with business needs.  

·       They will be an active member of the Civil Team, contributing to priorities across the team, sharing learning, promoting effective working, and upholding and role-modelling our team pledge and supportive culture.    

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.  

Who are we looking for? (Person Specification)

The ideal candidate for this position should demonstrate:

Essential

·       Experience of designing business processes and developing operational solutions across organisational boundaries, with a focus on delivering value to the people who use our services. 

·       Strong engagement skills with the ability to persuade and influence others, upwardly manage, and speak with authority when dealing with senior stakeholders. 

·       Highly organised, with the flexibility and confidence necessary to set direction and effectively prioritise tasks amidst demanding and competing priorities. 

·       A highly motivated self-starter with a proactive nature. 

·       Efficient at analysing information quickly, make sound decisions. 

Desirable 

·       Previous county court civil jurisdiction experience. 

·       Previous experience of working with in a project to deliver a digital product. 

·       Experience or knowledge of project delivery and change management.

Interview Stage

If successful at sift, you will be invited to attend a remote interview, via Microsoft teams. During your interview, you will be assessed against the following Civil Service Success Profiles which will include:

Questions in relation to the following Civil Service behaviours:

Seeing the Bigger Picture 

Working Together 

Communicating and Influencing 

Delivering at Pace 

Working pattern

Full time, Part-time / Job share, Flexible Working

Travel requirements

There may be a requirement to travel occasionally to any HMCTS site in line with business needs.

Location

This is a national role.

About our benefits

We reward our people for their hard work and commitment. We have a number of family

friendly and flexible working polices that will help you achieve a healthy work-life balance. In addition, we offer a range of employee benefits which include generous annual leave, a highly competitive contributory pension scheme, childcare benefits, season ticket and bicycle loans. 

Proud to Serve. Proud to keep justice going.

Additional Information

Working Arrangements & Further Information

The MoJ offers Hybrid Working arrangements where business need allows. This is an informal, non-contractual form of flexible working that blends working from your base location, different MoJ sites and / or from home (please be aware that this role can only be worked in the UK and not overseas). All employees will be expected to spend a minimum of 60% of their working time in an office, subject to local estate capacity.

Some roles will not be suitable for Hybrid Working. Similarly, Hybrid Working will not suit everyone’s circumstances. Arrangements will be discussed and agreed with the successful candidate(s) and subject to regular review.

For nationally advertised roles: All successful candidates will be appointed to the nearest viable office nearest to their home postcode and on its respective pay scale.  This will be at either a HQ building (subject to desk allocation, a Justice Collaboration Centre (JCC) or a Justice Satellite Office (JSO) – See Map. All employees will be expected to spend a minimum of 60% of their working time in an office, subject to local estate capacity). 

For current MoJ employees, your base location will need to be changed to the nearest viable office (to your home postcode), either at a HQ building, JCC or JSO within the National Office Network and moved its location’s respective pay scale (any legacy arrangements/locations will need to be amended).

Some of MoJ’s terms and conditions of service are changing as part of Civil Service reform. The changes will apply to staff joining MoJ who are new to the Civil Service. Staff joining MoJ from other civil service employers will transfer onto the new MoJ terms if they are already on 'modernised' terms in their current post or onto 'unmodernised' MoJ terms if they are on 'unmodernised' terms at their current post. Details will be available if an offer is made.

MoJ candidates who are on a specialist grade, will be able to retain their grade on lateral transfer.

All candidates who are currently in receipt of Mark Time / Pay Protection should ensure they are familiar with the new policy on permanent and temporary promotion which can be found on the employee intranet.

Flexible working hours 

The Ministry of Justice offers a flexible working system in many offices. Standard full time working hours are 37 hours per week. MoJ welcomes part-time, flexible and job-sharing working patterns, where they meet the demands of the role and business needs. All applications for part-time, flexible and job-sharing working patterns will be considered in accordance with the MoJ’s Flexible Working policy.

Benefits 

The MoJ offers a range of benefits:

Annual Leave

Annual leave is 25 days on appointment and will increase to 30 days after five years’ service.

There is also a scheme to allow qualifying staff to buy or sell up to three days leave each year. Additional paid time off for public holidays and 1 privilege day. Leave for part-time and job share posts will be calculated on a pro-rata basis.

Pension 

The Civil Service offers a choice of pension schemes, giving you the flexibility to choose the pension that suits you best.

