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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, Part Time/Job Share, Flexible Working
Vacancy Approach
Cross Government
Location
National
Region
National
Closing Date
18-Aug-2025
Post Type
Permanent
Civil Service Grade
SEO
Number of jobs available
2
Reserve List
12 Months
Job ID
8589

Descriptions & requirements

Job description

Job title: Customer Business Partner

Directorate: HQ Operations

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 role

As Customer Business Partner you will be responsible for supporting operational teams to deliver exceptional services for HMCTS court and tribunal users. You will work with leadership teams across operations and headquarters to foster a culture of user-led service delivery and support them to embed user-focused processes and change. With a focus on accessibility and vulnerability you will highlight and support how operational teams can provide access to justice.

You will manage relationships with key regional delivery teams, and headquarters teams to support intelligence gathering and sharing. Business Partners work closely with the user insight function to provide an alternative operational view and challenge thinking.

  • The Customer Business Partner is a key role, reporting to the Senior Customer Business Partner in User Accessibility and Operational Support team.
  • Your role as the Customer Business Partner encompasses several key aspects (but not limited to):
  • Supporting operational teams to deliver high standards in user service, aligned with national priorities and continuous improvement principles
  • Proactively managing your regions by building strong working relationships and energising teams to deliver meaningful outcomes.
  • Acting as a subject matter expert in user priorities, developing expertise in equality and accessibility. Providing advice, steer, and challenging thinking within operational regions.
  • Applying a strong understanding of how to land change effectively to drive improvements in user experience.
  • Supporting the development of operational capability by raising awareness of key user-focused priorities, such as hearing enhancements and hidden disabilities.
  • Monitoring user performance data to identify risks and highlight best practices. Where necessary, working with regions to mitigate risks, improve performance, and enhance the service provided to users.
  • Gathering and interpreting regional intelligence to inform national discussions at delivery boards and providing feedback to insight teams where appropriate.
  • Building awareness of safeguarding responsibilities and Public Sector Equality Duty. Supporting mailbox queries and signposting to named representatives where appropriate. 

You will be 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.

This role currently has no line management responsibilities, however there may be opportunities to development leadership skills in future through direct line management. 

Who are we looking for? (Person Specification)

The ideal candidate for this position should demonstrate:

Essential

  • Proven ability to operate effectively through ambiguity, proactively identifying and resolving complex problems to address key business challenges.
  • Experience influencing senior stakeholders and building credibility at all levels.
  • Strong analytical skills, with the ability to quickly gather and interpret information from multiple sources (including data and analytics) to extract meaningful insights.
  • Excellent interpersonal skills, with the ability to build strong, collaborative working relationships. 

Desirable

  • Experience embedding change within operational environments, demonstrating empathy for the pressures faced by frontline teams.
  • Completion of mandatory Human Voice of Justice learning, with preferred experience in applying the approach to internal and external communications.
  • A keen interest in Continuous Improvement, supporting engagement and helping to address key issues within regions and directorates.
  • Basic proficiency in Microsoft Teams, with a willingness to develop further technical skills.

Working pattern

Due to the nature of the role, the minimum working hours is 30 hours per week.   

Travel requirements

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

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 8589

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

Behaviours
A sift based on the lead behaviour, Communicating and Influencing, 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
Communicating and Influencing
Experience
We will assess your experience for this role via the following methods
Statement of Suitability
Statement of Suitability
Guidance for the Statement of Suitability
Please submit a statement of suitability of no more than 500 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
Statement of Suitability

Interview stage assessments

Interview Dates
Interviews expected mid September, subject to change
Behaviours
Communicating and Influencing
Seeing the Big Picture
Making Effective Decisions
Working Together
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)