48550 - Operational and Business Support Manager

£21,170 - £30,324 Salary will depend on location
2
12 Months
East Midlands, North East, North West, South East, West Midlands, Yorkshire and the Humber, National
National
NATIONAL
EO
D
Fixed Term
Up to 12 months
Full Time, Part Time, Flexible Working
Administration / Corporate Support, Operational Delivery

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.

Background

HM Courts and Tribunals Service is responsible for the administration of the criminal, civil and family courts and tribunals in England and Wales and non-devolved tribunals in Scotland and Northern Ireland.  It supports a fair, efficient and effective justice system delivered by an independent judiciary.

Our vision is to have an efficient and effective courts and tribunals system which enables the rule of law to be upheld and provides access to justice for all.  Significant investment has been made by HM Treasury to allow HMCTS to provide a more accessible system which is modern and responsive, treats those who use our service with dignity and respect, and which provides better value for money for the taxpayer. The reform programme that we have started to enable this will include estates rationalisation, and greater use of digital solutions.

Overview

There are two posts being advertised as part of this vacancy, which are listed below. The successful candidates will be allocated a role based on business discretion and business needs.

  • Regional Support Unit Operational and Business Support Role
  • Change Team Project Support Role

The National Business Centres (NBC) region was established in 2012 to provide administrative and telephone contact support to HMCTS. The region brings together a number of business areas and is responsible for key administrative tasks such as the issue of new money claims and appeals, customer contact, listing of cases, and dealing with correspondence and enquiries. The region is a key part of HMCTS strategy to deliver an effective and efficient service to our users, standardising and improving processes to provide a consistent level of service.

The Regional Support Unit provides critical support to the NBC and its senior leadership and management teams. Our team is responsible for a range of corporate and supporting duties, ranging from business, operational, and people roles. We undertake work digitally to ensure that the regional operations are coordinated and able to focus on delivering great service to our customers.

Our mission is to provide high quality, reliable support, acting as a point of contact for queries and needs of our stakeholders in the region. The team has a high-level overview of the NBC region, with its work touching on a number of jurisdictions and business areas, each with unique needs.

The key purpose of the role

NBC Regional Support Unit role

This is an opportunity to join the Regional Support Unit (RSU), a team of 20 that sits in the middle of the NBC Region to provide key support. We’re responsible for ensuring that we can centrally manage and support processes around the region to enable our offices to delivery strong customer service.

You’ll be involved in supporting the other areas of work on the RSU from time to time, helping us provide key support to the region in areas like Communications, Performance Analysis, Customer Experience, and Governance. 

You will also be liaising with Senior Management to achieve returns in necessary timeframes, which will need a lot of communicating and working through the aspects of the returns and reports. 

There will also be elements of assisting other areas of work within the RSU team depending on the requirements of the workloads.

The team are currently working remotely through the pandemic, and the role holder will likely work from home for the short term. We require that you are formally based at one of the NBC offices, which can be found on the intranet.

If you’d like to hear more about the team, please email us at NBC.RSU@Justice.gov.uk, and we’d be happy to tell you more about this role and our other duties.

Change Team Project Support Role

This is an opportunity to join the NBC Change Team and support the Region through Operational Business as usual Change and the delivery of reform led transitions. 

You will be supporting the Business Transition Managers, providing project planning documentation and developing systems to gather management information.  In addition, you will be liaising with staff and managers across the Region to develop and implement documentation and processes to support and resolve BAU issues as they arise.  Providing ongoing technical support as required for NBC Change initiatives. 

If you’d like to hear more about the team, please email us at NBCBusinessChange@Justice.gov.uk, and we’d be happy to tell you more about this role.

Key responsibilities

Operations

Operational Support

·         Collaborate with the Operational & Business Support Manager to deliver a comprehensive performance management and reporting framework across the Cluster/Region

·         Research and produce performance management information for use by the Senior Management Team and the Judiciary to aid decision making

·         Undertake specific project work, background research to inform continuous development work

·         Handle enquiries and deal effectively with requests for information/statistical data.

