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Operational Delivery

Cluster Support – Midlands – 72460
£31,265 – £34,446
Multiple Locations


We encourage applications from people from all backgrounds and aim to have a workforce that represents the wider society that we serve. We pride ourselves on being an employer of choice. We champion diversity, inclusion and wellbeing and aim to create a workplace where everyone feels valued and a sense of belonging. To find out more about how we do this visit:


The Tribunals Service and His Majesty’s Court Service were integrated into a single Agency, HMCTS on 1st April 2011. Bringing these two organisations together has removed duplication in management functions and increased the efficiency of the administration, which has enabled HMCTS to reduce what it spends away from the front line substantially.

Consequently, there are high expectations of all staff regardless of the job they do and high performance is expected from everybody. The organisation is continuously adopting new or better ways of working to ensure that it focuses on just that which is essential.

Band C staff will need to display a commitment to four key principles: Continuous change, LEAN principles, managing uncertainty and improving performance. All those appointed to new roles in HMCTS must be wholeheartedly committed to these principles and evidence this in their application.


As a new organisation HMCTS is embarking on a period of significant change.  Strong leadership is a critical element in this being successful.  As a manger within HMCTS the jobholder must provide clear direction and focus, visibly championing the changes which deliver greater efficiencies.  The Regional Delivery Directors expects managers in the organisation to operate in a culture of openness and honesty, demonstrating a commitment to change through involvement and empowerment, and by delivering results.

The jobholder will need to help staff and other stakeholders to understand the impact of the changes and the reasons for them, recognising that staff will need support during what will be an unsettling period.  This will include helping staff prepare for changes and supporting them through it.  There may also be times when it will be necessary to deliver difficult or unwelcome messages.  This must be done sensitively, but firmly, addressing any inappropriate reactions or responses.  

The key purpose of the role is to

•    Overseeing the flow of work into and out of the Cluster Manager’s office including management of e-mails, correspondence, paperwork and telephone queries;
•    Delegation of the Cluster Manager’s work when in meetings/out of the office to the correct person, in the fastest possible time, on a daily basis
•    Ensure the Cluster Manager is well-prepared for meetings and other relevant activity.

•    Key responsibilities


•    Management of the Cluster Manager’s office and diary commitments. Negotiating with others to resolve conflicting priorities.
•    Overseeing the flow of work into and out of the Cluster Manager’s office;
•    Responsible for delegation of the Cluster Manager’s work when in meetings/out of the office 
•    Provide administrative solutions and support to the Cluster Manager, and, where appropriate, his management team, using initiative when confronted with unusual situations
•    Take strategic decisions about how to make the best use of the Cluster Manager’s time, including assessing when targeted visits should be undertaken and prioritising meeting attendance
•    Facilitate SMT and inter-agency meetings, including scheduling, preparing agendas and additional papers, in-meeting facilitation and producing minutes.
•    Handle and direct enquiries and requests for information on behalf of the Cluster Manager; 
•    Manage and process relevant correspondence on behalf of the Cluster Manager.
•    Ensure safeguards are in place around processing sensitive documentation.
•    Assist the Cluster Manager in the monitoring of financial and performance related information, producing reports and suggesting corrective action where needed to allow targeted interventions
•    Provide executive support to the Cluster Manager to monitor compliance with performance reporting, governance, quality assurance, appraisal, performance management etc policies and regimes across the Cluster
•    Represent the Cluster (as required) at internal/external meetings at which strategic issues are decided

Managing casework

•    Manage the Cluster Manager’s inbox and flow of work, taking decisions about where work should be directed in their absence, and diverting unnecessary work away from them
•    Own discrete areas of continuous improvement and/or change activity/projects


•    Draft documentation including; briefings, communications, guidance and policy documents, often to short deadlines
•    Analysing Management information and preparing reports for dissemination.
•    Undertake research on operational matters on behalf of the Cluster Manager, providing them with the information needed to decide a course of action
•    Approve or recommend expenditure within delegated financial parameters.

Communicating with the public, the judiciary, other court & tribunals users and representatives of other agencies and organisations

•    Communicating of the Cluster Manager’s behalf with the public, members of the judiciary, other court users and representatives of other agencies and organisations in relation to core service delivery, specialist or project based activities at Cluster level.
•    Thinking beyond own area of responsibility, considering wider policy and organisational implications of issues.

Team Leadership

•    Leading members of the local senior management team to ensure that activities are completed to deadlines on behalf of the Cluster Manager.  


•    Ability to provide specialised executive planning and support.


•    Reporting to the 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.


£31,265 - £34,446

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). 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, the successful candidate(s) will be appointed to a MoJ office location, which may include their nearest Justice Collaboration Centre or Justice Satellite Office. This will be discussed and agreed on the completion of pre-employment checks.

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.

Flexible working hours

The Ministry of Justice offers a flexible working system in many offices.


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.


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


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


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.


  • 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 GOV.UK or Childcare Choices. You can determine your eligibility at
  • 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

The Civil Service embraces diversity and promotes equal opportunities. 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 SSCL Recruitment Enquiries Team.

We encourage applications from people from all backgrounds and aim to have a workforce that represents the wider society that we serve. We pride ourselves on being an employer of choice. We champion diversity, inclusion and wellbeing and aim to create a workplace where everyone feels valued and a sense of belonging. To find out more about how we do this visit: