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Operational Delivery

Head of Power of Attorney Services (POAS) (Operations Directorate) – 37802
£52,119 - £72,000
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:


The Office of the Public Guardian (OPG) protects people in England and Wales who may not have the mental capacity to make certain decisions for themselves, such as about their health and finance. We are an Executive Agency of the Ministry of Justice (MoJ), set up in 2007 following the introduction of the Mental Capacity Act (MCA) of 2005.

OPG is responsible for registering Lasting Powers of Attorney (LPA) and Enduring Powers of Attorney (EPA) and supervising deputies who are appointed by the Court of Protection.

OPG is currently going through an extensive period of organisational change. This will be delivered by our transformation programme – “OPG 2025”. The ambitious plan is about changing the way we provide services. It will help us meet the growing needs of our users, partners and our stakeholders. It will make sure our users experience a better level of support. Overall, it will help us to respond to the changing needs of society. This is so we can better support adults at risk and create high-quality services that are accessible and affordable.

This leading role, reporting to the Chief Operating Officer (COO), provides an exciting opportunity to play a vital part in the delivery of OPG’s transformation activity within our Operations Directorate and will be essential in ensuring that the strategic direction of the organisation is implemented, reviewed and refocused. The role will ensure operational transformation, service design and process changes are directed to those areas with the biggest benefits, providing an effective and efficient service to customers, whilst embracing digital solutions to maximise operational efficiency.

The role of Head of Power of Attorney Services can be based at either of OPG’s offices in Birmingham and Nottingham and occasional travel between sites is a requirement of the role.

Power of Attorney Services Operations Overview

  • Registration of circa 1,000,000 new Lasting Powers of Attorney (LPA) per annum
  • 1300+ employees based across two sites
  • Provision of statutory register search requests
  • Handling of circa 360k calls per annum through the OPG Customer Contact Centre
  • Provision of operational support services (mail, scanning etc) for the whole of OPG (pre digitalisation)
  • Delegated, self-contained, fee-funded, zero-based £30m+ budget
  • Information Asset Owner responsible for c.4 million records, covering c.9 million England and Wales citizens

Job description

If successful, you will be directly accountable for the operational delivery of services related to the registration of Power of Attorney (POA) on behalf of OPG and you will be expected to Live OPG’s Values (Purpose, Openness, Humanity, Together).

Key Deliverables

  • Lead and inspire circa 1300 POAS employees across 2 sites through our Digital Transformation journey including the move of our Birmingham operation to a new local site – actively managing individuals and teams through changes in roles and locations. You’ll be responsible for ensuring outcomes are fully communicated to teams and implemented.
  • Embed changes to our working practices based on COVID recommendations for office and working from home protocols leading service performance in a hybrid environment
  • Provide the strategic direction to the POAS leadership team including the Service Manager function which is responsible for OPG delivering on its ambitious programme of digital change.
  • Drive efficiency programmes within Power of Attorney Services (POAS) changing how we provide our services, looking at how we can meet future challenges, make better use of digital products, services and smarter ways of working. For POAS this also includes digital transformation of our services and streamlining our processes moving them on line and optimising our back office so that we make life simpler and more convenient for our customers, stakeholders, users and our Operational teams whilst supporting OPG to become a sustainable organisation for the future.
  • Meet short and long-term customer service commitments, performance indicators, organisational needs and deliver value for money solutions, ensuring that risks and opportunities are highlighted appropriately and deliver quality services that evolve and meet the changing needs of customers.
  • Be accountable for development and implementation of effective workload and workforce planning to ensure OPG meets its KPIs in relation to Power of Attorney (PoA) registration, Register searches and Contact Centre services. Work with others across OPG to ensure delivery of the required resourcing and skills.
  • Ensure effective business continuity and contingency plans to minimise potential disruption to the above services.


  • Ensure the Public Guardian’s statutory role is delivered to a high standard and develops in line with OPG and government policy.
  • Ensuring statutory and regulatory compliance – providing formal assurance sign-off to the Public Guardian – on Mental Capacity Act and associated regulations, in relation to POAS; MoJ financial compliance; health and safety; information assurance; and compliant registration of POAS.
  • Senior risk owner for POAS – responsible for ensuring effective identification and management or mitigation of corporate and operational risks in relation to POA registration, contact centre provision and OPG operational support services.
  • As a member of OPG’s Executive team with joint responsibility for the leadership of OPG, its strategic direction and its change programme you will take decisions on the strategic direction, governance and delivery of OPG objectives.
  • Build effective, collaborative relationships within OPG and MoJ (and other civil service departments) to deliver Business as Usual (BAU), transformation work and major projects.
  • Represent OPG at MoJ, external and key stakeholder conferences and events.

Essential Skills and Experience

  • Experience of leading large scale change within an operational environment.
  • A strong track record of leading operational service delivery with experience of creating energy and enthusiasm for service improvement development and growth.
  • Proven experience of leading projects, programmes and people successfully in a transformational environment through effective planning, excellent communication, commitment to transparency and inclusion.
  • Strategic leadership skills with the ability to inspire and motivate others, build capability and skills; develop, maintain and communicate a compelling vision, whilst leading a high performing team through both transformation and BAU.
  • Demonstrable experience of working collaboratively and persuasively across organisational boundaries. Excellent communication skills with the ability to adapt communication style to a wide range of stakeholders.
  • Be personally resilient and able to work at pace in a demanding environment.
  • Strong organisational skills, with the ability to provide a decisive response to significant delivery challenges, and to review, challenge and adjust performance levels to ensure quality outcomes are delivered on time.
  • Effective delivery of people strategies including Learning & Development, Diversity & Inclusion and positive staff engagement and attracting, retaining and developing a diverse workforce.

Application process

This recruitment will follow the Success Profiles process. You must provide a CV together with a Personal Statement (no more than 1000 words) in support of your application. This should provide specific examples of how you meet the Essential Skills and Experience criteria as outlined in the above Job Description and attached Candidate Information Pack.

You should focus clearly on outlining your suitability for the post and what you feel you would gain in your personal development from the role.

We actively encourage you to sell yourself as an individual and the personal strengths and experience that you could bring to this post.

Your application will be sifted and, if successful, you will be invited to an interview which will follow the Success Profiles process. You will be asked to prepare a short presentation for the interview (further information will be shared with shortlisted candidates) and you should expect Behaviour-based questions relating to Changing and Improving, Leadership, Communicating and Influencing, Delivering at Pace and Managing a Quality Service (all Level 4), Strength-based questions using the Success Profiles Civil Service Strengths Dictionary, and questions relating to your experience of leading large scale change within an operational environment.

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.


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.


  • 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.


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;

2-      To Ministry of Justice Resourcing (;

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.