·         Collate and analyse basic customer data and feedback (inc. surveys)

·         Develop standard operating procedures and practices in response to business needs

·         Provide advice and technical expertise with regards to operational programmes, processes and procedures to end users.

·         Develop and maintain a knowledge base of relevant operational information for the Region (e.g. operational practices and policies, information of HMCTS services, performance information and data).

·         Provide training and support to staff/end users on new processes and systems.

·         Work with end users, internal and external stakeholders, courts and tribunals, to;

·         Support the implementation of operational delivery plans.

·         Measure the success of changes implemented.

·         Identify and report on operational issues, risks and opportunities

·         Promote the sharing of good practice.

·         Perform basic research, audits and quality/compliance checks, and provide feedback to court managers on issues identified.

·         Assist the operations with managing data collection and system queries.

·         Liaise and advise system developers/technicians when changes are required to either data or systems

·         Act as a SPOC for OPT in the Region

·         Act as a User Champion for MoJ Digital & Technology initiatives, providing feedback and cascading materials to the NBC

Project Support

·         Work with Delivery Managers to implement and monitor CI techniques, practices and exercises across the Cluster.

·         To provide secretariat support to meetings, including all preparation of work, taking minutes/notes. And relevant IT technical support

·         Assist with the collation of data and other management information requirements, including developing recording systems tools and Trackers and their ongoing development.

·         To support and advise the NBC Change Agent Network, maintaining administration databases in relation to the network, providing monitoring information as required.

·         Provision of general administrative duties including face to face, email enquiries, booking meetings as required.  Ordering IT and other supplies as requested.

·         Maintaining and developing the Change Team Knowledge Base and intranet pages of the Team.

·         To contribute to the review and development of systems, including processes to identify and implement efficiency improvement measures, as required

·         To develop documentation/project packs as required to support the Transition managers as required by a project, utilising MS Office packages and project.

·         To further own development by enabling/chairing document review meetings

·         Provide advice and technical expertise with regards to relevant lT programmes, processes and procedures to the Change Team and the wider Region.

·         Provide training and support to staff/end users on new processes and systems.

Processing and managing casework

·         Work with staff 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 Delivery Manager.

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

·         Communicate and work with Cluster Managers, Court/Tribunal staff and other internal and external stakeholders, suppliers and customers to ensure the successful delivery of operational objectives.

·         Deal professionally with a range of internal and external customers, suppliers, contractors and external service providers

·         Liaise with suppliers, contractors and external service providers to ensure best value/level of service for HMCTS.

Accountability

·         Reporting to the Operational & Business Support Delivery Manager (Band C)

Other duties

The RSU and Change Team works flexibly to cover colleague absences and to support the NBC region, and therefore there is an expectation that the role holder will support or be involved in a range of work as appropriate for the grade of the post, including cover for colleagues or standing in for line managers at the same grade when needed.

Application Process

To apply for this position please complete the online application form. You will be required to provide evidence of the following Success Profile Behaviours (Level 2):

  • Changing and Improving
  • Managing Quality Service
  • Making Effective Decisions
  • Working Together
  • Delivering at Pace

In the event of a large number of applications, the lead behaviour will be ‘Working Together’ on which applications will be sifted only.

Location of Post

The roles are to be based at a suitable site within the National Business Centres region.

During the COVID-19 pandemic, the NBC Regional Support Unit is operating on a remote working basis. The future HMCTS operating model for home working has yet to be agreed, however it is likely the role will continue to allow a degree of flexible home working.

Operational Delivery in HMCTS

These roles are 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.

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 moves to or from another employer or moves across the Civil Service this can have implications on your eligibility to carry on claiming childcare vouchers. You may however be eligible for alternative government childcare support schemes, including Tax Free Childcare. More information can be found on GOV.UK or Childcare Choices. You can determine your eligibility at https://www.childcarechoices.gov.uk/.
  • Paid paternity, adoption and maternity leave.
  • Free annual sight tests for employees who use computer screens.

