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Operational Delivery

NCES Team Leader – 37930
£21,170 - £25,350
Maidstone

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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

In the event of a large number of applications the initial sift will be carried out on the lead behaviour Making Effective Decisions

Background

The Tribunals Service and Her Majesty’s Court Service were integrated into a single Agency, Her Majesty’s Courts and Tribunals Service 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 D 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.

Overview

As a new organisation HMCTS is embarking on 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 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 key purpose of the role is to

  • Manage and plan the workload of a team which provides administrative support and excellent customer service to all stakeholders, judiciary and management.
  • Lead and manage a team of staff, ensuring that its members are organised, and fully skilled to meet their work objectives, using Lean TIBs, SOPs and other continuous improvement tools.
  • To assist in the delivery of performance against targets.

Key responsibilities

Operations

  • Lead the implementation of efficient and consistent administrative practices, procedures and standards, identifying and implementing solutions to identified problems.
  • Manage resources (including staff and facilities) to ensure excellent customer service to all stakeholders, judiciary and management.
  • Monitor key performance areas, analysing performance trends and making recommendations for improvement to the Delivery Manager.
  • Conduct ongoing reviews of procedures and work practices and manage the implementation of new initiatives and legislation.
  • To provide written and verbal advice to queries from staff and HMCTS users.
  • Contribute to the delivery of operational, performance and service standard targets.
  • Provide statistical data for the management team and judiciary.
  • Deal with any accommodation issues that arise and liaising with estates/ facilities and/or contractors as required.
  • Contribute to the business plan, with particular focus on the team’s area of work.
  • Monitor and proactively report on HMCTS assurance programme and contribute to ongoing development.
  • Ensure the risk management system and standards are applied by all staff in line with HMCTS/MOJ policy.
  • Ensure Governance and Assurance around the safe and secure receipt, accounting and transfer of both money and personal data.
  • Alert others, as appropriate, to risks which are not capable of local resolution.
  • Deputise for the Delivery Manager as necessary.
  • Deal with customers and complaints and address route causes of complaints.
  • Apply LEAN principles, tools and techniques to working practices to improve efficiency of operations.

Team leadership

  • Lead a team of staff ensuring that its members are organised, and fully skilled to meet their work objectives. Effectively managing both team and individual performance, addressing any issues as they arise, in line with HR policy.
  • Assign responsibilities for action and monitoring progress against plans.
  • Ensure that performance management and reward & recognition systems are utilised effectively throughout area of responsibility, ensuring consistent standards through benchmarking, and encouraging and rewarding good ideas and creativity.
  • Plan, co-ordinate and organise training and development for staff. Ensuring that learning & development needs of all staff, including inductees, are identified and met.
  • Identify staff potential and develop in line with business and individual needs.
  • Identify recruitment needs and retention issues, assessing resource requirements against demands.
  • Be responsible for health and safety issues for the team and their immediate working environment.
  • Take a lead in employee engagement activities to maintain good working relationships with staff and to improve service delivery and staff morale / motivation.
  • Ensure staff are aware of HMCTS strategic objectices/and or updated in relation to corporate messages.
  • Role model HMCTS values, and apply policies and procedures (including diversity, attendance and discipline).
  • All Band D staff are expected to perform other management roles in addition to their own role.

Processing and managing casework

  • Work with staff to ensuring that casework is appropriately managed, providing advice where process deviations have occurred.

Calculations and analysis

  • Identify and implement solutions to local problems, referring more complex problems to a Cluster Delivery Manager.

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

  • 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 feedback to staff, judiciary and other stakeholders on performance against targets.
  • Think beyond own area of responsibility, considering wider policy and organisational implications of issues.
  • Attend and contribute at meetings of relevant User Groups.

Representation

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

Specialisms

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

Accountability

  • Reporting to a Delivery Manager.

Success Profiles Assessment approach

The application will assess you on behaviours. Behaviours are the actions and activities that people do which result in effective performance in a job.

The Civil Service has defined a set of behaviours that, when demonstrated, are associated with job success. Civil Service Behaviours are specific to the grade level of the job role.

The examples of the behaviours are designed to give an overview of what is expected of individuals at each level. There is no expectation that all individuals will need to demonstrate every part of each example to be successful.

To apply please complete the online application form. We will assess you against these behaviours during the selection process:

Making Effective Decisions

  • Understand how your work and the work of your team supports wider objectives and meets the diverse needs of stakeholders.
  • Keep up to date with the issues that affect your work area.
  • Take a keen interest in expanding knowledge in areas related to your work.
  • Focus on overall goals and not just specific tasks to meet priorities.

Managing a Quality Service

  • Work with customers to understand their needs and expectations.
  • Create clear plans and set priorities which meet the needs of both the customer and the business. Clearly explain to customers what can be done.
  • Keep colleagues and stakeholders fully informed of plans, possibilities and progress.
  • Identify common problems that affect service, report them and find possible solutions.
  • Deliver good customer service which balances quality and cost effectiveness.

Leadership

  • Show pride and passion for your work and positive, inclusive engagement with your team.
  • Understand your areas of responsibility and display awareness of the wider impact of your actions.
  • Proactively role model and promote an inclusive workplace, promptly dealing with inappropriate language and behaviours when they arise, including any instances of discrimination or misconduct.
  • Give praise and credit to colleagues and stakeholders where appropriate.

Changing and Improving

  • Regularly review own and team’s work and take the initiative to suggest ideas to make improvements.
  • Give feedback on changes in a constructive manner.
  • Take a positive, open approach to the possibility of change and encourage others to do the same.
  • Help others to understand changes and the reasons they are being put in place.
  • Identify and act on the effects changes are having on your role and that of the team.
  • Look for ways to use technology to achieve efficient and effective results.
  • Consider accessibility needs of the diverse range of end users.

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.

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.