
Role Title	User Operational Support Business Partner (Customer Business Partner)

Job family group	Organisational Support	Job family/ies	Organisational support	Grade	SEO	Status	For internal use

Role Purpose (250 words max)	Support our operational teams to deliver exceptional services for HMCTS Courts and Tribunals users, aligned to our strategy. Work with leadership teams across operations and headquarters to foster a culture of user-led service delivery and embed user-focused processes and change. Responsible for escalating service failures and supporting turning these into service recovery. Manage relationships with key regional delivery and headquarters teams. Supporting intelligence gathering and sharing, as well as regularly providing operational feedback to the user insight function. The User Operational Support Business Partner is a key role reporting to the Head of User Operational Support.

Key Accountabilities (600 words max)
Act as a subject matter expert in user priorities, with a focus on accessibility. Provide advice, steer and challenge thinking. User point of contact for an agreed region(s) to: support operational teams to deliver high standards in user service and improvement, aligned to our national priorities escalate operational service failures, specifically severe service failure as a priority. Play a key role in turning these into service recovery An understanding on how to land change effectively and a deep understanding of user needs and how to bring improvements in experience Manage relationships with key regional delivery stakeholders to support intelligence gathering and interpret analytical data/reports Use subject matter expertise to drive the development of operational capability to receive and deliver user change on key user focussed priorities Lead interventions providing the biggest benefit to both the user and the organisation Proactively collate and share lessons learned and best practice examples in user-led service delivery Foster an organisation-wide culture of user-led service delivery Occasional need to draft papers and present at decision-making boards to seek steer / gain approval on implementing change Play a role in Serious Incident Learning Reviews, keeping actions focussed on user Awareness in Safeguarding, supporting mailbox queries, signposting to named representatives. Minor Leadership role. Matrix manage or direct management of Customer Delivery Officer (HEO) for support with delivering change. Most likely geographically dispersed.

Knowledge, Skills and Experience (500 words max)
Strong background in service improvement Experience of embedding change in an operational environment, demonstrating empathy for the critical daily pressures of operational roles Experience of operating through ambiguity; proactively identifying and solving tricky problems to address key business issues Experience of influencing senior partners and stakeholders Experienced at quickly synthesising and using evidence from a range of sources, including data and analytics, to draw out key insights. People skills to bring people with you through the change Technical skills - basic use of Microsoft Teams with a willingness to learn Completion of mandatory Human Voice of Justice (HVoJ) learning. Preferred practice in using the HVoJ. Will be used to support communications across the organisation and external where required. Preferred basic experience of Continuous Improvement skills. Will help to support engagement and addressing key issues with region and directorates.

Problem Solving and Decision Making (300 words max)
Customer business partners often collaborate and or support each other’s projects. Can use the experience of the team and wider division Work with regions and directorates to support solving key business issues Use data to support decision making and / or recommendations where necessary. Changes with wide ranging impacts will need sign off through one of our reporting boards, for example Service Excellence Committee, Innovation and Change Forum. Expectation to present work and seek feedback. Refer to key legislation: Public Sector Equality Duty Equality Act

Management of Resources (250 words max)
No budget / financial management- although will need to consider alongside Senior Customer Business Partner and Head of User Accessibility and Operational Support Minor Leadership role. Matrix manage or direct management of Customer Delivery Officer (HEO) for support with delivering change. Most likely geographically dispersed. Will project manage implementing user-led change in the business.

Autonomy (250 words max)
Refer to key legislation: Public Sector Equality Duty Equality Act Can make own decisions on how carry out work. Will have regular contact with the Head of User Operational Support on progression of work. Recommendations may require sign off / approval through our reporting boards

Key Relationships and Contacts (300 words max)
Key regional operational roles of varying grade such as Cluster Manager to front-line supporting staff- needed to help implement change, understand issues. Advice, analysis and influencing required Key Service directorate roles for those implementing change with a user focus - needed to help implement change, understand issues. Advice, analysis and influencing required Team of User Operational Support business partners, Head of User Operational Support business partner and Head of Accessibility, to understand user-led change taking place across HMCTS and how that might influence your own work.