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 equal opportunities. As a Disability Confident employer, MoJ are committed to providing everyone with the opportunity to demonstrate their skills, talent and abilities, by making adjustments throughout all elements of the recruitment process and in the workplace. MoJ are able to offer an interview to disabled candidates who meet the minimum selection criteria, except in a limited number of campaigns.

You will be able to request reasonable adjustments to the recruitment process within the application form. If you need additional help completing the application form, please contact the SSCL Recruitment Enquiries Team.

Making a real difference to people’s lives is such an integral part of working at HMCTS that we’ve built it into an agreement with everyone who works here. It’s called our people promise. Please click here to find out more.

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:

Following a period of consultation, a new pay structure has been agreed and therefore your pay may differ from the pay advertised/offered.  If you have any concerns, please check what the situation is before accepting any offer. 

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.

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.

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.  

Expected November 2021

18/10/2021, 23:55 hours.

If you require any assistance please call 0845 241 5359 (Monday to Friday 8am - 6pm) or e mail Moj-recruitment-vetting-enquiries@gov.sscl.com Please quote the job reference - 48550.

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.

Success Profiles will enable a fairer and more inclusive method of recruitment by enabling us to assess the range of experiences, abilities, strengths, behaviours and technical/professional skills required for different roles. This flexible approach to recruitment focuses more on finding the right candidate for the specific role. To find out more about Success Profiles to support your application please click here for further guidance.

In the event that we receive a large volume of applications we reserve the right to conduct the sift based on one lead behaviour. The chosen lead behaviour for this campaign is Working Together.
if you feel that your application has not been treated in line with the Civil Service Recruitment Principles, please contact SSCL (Moj-recruitment-vetting-enquiries@gov.sscl.com) in the first instance

We have provided detail of the assessment stages and areas being assessed to help you prepare for completing your application form, and to advise of what will be assessed following this, if you successfully pass the application stage.


Application form stage assessments

Behaviours
Changing and Improving - 250 word limit
Managing a Quality Service - 250 word limit
Making Effective Decisions - 250 word limit
Working Together - 250 word limit
Delivering at Pace - 250 word limit
A sift based on the lead behaviour, Working Together, may be held if a large number of applications are received. If a large number of applications remain after the initial sift, your application will be progressed to a full sift, where all behaviours will then be considered.

Interview stage assessments

There is 1 interview stage for this vacancy.
Behaviours
Changing and Improving
Managing a Quality Service
Making Effective Decisions
Working Together
Delivering at Pace
Strengths may also be assessed at interview but these are not shared in advance.

A Great Place to Work for Veterans

The "Making the Civil Service a Great Place to work for veterans" initiative includes a guaranteed interview scheme to those who meet the minimum criteria to provide eligible former members of the Armed Forces with opportunities to secure rewarding jobs. Allowing veterans to continue to serve their country, and to bring highly skilled individuals with a broad range of experience into the Civil Service in an environment, which recognises and values your previous service in the Armed Forces.
For further details about the initiative and eligibility requirements visit : https://www.gov.uk/government/news/making-the-civil-service-a-great-place-to-work-for-veterans

Redeployment Interview Scheme

Civil Service departments are expected to explore redeployment opportunities before making an individual redundant. The MoJ are committed, as part of the Redeployment Interview Scheme, to providing opportunities to those who are 'at risk of redundancy'.

MoJ are able to offer an interview to eligible candidates who meet the minimum selection criteria, except in a limited number of campaigns. Candidate's will not be eligible for the Redeployment Interview Scheme if they are applying on promotion.

This job is broadly open to the following groups:

· UK nationals

· nationals of the Republic of Ireland

· nationals of Commonwealth countries who have the right to work in the UK

· nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window) https://www.gov.uk/settled-status-eu-citizens-families

· nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)

· individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020

· Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window) https://www.gov.uk/government/publications/nationality-rules

This Vacancy is closed to applications.