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Operational Delivery

Diary Manager to the Delivery Director for the South East Region – 46126
£21,170 - £28,233
Multiple Locations


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:

This post can be based at any HMCTS location within the South East Region, subject to agreement with the successful candidate

With reference to the salary for this post, set within the advertised pay range, please note

New recruits to the Civil Service joining the Ministry of Justice/Her Majesty’s Courts and Tribunal Service are expected to join at the pay range minimum.   

Existing civil servants applying on promotion will usually be appointed on the salary minimum of the pay band range or with an increase of 10 percent on their existing base salary (restricted to the new pay band maximum), whichever is the higher.  

Existing civil servants moving at the same grade will retain their existing remuneration package.  

Making a real difference to people’s lives is such an integral part of working at HMCTS that we’ve built it into an agreement with everyone who works here. It’s called our people promise. Please click hereto find out more


The Tribunals Service and Her Majesty’s Court Service has been an integrated single Agency, Her Majesty’s Courts and Tribunals Service since 1st April 2011. Bringing these two organisations together has removed duplication in management functions and increased the efficiency of the administration.

There is a high expectation of all staff regardless of the job they do and the need for more robust performance management.

Band D staff 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 an organisation HMCTS is going through a period of significant change.  Strong leadership is a critical element in this being successful.  Jobholders who have responsibility for managing staff will be required to provide clear direction and focus, visibly championing the changes which deliver greater efficiencies.  The HMCTS Executive Team 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 key purpose of the role is to

To support and assist the Delivery Director for the South East in supporting the Senior Management Team and the operation of the courts and tribunals within the Region, working as part of a flexible team.  The post holders will be expected to undertake a range of functions/responsibilities specified, the exact nature of each of the roles to be determined as the role is embedded.

Key responsibilities


Business Support

  • Manage the diaries of the Delivery Director (DD), ensuring that their calendar is kept up to date and that emails are managed effectively and important issues are highlighted and prioritised.
  • Follow up on action points for the team, ensuring that deadlines are met and time is efficiently managed.
  • Arrange visits across the Region for all members of the Senior Management Team organising briefing from relevant members of the team and making all necessary domestic arrangements
  • Organise meetings; including booking rooms/venues, equipment, refreshment etc. Attend meetings when required to take notes or provide assistance during presentations.
  • Prepare documents, papers and briefing notes for meetings on behalf of the DD, and where required Heads of Jurisdiction and Head of RSU.
  • Act as first point of contact for communication within the RSU.
  • Assist with communication across the Region, including the management of the Regional Intranet pages
  • Devise and maintain administration and operational processes and systems, including data management and filing.
  • Maintain knowledge base of external customers, suppliers, contractors and external service providers.
  • Work with Cluster Managers and their teams to ensure work plans/objectives are progressed.


Business Management Information

  • Collaborate with the Operational & Business Support Manager to deliver a comprehensive performance management and reporting framework across the Region
  • Undertake specific project work, background research to inform continuous development work
  • Handle enquiries and deal effectively with requests for information/statistical data.
  • Develop standard operating procedures and practices in response to business needs
  • Provide advice and technical expertise with regards to operational programmes, processes and procedures to end users.
  • Provide training and support to staff/end users on new processes and systems.
  • Work with end users, internal and external stakeholders, courts and tribunals, to;
  • Support the implementation of operational delivery plans.
  • Measure the success of changes implemented.
  • Identify and report on operational issues, risks and opportunities
  • Promote the sharing of good practice.

Perform basic research, audits and quality/compliance checks, and provide feedback to court managers on issues identified.

  • Assist the operations with managing data collection and system queries.
  • Liaise and advise system developers/technicians when changes are required to either data or systems
  • Ensure performance information and data on the regional intranet site is accurate and up to date

Business Assurance

Provide support on the following areas as required:

  • Business Continuity Planning
  • Regional KILO role including Freedom of Information (FOI) and Data Protection Act (DPA) requests
  • Data security incidents and data losses
  • Equality Impact Assessments
  • Health & Safety, Fire Safety and Security statutory compliance
  • Reasonable adjustments under the Disability Discrimination Act (DDA)

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

Processing and managing casework

Work with senior managers and stakeholders to:

  • ensure programmes and project plans meet agreed targets and deadlines.
  • review, identify and report on operational issues, risks and opportunities.

Calculations and analysis

  • Produce data tables and reports as requested.

Communicating with the public, juries, the judiciary, other court and tribunal users and representatives of other agencies and organisations

  • Communicate and work with Cluster Managers, Court/Tribunal staff and other internal and external stakeholders, suppliers and customers to ensure the successful delivery of operational objectives.
  • Deal professionally with a range of internal and external customers, suppliers, contractors and external service providers
  • Liaise with suppliers, contractors and external service providers to ensure best value/level of service for HMCTS.


  • Reporting to the Regional Operational & Business Support Officer

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.

Location of Post

  • Based at any site within the South East Region but the post holder may be expected to work flexibly at other locations regionally to meet operational needs.

Relevant MOJ competencies

Changing and Improving

  • Understand and apply technology to achieve efficient and effective business and personal results.
  • Consider and suggest ideas for improvements, sharing this feedback with others in a constructive manner.
  • Conduct regular reviews of what and who is required to make a project/activity successful and make on-going improvements.
  • Put aside preconceptions and consider new ideas on their own merits.
  • Help colleagues, customers and corporate partners to understand changes and why they have been introduced.
  • Identify, resolve or escalate the positive and negative effects that change may have on own role/team.

Making Effective Decisions

  • Demonstrate accountability and make unbiased decisions.
  • Examine complex information and obtain further information to make accurate decisions.
  • Speak with the relevant people in order to obtain the most accurate information and get advice when unsure of how to proceed.Explain clearly, verbally and in writing, how a decision has been reached.
  • Provide advice and feedback to support others to make accurate decisions.
  • Monitor the storage of critical data and customer information to support decision making and conduct regular reviews to ensure it is stored accurately, confidentially and responsibly.

Leading and communicating

  • Display enthusiasm around goals and activities – adopting a positive approach when interacting with others.Listen to, understand, respect and accept the value of different views, ideas and ways of working.
  • Express ideas effectively, both orally and in writing, and with sensitivity and respect for others.
  • Confidently handle challenging conversations or interviews.
  • Confront and deal promptly with inappropriate language or behaviours, including bullying, harassment or discrimination. 

Collaborating and Partnering

  • Demonstrate interest in others and develop a range of contacts outside own team to help get the job done.
  • Change ways of working to facilitate collaboration for the benefit of the team’s work.Proactively seek information, resources and support from others outside own immediate team in order to help achieve results.
  • Readily identify opportunities to share knowledge, information and learning and make progress by working with colleagues.
  • Listen attentively to others and check their understanding by asking questions.
  • Take responsibility for creating a working environment that encourages equality, diversity and inclusion.

Delivering at Pace

  • Create regular reviews of what and who is required to make a project/activity successful and make.
  • Be interested and positive about what they and the team are trying to achieve.
  • Take ownership of problems in their own area of responsibility.
  • Remain positive and focused on achieving outcomes despite setbacks.
  • Check own and team performance against outcomes, make improvement suggestions or take corrective action when problems are identified.
  • Set and achieve challenging goals and monitor quality.

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 MoJs excess fares allowance policy.

Additional Information


  • 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

1- To Shared Service Connected Ltd (0845 241 5358 (Monday to Friday 8am – 6pm) or e mail;

2- To Ministry of Justice Resourcing (;

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

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:

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.


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.

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.