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General Information

Salary
The national salary range is £34,140 - £37,105, London salary range is £38,661 - £42,019. Your salary will be dependent on your base location
Working Pattern
Full Time, Part Time, Part Time/Job Share, Flexible Working
Vacancy Approach
Cross Government
Location
Birmingham, Brighton and Hove, Bristol, Cambridge, Cardiff, Jarrow, Leeds, Liverpool, London, Manchester, Nottingham
Region
East Midlands, East of England, London, North East, North West, South Central, South East, South West, Wales, West Midlands, Yorkshire and the Humber
Closing Date
04-Aug-2025
Post Type
Permanent
Civil Service Grade
HEO
Number of jobs available
1
Reserve List
12 Months
Job ID
7893

Descriptions & requirements

Job description
Job Title:  Contract Support Manager
 
Contract Type:  Permanent 
 
Grade:  HEO
 
Salary range (depending on location):
 
National - £34,140 to £37,105 
London - £38,661 to £42,019 
 
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
 
Directorate:  Contract Management & Assurance
 
Team:  Direct Services 
 
Working Pattern:  The post is supported by the MOJ flexible working policy and includes colleagues who work flexibly, remotely, 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:  Civil Legal Advice Operator Service (CLAOS) Contract Manager
 
The Legal Aid Agency
 
We are an executive agency of the Ministry of Justice (MoJ). We provide civil and criminal legal aid and advice in England and Wales to help people deal with their legal problems.  
 
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. 
 
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.
 
Contract Management and Assurance
 
Contract Management and Assurance (CMA) work closely with our provider base to ensure the smooth running of our contracts and assure the delivery of legal aid.
 
Contract Management
 
Contract Management work collaboratively with other LAA departments to interpret and apply the Contract to the providers which we manage. We ensure that Providers deliver quality legal aid services in accordance with contractual requirements and relevant legislation. We interpret and analyse data to effectively manage risk and to influence providers to improve performance and effectively deliver change. We also engage with the wider Justice System to promote partnership working and influence provider behaviour.
 
The Direct Services team sits within Contract Management and is responsible for key LAA advice services. We manage the following portfolio of contracts:
  • Civil Legal Advice 
  • The Duty Solicitor Call Centre 
  • Criminal Defence Direct 
  • Police Station Immigration Advice
We manage these bespoke commercial provider contracts in line with LAA / department priorities and to comply with the individual contractual requirements and performance measures. A wide range of quality assurance work is undertaken designed around the individual services which along with analysis of data and management information enables risk to be effectively managed. We work collaboratively with other LAA departments including Service Development, Commissioning and Digital, to ensure ongoing development of the services; for example, to design the specification for future tenders/contracts and to manage the implementation and set up of new providers’ as and when contracts are awarded. 
 
Job Summary
 
This role requires the successful candidate to support the Civil Legal Advice Operator Service (CLAOS) Contract Manager to manage the performance and relationship of the CLAOS provider. This is a high profile, commercially tendered contract. Working with CLA colleagues they will use management information and other intelligence to ensure the effective delivery of CLAOS with a clear focus on quality and assurance. Using quality assurance activities to identify and address any areas impacting service delivery to improve provider performance. The role holder will understand the service and use knowledge and experience to identify and escalate risk as appropriate. They will have responsibility for CLAOS escalated Client Complaints ensuring all complaint responses are handled within published timelines.
 
Key Responsibilities:
  • Daily monitoring of provider performance through analysis of Management Information (MI). Timely escalation of any risks identified to the Contract Manager.
  • Responsibility for monitoring the quality of service delivery through various exercises including call listening, Customer Satisfaction Surveys and analysis of MI. 
  • Implementing service improvements with the external contract holder through direct communication with external front line staff.
  • Using evidence-based decisions and knowledge of wider strategic implications to swiftly and appropriately adapt focus on priority risk areas.
  • Monitoring and management of Complaint responses from a variety of sources in accordance with the DSCC and LAA Complaints Policies.
  • Responding to all queries from various source relating to the CLAOS including ad hoc MI requests. Engagement with the external provider to ensure provision of accurate information to enable timely responses to all queries.
  • Supporting the CLAOS Contract Manager in creation of monthly MI packs to provide vital performance updates to the Head of Contract Management.  
  • Supporting implementation of change by the provision of accurate service MI.
  • Building and maintaining strong relationships with internal stakeholders, such as Service Development, MOJ Policy, Crown Commercial and LAA Digital to ensure change is delivered effectively.
  • Working across the wider Direct Services team to ensure effective delivery of CLA services with a clear focus on quality and assurance. 
Essential Knowledge, Experience and skills None
 
Desirable Knowledge, Experience and skills
 
Knowledge of Office 365 applications
 
Person Specification
  • You are a highly organised self-starter, able to motivate yourself and work independently to achieve specified outcomes
  • You are driven, embrace change and remain effective when faced with conflicting deadlines 
  • You are able to analyse information to inform your decisions to identify and prioritise key tasks
  • You enjoy the analysis of data and are able to identify trends and make recommendations for improvement. 
  • You communicate effectively both verbally and in writing. 
  • You strive to consider the impact on the end user in all aspects of your work
  • You enjoy working with a range of key stakeholders and build effective working relationships both inside and outside of the organisation. 
Assessment approach 
 
Application Process
 
You will be asked to demonstrate the following Behaviours during the assessment process:
  • Delivering at Pace
  • Managing a Quality Service
  • Working Together
  • Communicating and Influencing
If a large number of applications are received the initial sift will be based on the Lead Behaviour – Delivering at Pace
 
Interview / assessment Process
 
If you are successful through the application stage, you will be invited to an interview, likely to be conducted by MS Teams, and you will be assessed as follows: 
 
Against Strengths relevant to the role
 
Against the following behaviours
  • Delivering at Pace
  • Managing a Quality Service
  • Working Together
  • Communicating and Influencing
 
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.
 
Shortlisting is planned for week commencing 4th August 2025 
 
Interviews are planned for week commencing 25 August 2025
 
If you would like more information on this opportunity, please contact – Will Hayden: william.hayden@justice.gov.uk
 
Complaints procedure
 
If you have any complaints about this recruitment activity, please share your concerns by emailing LAAPeopleTeam@justice.gov.uk initially. We aim to respond to any complaint within 10 working days. 
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 7893

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 7893

Application form stage assessments

Behaviours
A sift based on the lead behaviour, Delivering at Pace, may be held if a large number of applications are received. If a large number of applications remain after the initial sift, your application will be progressed to a full sift, where all behaviours will then be considered.
Behaviours Application Form Question Word Limit
250
Delivering at Pace
Managing a Quality Service
Working Together
Communicating and Influencing
Experience
We will assess your experience for this role via the following methods
Experience Questions
Experience Questions Application Form Question Word Limit
250
Evidence of Experience
Experience Questions

Interview stage assessments

Interview Dates
Expected week commencing 25th August 2025
Behaviours
Delivering at Pace
Managing a Quality Service
Working Together
Communicating and Influencing
Experience
Your Experience for this role will be assessed at interview. To learn more about Experience and how they are assessed please click here.
We will assess your experience for this role via the following methods
Experience Questions
Strengths
Strengths will be assessed but these are not shared in advance. To learn more about Strengths and how they are assessed please click here.
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)