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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: https://www.gov.uk/government/organisations/ministry-of-justice/about/equality-and-diversity.

This position is based at Stoke County Court (including building responsibility) and has responsibility for Telford Justice Centre and responsibility for the building at North Staffordshire Justice Centre.

This is an operational role that is customer facing, requiring successful applicants to be office based to provide HMCTS services to the public. HMCTS offers a flexible working system in many of its offices, subject to business needs being met.

Sub Cluster Level

Job Title: Operations Manager

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

Pay Span or equivalent: SEO

Background

The Tribunals Service and HM Court Service were integrated into a single Agency, HM 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 B 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. As a manager within HMCTS the jobholder must provide clear direction and focus, visibly championing the changes which deliver greater efficiencies. The Regional Delivery Directors expect all managers in the clusters 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

• Be accountable for day to day operations across a number of functions within the cluster

Key responsibilities

• Develop and implement strategies which deliver organisational change
• Establish a consistent and customer focussed service
• Ensure effective deployment of resources to live within allocated budget.
• Design, build and maintain effective liaison with judiciary, user groups and representative organisations, representing the cluster manager where necessary.
• Work with managers across the cluster / region to ensure cohesive cross-Cluster delivery
• Act as Responsible Officer as required.

Operations

• Establish and enhance 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 Delivery Managers, setting local priorities which are consistent with Regional and national priorities.
• Use Staff Survey Action Plans / local TU liaison / Staff Forums to effect good working relationships with staff and to improve service delivery and staff morale / motivation
• Work collaboratively with all areas of the business to fully utilise MI, ensuring performance targets are monitored, reviewed and achieved.
• Manage conflicting demands through reprioritisation and negotiation, using the strengths of individuals and teams to achieve results.
• Be proactive in reviewing processes to identify improvements, understanding and managing associated risks; building on team strengths to deliver business outcomes and involve the team in developing plans and consistent messages.
• Accountable for ensuring 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) and contribute to ongoing development.

Perform Responsible Officer duties. This may include any of the following activities:

• Identify and implement solutions to local problems
• identify risks
• 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.

Team leadership

• Provide visible leadership to managers and staff and role model engaging behaviours and challenge non-engaging behaviours in managers.
• Leading by example, coaching, supporting and developing staff and guiding them through a substantial and significant change.
• Ensure managers across the cluster 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.

Developing new policies / processes, etc

• Developing innovative proposals for introducing policy change, drawing on best practice for managing change.
• Working with Cluster Delivery managers to develop business plans for the Cluster
• Setting local priorities and objectives within the context of national/regional/area strategies and plans
• Identifying and implementing solutions to complex local problems.
• Task or commission work to review and improve local processes.
• Assess the impact of new policies or processes on current performance.

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

• To monitor and control expenditure (as delegated), ensuring profiles are met and efficiencies made.
• Ensure effective deployment of resources to live within the allocated budget.

Accountability

• Reporting to the 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.

We'll assess you against these behaviours during the selection process:

• Leadership
• Changing and Improving
• Making Effective Decisions
• Communicating and Influencing

• Access to learning and development
• A working environment that supports a range of flexible working options to enhance your work life balance
• A working culture which encourages inclusion and diversity
• A Civil Service pension with an average employer contribution of 27%
• Annual Leave
• Public Holidays
• Season Ticket Advance

For more information about the recruitment process, benefits and allowances and answers to general queries, please click the below link which will direct you to our Candidate Information Page.

Job contact :

Name :
SSCL Recruitment Enquiries Team
Email :
[email protected]
Telephone :
0845 241 5359

Recruitment team

Email :
[email protected]