71674 - Support Team Manager - Prisons and Probation Ombudsman

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.

Overview 

The Prisons and Probation Ombudsman is an Arms Length Body of the Ministry of Justice and investigates:

•    complaints from prisoners, young people in detention (prisons and secure training centres), offenders under probation supervision and individuals detained under immigration powers;
•    deaths of prisoners, young people in detention, approved premises’ residents and detained individuals due to any cause and
•    deaths of recently released prisoners that occur within 14 days of release from prison (except homicide)

The Ombudsman investigates around 300-350 deaths a year and the Support Team is responsible for the administrative functions that are required to support the investigations. The team is also responsible for transcribing interviews that take place by our investigators.

The core function of the Support Team Manager is to provide first line management of up to seven Band E and F administrative staff in the Support Team. The post holder is part of the Corporate Services team, within the Research, Strategy and Corporate Services function of the PPO, and will report directly to the Band B Head of Corporate Services.

The Support Team Manager also supports the wider Corporate Services team as needed with HR, IT and Finance. 

This post offers an exciting opportunity to develop and deliver real improvements in the way we process the significant volume of work that the team is responsible for. The post holder will need to be well organised and enjoy working to deadlines, as well as being a strong manager to provide support and direction to the team.

This is a busy but very interesting post, which will suit someone who enjoys managing a team and dealing with a wide range of stakeholders. Previous experience of the Criminal Justice System is not essential, as training will be given on the job. 

The PPO is based at the HM Government hub at 10 South Colonnade, Canary Wharf.  From 4 April 2022, our staff have been expected to spend 40% of the week at the Canary Wharf office or travelling to establishments, with the rest of the time spent working at home or at commuter hubs.  You will be responsible for deciding when to work in the office so can manage your office attendance around your personal circumstances.  

Interviews will likely be held virtually.  

Job Description 
 
The Support Team Manager will manage a team with a wide range of duties to support the investigation process, as well as cross-office requirements, to ensure that priorities and targets are met.

While the post holder will primarily work with the Support Team, they will be expected to be flexible and provide support to other areas of the office if the needs of the business require it. This may involve supporting the Head of Corporate Services with recruitment campaigns and HR queries, or supporting the finance officer with running reports. 

The post holder will manage the work of the team to ensure that priorities and targets are met, including ensuring that:

•    work is allocated equitably to staff
•    new cases are set up on the case management system and, where necessary, notices and documents are generated on new cases
•    initial and final reports, with any annexes, are sent out promptly to our stakeholders
•    reports are anonymised and progressed to the website
•    recordings are appropriately allocated to our internal and external transcribers
•    the post is recorded and distributed correctly
•    closed cases are archived in a timely manner and accessible when required
•    communications from/ with those involved in the investigation are dealt with appropriately
•    monitoring spreadsheets are kept up to date
•    work systems are regularly reviewed to ensure that they are efficient and effective.

Line manage a team of up to 7 staff, including ensuring that:

•    new staff receive appropriate induction training
•    regular Touch Point meetings are held with staff to ensure that performance is managed accordingly and strong performance is awarded using the recognition and reward budget
•    development needs are reviewed regularly and suitable interventions are arranged when necessary
•    familiarisation visits to prisons, probation services and immigration centres are arranged as necessary
•    regular team meetings are held

Skills & Qualifications 

Recruitment across the Civil Service changed from July 2019 with the introduction of Success Profiles. Further guidance can be found at https://www.gov.uk/government/publications/success-profiles
Your application should include an example where you have demonstrated the skills required for each of the following four behaviours. As part of your application, please demonstrate what relevant experience you have for the role in the free text box at the end. 
If you are invited for interview, you will be asked questions relating to the same behaviours as well as strength based questions relating to the role. If we receive a large volume of applicants we may conduct an initial sift on the lead behaviour of Delivering at Pace.
The PPO is a Disability Confident Committed Employer, and we ensure our recruitment process is inclusive and accessible. Please complete the relevant application information on reasonable adjustments and disabilities if relevant.

Delivering at Pace

Regularly review the success of activities in the team to identify barriers to progress or challenging objectives. Identify who and what is required to ensure success, set clear goals and areas of responsibility and continually assess workloads considering individual needs. Follow relevant policies, procedures and legislation to complete your work. Ensure colleagues have the correct tools and resources available to them to do their jobs. Have a positive and focused attitude to achieving outcomes, despite any setbacks. Regularly check performance against objectives, making suggestions for improvement or taking corrective action where necessary. Ensure that colleagues are supported where tasks are challenging. 

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.

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.