21120 - CTSC - Quality Manager
We’re looking for an exceptional candidate to join our team in the role of Quality Manager working to support the first of our new Courts and Tribunal Service Centres (CTSCs)
The transformation of HMCTS is one of the most challenging and complex programmes in central government: by the time it completes in 2022/23, it will have radically changed how justice is done.
The Courts and Tribunals Service centres are the administrative offices of the future. Providing hubs for telephony, assisted digital, case progression and hearing support, these centres will provide a consistent national service that enables cases to move through to conclusion smoothly and that provide the right support to the local judiciary.
Spread nationally over several sites, these centres will be home to just under half of our workforce in total. We are working to reform a Justice system that has in the past relied heavily on paper based processes and the CTSCs are among the first steps in being able to support a modern, digital Justice system.
This role, which reports directly to the Head of Service Improvement, is responsible for setting up and the effective running of the Quality management function to ensure effective Quality Assurance of operations, enabling CTSC to deliver an accessible and inclusive service to diverse users, using excellent people skills.
The role will provide leadership to the Quality Team in the medium to long term.
Key accountabilities include:
- Liaise with Head of Service Improvement and Head/Deputy Heads of Operations on devising quality assessment strategy to ensure customer/user interactions are monitored across all areas of CTSC and to determine/calibrate benchmark standards to measure staff against and regularly review the quality assessment criteria to ensure staff are being measured against the most appropriate and meaningful criteria.
- Review and monitor service provision by CTSC and analyse monthly monitoring results to allow a holistic view of quality performance, identifying shortfalls in quality standards. Use outputs to support monthly quality performance meeting where improvement opportunities and a delivery plan are agreed.
- Advise CTSC senior management of implications or impacts of legislative or policy changes on service delivery quality.
- Coach and support Quality Team in their interactions with CTSC teams both in terms of the quality and accuracy of interactions with teams, to support them in helping CTSC teams to drive service delivery improvements and achieve better outcomes for users.
- Provide support to Quality Team with difficult & complex issues relating to quality assessment of CTSC interactions with users/customers, and escalate if necessary
- Work with management teams to develop measures to evaluate inbound and outbound calls and other customer interactions
- Manage the appeal process for staff with issues relating to their quality assessment and amend quality management system if findings of appeal change the assessment and liaise with Knowledge (content) team if changes need to be made to Knowledge bank
- Liaise with People Development team on development plans for staff and schedule development activity, focussing on areas to improve or maintain user/customer satisfaction with the service provided by CTSC
- Provide pastoral support to Quality Team in day-to-day management issues
- Lead the team in continuous improvement activity and feed this into Continuous improvement and People Development to ensure consistency across CTSC
- Allocate work to Quality Team and make changes on ad-hoc basis when necessary to ensure consistent quality assessment of CTSC service to users/customers.
- Ensure development and continuing professional development for Quality Team takes place, where appropriate.
- Provide Leadership to the team, visibly demonstrating and embedding the new culture and ways of working for CTSC in delivering service excellence across all CTSC jurisdictions
- People management skills and leadership skills to be able to lead the Quality team, which may be spread geographically across different sites, and to empower team members to take personal responsibility for their own personal impact and development
- Willingness to build knowledge of HMCTS people policies, including performance management, to ensure team works effectively together where necessary
- Knowledge of IT systems used in Quality team, quality and performance standards and KPIs, business processes, and change initiatives and coaching skills to be able to coach and support Quality team in improving service delivery
- Communication skills, written and verbal to be able to communicate with individuals and teams about service improvements and deal sensitively with issues relating to individual performance.
The salary for this post is set within Band C of:
Stoke - £23,413- £31,188
Birmingham - £25,902 - £33,268
These roles will initially be based in Stoke or Birmingham, but consideration will be given to move a role to another CTSC location at a later date, as the network expands and more CTSCs are opened.
New recruits to the Civil Service joining MoJ are expected to join at the band minimum.
Existing Civil Servants applying on promotion will usually be appointed on the salary minimum of the pay band 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 T&C’s/remuneration package.
Courts and Tribunals Service Centres will operate between the hours of 8am-8pm Monday to Friday and 8am-2pm on Saturdays. Working hours and will be agreed at the point of offer for successful candidates.
Please refer to the Job Description and Candidate Pack attached below for further information on this role.
You will need to provide the following as part of your application process:
Two statements in no more than 250 words each answering the below questions:
Please outline why you are interested in the role
Please outline why you are suitable with reference to the following HMCTS leadership attributes (details can be found in the candidate pack)
Proud of their purpose
Good decision makers and problem solvers
A CV setting out your career history, with responsibilities and achievements.
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:
Generous allowances for paid holiday starting at 25 days per year, and rising as your service increases. 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 salary sacrifice arrangements for childcare vouchers, and voluntary benefits such as retail vouchers and discounts on a range of goods and services.
- 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.
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.
Closing Date: 21st October 2018 at 23:55 hours
If you require any assistance please call 0845 241 5359 (Monday to Friday 8am - 6pm) or e mail Mojemail@example.com Please quote the job reference.
To apply for roles in MOJ you will need to confirm your employment history for at least 3 years prior to the date of application so that pre-employment checks (BPSS) can be undertaken. If you have spent significant time abroad (a total of 6 months in the past 3 years) you would be required to give a reasonable account of the reasons why.
For some roles you will be required to successfully complete National Security Vetting at Counter Terrorism (CTC), Security Clearance (SC) or Developed Vetting (DV) level as a condition of appointment. To meet CTC/SC/DV requirements you will normally need to have been resident in the UK for at least 3/5/10 years prior to the date of application (The level of checks that are required are stated in the advert).
If you do not meet the above requirements, you may still be considered if, for example:
- You've been serving overseas with HM Forces or in some other official capacity as a representative of HM Government
- You were studying abroad
- You were living overseas with parents
In such cases you will need to be able to provide referee cover for the period(s) of residence overseas. The duration of overseas residence and the country of abode will also be taken into account.
You will be required to provide statements describing your skills and experience relevant to each of the stated competencies below. We recommend that you structure your example as Situation, Task, Action and Result.
For further details on civil service competency framework see https://www.gov.uk/government/publications/civil-service-competency-framework
In the event of a large number of applications, a sift on the lead competency may take place. If this happens, the lead competency will be the first one listed in the advert.
During the application or interview process, you may be asked to undertake an additional assessment. If this is applicable this will be listed in the advert or when you are invited to interview.
A statements in no more than 250 words outlining why you are interested in the role.
A statements in no more than 250 words outlining why you are suitable with reference to the following HMCTS leadership attributes: Proud of their purpose, people focused & good decision makers and problem solvers (more detail can be found on page 8 of the candidate pack)
This Vacancy is closed to applications.