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Operational Delivery

Delivery Manager – 42903
£28,597 - £38,373
Multiple Locations

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We welcome and encourage applications from everyone, including groups currently underrepresented in our workforce and pride ourselves as being an employer of choice. To find out more about how we champion diversity and inclusion in the workplace, visit: https://www.gov.uk/government/organisations/ministry-of-justice/about/equality-and-diversity

This is a general job description covering the likely scope of work of the post holder.

Background

Her Majesty’s Court and Tribunals Service is an agency of the MoJ and provides the supporting administration for the judiciary across England and Wales. It delivers services to the public directly in court and tribunal buildings, remotely via business centre’s and some limited services via the internet.

The quality of the service we deliver to all court and tribunal users is of paramount importance and high service quality and standards are expected from everybody. The organisation is also committed to continuously identifying and adopting new or better ways of working to ensure that it focuses on that which is essential to deliver a quality court and tribunal user experience.

Overview

HMCTS has a once in a generation opportunity to transform the entire Courts and Tribunals Service through the HMCTS Reform Programme, enhancing the provision of a world-class justice system, in a manner that provides an improved user experience at reduced cost to the taxpayer. This will contribute to consolidating the UK’s position at the forefront of an increasingly competitive international legal market as well as ensuring access to justice for all.

The programme includes modernising the court estate, updating and replacing its technology, speeding up and streamlining working practices, refurbishing buildings to reduce maintenance costs and provide much improved services for service users, especially vulnerable witnesses and victims. Effective staff engagement at this time of such significant change will be critical to success; maintaining a positive and lasting connection between HMCTS management and its staff.

HMCTS is a continually changing organisation. Strong leadership is a critical element in this being successful. As a leader and manager within HMCTS the jobholder must provide clear direction and focus and visibly championing the changes which deliver greater efficiencies. HMCTS Senior Management Team expects all leaders 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

  • Support the Cluster Manager and Cluster Operations manager by being responsible for managing functions within the cluster.

Key responsibilities

  • Deliver a consistent and customer focussed service
  • Ensure effective deployment of resources to meet operational needs.
  • Ensure the delivery of cluster performance management objectives.
  • Act as Responsible Officer as required.

Operations

  • Maintain effective working relationships with the judiciary, supporting agencies, voluntary and user groups. Working with agencies to improve the level of service offered to users.
  • Provide direction and close support to local managers, setting local priorities which are consistent with the business plan
  • Lead Staff Forums as part of employee engagement activities to effect good working relationships with staff and to improve service delivery and staff morale / motivation
  • Ensure that team targets are met and resources are managed to deliver highly effective performance.
  • Identify process improvements, understanding and managing associated risks; building on team strengths to deliver business outcomes.
  • Ensure that Governance, risk management registers and contingency plans are in place and updated annually/monthly.
  • Ensuring compliance with HMCTS values, policies and procedures (including diversity, attendance and discipline, HMCTS Assurance Programme).
  • Ensure that local training needs are identified, assessed and training is delivered.
  • Perform Responsible Officer duties. This may include any of the following activities:

– Identify and implement solutions to local problems

– Ensuring IT/Workstation compliance at all times

– Ensure compliance with health and safety requirements

– Ensuring Risk Assessments take place at appropriate times

– Maintenance of an up to date Asset Register

– Ensure any issues regarding level of service for Estates Facilities Management are escalated to MoJ Estates

– Constructively manage complaints within set timescales, and ensure corrective action taken where necessary.

  • Apply LEAN principles, tools and techniques to working practices to improve efficiency of operations.

Managing casework

  • Working with managers and staff to develop team plans which form part of the overall business plan for the cluster.
  • Setting local priorities and objectives within the context of national/regional strategies and plans.

Analysis

  • Identifying and implementing solutions to local problems, referring more complex problems to the Cluster Operations Manager

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

  • Maintain effective liaison with judiciary, user groups and representative organisations.
  • Thinking beyond own area of responsibility, considering wider policy and organisational implications of issues.
  • Develop local communication plans which meet the needs of the target audience.

Representation

  • Representing the function, you have been assigned to at an operational level

Team leadership

  • Provide operational leadership to managers and staff and role model engaging behaviours.
  • Provide coaching to support and develop staff, guiding them through a substantial and significant change.
  • Ensure you and your managers support the ongoing use of TIB’s and SOP’s and empower and develop staff to achieve the highest performance standards.
  • Ensure the application of MoJ HR policies and procedures.

Specialisms

  • To have a comprehensive knowledge of functions undertaken within the Cluster, to support the development and review of policies and procedures.
  • To provide specific functions as directed by line management in line with the SOP for providing that service.

Financial Authority

  • Ensure effective deployment of resources to live within the allocated budget.

Accountability

  • Reporting to the Cluster Operations Manager / 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.

Success Profiles

The Civil Service is changing the way it recruits through the introduction of Success Profiles which will replace the Competencies Framework to make recruitment fairer and more inclusive, with better outcomes for all.

Success Profiles consist of 5 elements. Behaviors, Strengths, Ability, Experience, and Technical

Additional Information

Working Arrangements & Further Information

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.

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.

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 any moves across the Civil Service may have implications on your ability to carry on claiming childcare vouchers
  • Paid paternity, adoption and maternity leave.
  • Free annual sight tests for employees who use computer screens.

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.

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

1-     To Shared Service Connected Ltd (0845 241 5358 (Monday to Friday 8am – 6pm) or e mail Moj-recruitment-vetting-enquiries@gov.sscl.com);

2-     To Ministry of Justice Resourcing (resourcing-services@justice.gov.uk);

3-     To the Civil Service Commission (details available here)

The Civil Service embraces diversity and promotes equality of opportunity.

There is a guaranteed interview scheme (GIS) for candidates with disabilities who meet the minimum selection criteria.

Grading Structure Review

The Ministry of Justice is currently undergoing a review of posts which are currently graded at Band A to realign our grading structure with the majority of the wider Civil Service.

Posts advertised at Band A may be graded at either Grade 6 or Grade 7 once the review has taken place.