Training 

The Ministry of Justice is committed to staff development and offers an extensive range of training and development opportunities.

Networks 

The opportunity to join employee-run networks that have been established to provide advice and support and to enable the views of employees from minority groups to be expressed direct to senior management. There are currently networks for employees of minority ethnic origin, employees with disabilities, employees with caring responsibilities, women employees, and lesbian, gay, bisexual and transgender employees.

Eligibility

Staff on fixed term appointments must have been recruited through fair and open competition.

Vacancies advertised “cross-government” are only open to all Civil Service employees and employees of accredited non-departmental public bodies (NDPBs) who were appointed on merit following a fair and open competition; or were appointed to a permanent post through an exception in the Civil Service Commissioners' rules.

Support

  • A range of ‘Family Friendly’ policies such as opportunities to work reduced hours or job share.
  • Access to flexible benefits such as voluntary benefits, retail vouchers and discounts on a range of goods and services.
  • For moves to or from another employer or moves across the Civil Service this can have implications on your eligibility to carry on claiming childcare vouchers. You may however be eligible for alternative government childcare support schemes, including Tax Free Childcare. More information can be found on www.www.GOV.UK or Childcare Choices. You can determine your eligibility at https://www.childcarechoices.gov.uk/.
  • Paid paternity, adoption and maternity leave.
  • Free annual sight tests for employees who use computer screens.

Working for the Civil Service

The Civil Service Code sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles. Should you feel that the recruitment process has breached the recruitment principles you are able to raise a formal complaint in the following order

As a Disability Confident employer, MoJ are committed to providing everyone with the opportunity to demonstrate their skills, talent and abilities, by making adjustments throughout all elements of the recruitment process and in the workplace. MoJ are able to offer an interview to disabled candidates who meet the minimum selection criteria, except in a limited number of campaigns.

You will be able to request reasonable adjustments to the recruitment process within the application form. If you need additional help completing the application form, please contact the TBS Recruitment Enquiries Team.

For more information on applying for a role as a candidate with a disability or long-term condition, please watch our animated videos.

Diversity & 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.

Redeployment Interview Scheme

Civil Service departments are expected to explore redeployment opportunities before making an individual redundant. The MoJ is committed, as part of the Redeployment Interview Scheme, to providing opportunities to those who are 'at risk of redundancy'.

MoJ is able to offer an interview to eligible candidates who meet the minimum selection criteria, except in a limited number of campaigns. Candidates will not be eligible for the Redeployment Interview Scheme if they are applying on promotion.

Civil Service Nationality Rules

This job is broadly open to the following groups:

Further information on nationality requirements (opens in a new window) https://www.gov.uk/government/publications/nationality-rules

Reserve list

A reserve list may be held for up to 12 months from which further appointments may be made for the same or similar roles.

Contact Information

MoJ:

If you require any assistance please call 0345 241 5359 (Monday to Friday 8am - 6pm) or e mail moj-recruitment-vetting-enquiries@resourcing.soprasteria.co.uk

Please quote the job reference 7484

HMPPS

If you require any assistance please call 0345 241 5358 (Monday to Friday 8am - 6pm) or e mail moj-recruitment-vetting-enquiries@resourcing.soprasteria.co.uk

Please quote the job reference

Application form stage assessments

Experience
We will assess your experience for this role via the following methods
CV or Work History, Statement of Suitability
Statement of Suitability
Guidance for the Statement of Suitability
Please submit a statement of suitability of no more than 750 words setting out evidence and examples of how you meet the person specification of the role.
Please ensure you cover both ‘what’ you do but also ‘how’ you do it. (i.e., the effective skills, knowledge & experience needed to undertake the role)
Evidence of Experience
CV or Work History, Statement of Suitability

Interview stage assessments

Interview Dates
Interviews are expected to take place from Wednesday 6th August 2025 (subject to change)
Behaviours
Seeing the Big Picture
Working Together
Communicating and Influencing
Delivering at Pace
Use of Artificial Intelligence (Al)
You must ensure that any evidence submitted as part of your application, including your CV, statement of suitability and behaviour examples, are truthful and factually accurate. Please note that plagiarism can include presenting the ideas and experiences of others, or generated by artificial intelligence, as your own.
Level of security checks required
Baseline Personnal Security Standard (BPSS)