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Deputy Service Manager (Civil) – 58517
£36,049 – £47,591


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:

Her Majesty’s Courts and Tribunals Service

Directorate: Development Directorate

Job Title: Deputy Service Manager (Civil) – 2 posts

Location: National

Duration: Permanent

Pay Band: Senior Executive Officer

Salary: London: £41,747 – £47,591

             National: £36,049 – £41,095


HM Courts & Tribunal Service (HMCTS) is part of the Ministry of Justice, and is responsible for the administration of criminal, civil and family courts and tribunals in England and Wales and non-devolved tribunals in Scotland and Northern Ireland. Our aim, through our people, is to deliver access to a fair, proportionate and effective justice system.

The courts and tribunals in England and Wales have been allocated unprecedented funding of almost £1billlion. This will enable HM Courts & Tribunals Service, working in partnership with the judiciary, to create a system that is proportionate and accessible and that better meets the needs of the people it serves. This is the most ambitious reform programme of its kind anywhere in the world.


Our courts and tribunals protect rights and uphold the rule of law – maintaining the order and individual liberty that all of us enjoy. Together with the judiciary, we deliver a system that is just and accessible to everyone who needs it.

Every year, we handle over 2 million criminal cases, 1.8 million civil claims, more than 150,000 family law disputes, almost 800,000 tribunal cases and we collect over £440m of fines imposed by courts every year.

We currently employ over 15,000 people to process cases, assist court users and enforce court judgments. Our court clerks, legal advisers and judicial teams support judges and magistrates, who are independent. Judges and magistrates are not employed by HMCTS.

We manage hundreds of courts and tribunals buildings, including magistrates’ and Crown courts.

We provide the public with online access to justice and develop digital solutions to improve the efficient administration of justice. Over the last year we’ve had over 35m visitors to our GOV.UK site and launched a number of online services such as divorce, probate and civil money claims.

Purpose & Responsibilities

The Development Directorate is responsible for the national business strategy, operational policy and modernisation of courts and tribunals. Its Civil Team is responsible for the national business strategy, operational policy and modernisation of the Civil jurisdiction. It is also responsible for its jurisdiction’s implementation of court fees and payments and for Help with Fees (HwF), the national cross-jurisdictional online fee remission scheme.

Two roles are being offered. Both will be responsible for identifying and leading improvement, change and problem-solving activity across a number of priority areas in the Civil Team and will be a key member of its leadership team. One post will have a specific focus on cross-jurisdictional fee and payment related projects alongside Civil jurisdiction work and will have some HEO support. The other post will concentrate on the Civil jurisdiction and will lead a small team.

Both will lead and co-ordinate change projects, identifying and monitoring dependencies and risks within the Team and wider policy landscape and ensuring a cohesive set of changes are successfully delivered, managing project documentation. They will work directly, and influence, external and internal stakeholders at peer and senior level as well as the judiciary.

They will be responsible for addressing, influencing and operationalising changes as they arise in legislative, strategic and policy requirements. This will involve reconciling different priorities and interests and persuading others. They will also manage operational change, ensuring that the business is prepared; produce, update and deliver briefing, guidance, and other communications for various audiences and purposes and analyse data for trends and issues.

They will also contribute to the successful delivery of cross-team activity such as drafting and co-ordinating Parliamentary Questions, ministerial and judicial briefing, Freedom of Information requests and operational queries from both HMCTS colleagues and members of the public, providing high-quality and timely responses.

They will be a strategic leader, providing clear direction and support to colleagues both within the wider team and HMCTS and championing change within operations.

Other duties

The postholders are 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 these posts.

Skills & Experience

Essential Criteria

  • Leadership and management skills with the ability to lead others through a period of cultural change and to make it a positive experience.
  • Experience in identifying and analysing data and using it to make evidence-based decisions.
  • Demonstrable experience of delivering complex and diverse projects under pressure and to tight deadlines.
  • Skilled at operating through ambiguity; proactively identifying and solving nebulous problems to address key business issues as they emerge.
  • Excellent communication skills with the ability to converse at all levels, build and maintain relationships, influence others and provide quality written and oral advice.
  • Self-awareness (e.g. aware of impact on others, aware of own development needs), self-regulated, and with strong ethics.

Desirable Criteria

  • Operational experience of taking court fees and payments and/or the Civil Jurisdiction.

Location of Post

The base location can be flexible, however occasional travel to 102 Petty France will be required. Travel to other HMCTS sites may also be required as part of these working arrangements. In line with the department’s policies, travel and subsistence and, where appropriate, overnight accommodation will be available in line with organisational policies. Many staff currently work in a hybrid manner between an office base and their home.

Application Process

As part of the application process, we ask you to provide a CV and 750-word statement that outlines your suitability for the role, including how you meet the Skills & Experience. You also need to demonstrate the following behaviours at Level 3 at the interview stage.

  • Changing and Improving
  • Seeing the Big Picture
  • Communicating and Influencing
  • Managing a Quality Service

Further information on Success Profiles and required standards for this post (Level 3) can be found at:        

If there are a large volume of applications, they may be sifted based on the statement and Changing and Improving behaviour only. Should you be successful at the application stage you will be invited for an interview, which may be conducted via video conference. The four Success Profile behaviours listed above will also be tested at interview stage alongside your experience and strengths.

Terms and conditions

Flexible working options

HMCTS offers a flexible working system in many of its offices.

Job Sharing and Reduced Hours

All applications for job sharing or reduced hours will be treated fairly and on a case by case basis in accordance with the MoJ’s flexible working policy and equality policy.

Excess Fares and Relocation Allowances

This job is not eligible for relocation allowances, but excess fares may be considered in accordance with MoJ’s excess fares allowance policy


The national salary range is £36,049 - £41,095, London salary range is £41,747 - £47,591. Your salary will be dependent on your base location

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 UKor 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: