83920 - Diary Manager & Business Support Lead - Legal Aid Agency

£27,223 - £28,613
12 Months
East Midlands, East of England, North East, North West, South East, South West, Wales, West Midlands, Yorkshire and the Humber
Birmingham , Brighton and Hove , Bristol , Cambridge , Cardiff , Jarrow , Leeds , Liverpool , Manchester , Nottingham
5 WELLINGTON PLACE LEEDS, LS1 4AP, LAA 1 Unity Square, FLR 3, NG2 1AW, LAA 3 Glass Wharf, FLR 2, BS2 0PS, LAA Brighton, BN2 9QA, LAA Level 3, 23 Stephenson Street, Birmingham, B2 4BH, LAA Store Street, Piccadilly Gate, FLR 7, M1 2WD , LAA William Morgan House FLR11, CF10 1EP, LEGAL AID AGENCY CAMBRIDGE, CB2 8DR, LIVERPOOL THE CAPITAL LAA LIVERPOOL, L3 9PP, SOUTH TYNESIDE BERKELY WAY LAA JARROW, NE31 1SF
Please note: Some of our MoJ Office locations, such as our Liverpool Justice Collaboration Centre, require higher levels of National Security Vetting. The MoJ is working to open more Justice Collaboration Centres and Justice Satellite Offices over time. Click here to learn more about where our currently open Justice Collaboration Centres and Justice Satellite Offices are, to identify where you may be based and understand National Security Vetting requirements of each location.
Full Time, Part Time, Part Time/Job Share, Flexible Working

Job Title:    Diary Manager and Business Support Lead     Contract Type:    Permanent 
Grade:    EO    Salary range (depending on location):    National - £27,223 to £28,613
Please note that unless you are currently employed by the Civil Service and are earning more than the minimum above, if successful you will be offered the minimum for the grade depending on your location.

Location:    National – flexible occasional travel to LAA Sites will be required 
Directorate:    Case Management    Team:    Finance, Performance & Governance Team
Working Pattern:    The post is supported by the MOJ flexible working policy and includes colleagues who work flexibly, remotely, part time or as part of a job share etc.

Working Pattern:    The post is supported by the MOJ flexible working policy and includes colleagues who work flexibly, remotely, part time or as part of a job share etc.

If you are applying for a part time role, please note that in order to meet business demands we need cover for a minimum of 21 hours and to cover 3 days of the week.
Reporting to:    Head of Finance, Performance and Governance 

The Legal Aid Agency

We are an executive agency of the Ministry of Justice (MoJ). We provide civil and criminal legal aid and advice in England and Wales to help people deal with their legal problems.  

Our people are at the heart of achieving excellence. Employing around 1,200 colleagues across England and Wales, we feel proud to have some of the best People Survey results in the Civil Service. 

Our LAA commitment to Diversity and Inclusion

The LAA is committed to diversity and inclusion and we positively promote flexible working, including job shares. 

We will consider all applications on merit regardless of age, disability, gender identity, sexual orientation, socio-economic background, religion, ethnicity, preferred working pattern and except for exceptional circumstances your working location. 

As a Disability Confident organisation, we will offer a guaranteed interview to candidates with a disability who meet the essential criteria for this role. Under the Equality Act 2010 a disability is defined as a physical or mental impairment which has a substantial and long-term adverse effect on your ability to carry out normal day-to-day activities which has lasted, or is expected to last, at least 12 months. 

If you are responding to a role within the Legal Aid Agency and would like to be considered under the guaranteed interview, please ensure that you attach the Disability Confident Scheme Form when you return your application. You can use the same form to let the recruiting manager know of any reasonable adjustments you may require during the sift or later selection processes. 

Case Management 

The Diary Manager and Business Support Lead is based in our Case Management Directorate which is the largest department in the Legal Aid Agency (LAA).

The Case Management department is the delivery function of the LAA, and our staff ensure that each year 600,000 new clients can access the justice they require, and that their providers are fairly remunerated for the delivery of the legal aid. As part of the work we do, we must ensure that we understand and improve the effectiveness of the schemes whilst achieving value for money.

Finance, Performance and Governance 

The Finance, Performance and Governance Team in Case Management leads on the delivery of actions relating to Finance matters, Performance Monitoring and Governance against policies and procedures for the directorate. 

Job Summary

The role holder will provide administrative support to the Head of Case Management acting as their Diary Manager which involves arranging meetings and acting as note taker across various Senior Management meetings and forums. Due to the nature of the work involved discretion and absolute confidentiality are essential.

The role holder will also provide administrative support to members of the Senior Management Team including managing calendar appointments, arranging meetings, acting as a note taker, and monitoring the progress of actions. 

The role holder will also provide business support to other areas of the business through the administration of performance, budget, travel, resource planning, absence, governance, and estates including the production and provision of regular and ad-hoc high-quality reports. 

The role holder will also support the Case Management Resourcing Manager with resourcing and recruitment activity. 

Key Responsibilities:

    Effective management of electronic diary and correspondence for the Head of Case Management, managing conflicting requests for meetings and prioritising using your own initiative.
    Effective communication with a wide range of internal and external stakeholders from other organisations, including Senior Leaders.
    Organising meetings; including booking rooms, venues, travel, accommodation, and equipment including Senior Management Team and Operations Committee.
    Attending meetings when required, preparing agendas, and taking minutes.
    Effectively tracking and monitoring action points arising from meetings, ensuring these are resolved and deadlines are met, using appropriate means of escalation.
    Ensuring the Head of Case Management has all necessary information prior to meetings.
    Providing additional administrative and secretarial support for other Senior Managers in Case Management Directorate.
    Working closely with the Head of Finance, Performance and Governance to co-ordinate activity across the Senior Management Team. 
    Managing travel bookings for Case Management ensuring compliance with policy and service level agreements 
    Producing management information and recommendations to inform operational policy decisions in relation to processing and case control within the Case Management Directorate, ensuring all reporting is validated before issue / publication. 
    Effectively prioritising routine work and dealing with correspondence from internal and external stakeholders including Freedom of Information requests where production, analysis and reporting of data is required. 
    Preparing documents, papers, reports and presentations on an ad-hoc basis interpreting data into high quality. 
    Creating and maintaining administration processes and systems, including data management, and filing.
    Supporting with the management of financial payments and spend, reporting to the Finance Performance & Governance Manager on any problems and issues in relation to spend against budget and other financial matters.
    Driving change and identifying areas of improvement 
    Working closely with other Diary Managers and team members to identify and share best practice. 
    Occasionally provide cover/assist to the Chief Executive’s Office. 

Essential Knowledge, Experience and skills    

o    Ability to deliver effectively to tight deadlines managing and prioritising multiple tasks. 
o    A good knowledge of Microsoft office (including Word, Excel and PowerPoint, Outlook, and MS Teams) 
o    Effective time management and organisational skills with the ability to deal with conflicting requests and priorities using own initiative.
o    Ability to manage and prioritise multiple tasks and adapt as priorities change.
o    Ability to handle sensitive and confidential data and discussions

Desirable Knowledge, Experience and skills    

o    Experience of working in an administrative or secretarial role
o    Experience of producing reports
o    Ability to work with minimal supervision and as part of a team

Person Specification    

o    The role holder is someone who enjoys working as part of a team and on their own in a fast-changing environment

Assessment approach 

Application Process
To apply please provide a statement of suitability showing how you meet the essential criteria in no more than 750 words.

Your statement should demonstrate your ability to do all of the essential criteria listed, using examples can help strengthen your application. 

Please note that if we have a large number of applications will we do an initial sift on the criteria - Ability to deliver effectively to tight deadlines managing and prioritising multiple tasks. 
Interview / assessment Process
If you are successful through the application stage, you will be invited to an interview / assessment centre which will be held via Microsoft Teams where you will be assessed as follows: 

o    Strengths relevant to the role 
o    Some or all of the following Behaviours:
o    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.
o    Communicating & Influencing
Communicate clearly and concisely both orally and in writing. Take time to consider the best communication channel to use for the audience, including making the best of digital resources and considering value for money. Interact with others in an enthusiastic way. Express ideas clearly and with respect for others. Listen to and value different ideas, views and ways of working. Respond constructively and objectively to comments and questions. Handle challenging conversations with confidence and sensitivity.
o    Working Together 
Develop a range of contacts outside own team and identify opportunities to share knowledge, information and learning. Show genuine interest when listening to others. Contribute to an inclusive working environment where all opinions and challenges are listened to and all individual needs are taken into account. Ensure it is clear that bullying, harassment and discrimination are unacceptable. Offer support and help to colleagues when in need, including consideration of your own and their wellbeing. Change ways of working to aid cooperation within and between teams in order to achieve results.

o    There will also be a short exercise to assess your ability to manage conflicting priorities. 

o    Your Experience of implementing, promoting, or understanding diversity and inclusion policy 

The LAA’s goal is to build an organisation that is open and inclusive and truly values and celebrates the diversity of its workforce. One that reflects and understands the needs of the diverse society we serve. This is regardless of social background, gender, age, ethnicity, sexual orientation, beliefs, disabilities or long-term illness or caring responsibilities.

Diversity is the presence of difference, this can include one or more of the protected characteristics (Gender, Age, Race, Disability etc.) or it can be about working patterns, whether we like to jump into a task or reflect on it before acting.

Inclusion is how we welcome, value, and celebrate diversity, giving everyone a voice, tapping into ideas, and enabling everyone to be themselves at work and achieve their potential.

For this grade/ role we would expect the candidate to demonstrate understanding of the terms Diversity and Inclusion and be able to explain why they are important to them and to where they work. Examples of action they have taken (in or outside of work) to embrace diversity (e.g., increasing understanding) or improve inclusion for others will increase the strength of their answer. 

Shortlisting is planned for week commencing 19th February 2024

Interviews are planned for week commencing 11th March 2024

If you would like more information on this opportunity, please contact – Jayne Nevitt Jayne.Nevitt@justice.gov.uk

Complaints procedure
If you have any complaints about this recruitment activity, please share your concerns by emailing LAAPeopleTeam@justice.gov.uk initially. We aim to respond to any complaint within 10 working days. 

If you are dissatisfied with our response, we will forward your complaint to the Civil Service Commission, an independent body, for review.

Working Arrangements & Further Information

The MoJ offers Hybrid Working arrangements where business need allows. This is an informal, non-contractual form of flexible working that blends working from your base location, different MoJ sites and / or from home (please be aware that this role can only be worked in the UK and not overseas). Some roles will not be suitable for Hybrid Working. Similarly, Hybrid Working will not suit everyone’s circumstances. Arrangements will be discussed and agreed with the successful candidate(s) and subject to regular review.

For nationally advertised roles, the successful candidate(s) will be appointed to a MoJ office location, which may include their nearest Justice Collaboration Centre or Justice Satellite Office. This will be discussed and agreed on the completion of pre-employment checks.

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.

MoJ candidates who are on a specialist grade, will be able to retain their grade on lateral transfer.

All candidates who are currently in receipt of Mark Time / Pay Protection should ensure they are familiar with the new policy on permanent and temporary promotion which can be found on the employee intranet.

Flexible working hours

The Ministry of Justice offers a flexible working system in many offices.


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.


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.


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.


  • 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

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.

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.

Interviews are planned for week commencing 11th March 2024

23/02/2024, 23:55 hours.

If you require any assistance please call 0345 241 5359 (Monday to Friday 8am - 6pm) or e mail Moj-recruitment-vetting-enquiries@gov.sscl.com Please quote the job reference - 83920.

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.

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

Statement of Suitability - 750 word limit

Interview stage assessments

There is 1 interview stage for this vacancy.
o There will also be a short exercise to assess your ability to manage conflicting priorities.
Delivering at Pace
Communicating and Influencing
Working Together
o Your Experience of implementing, promoting, or understanding diversity and inclusion policy
Strengths may also be assessed at interview but these are not shared in advance.
Any candidate who has been assessed as being appointable to the role they applied for may be offered a similar, lower grade role, if one is available. Furthermore, any candidate who has just missed meeting the criteria for a particular role, may be appointed to a similar role at a lower grade if such a role is available, and if they have been assessed as meeting the criteria for the lower grade role. These appointments will also be made in merit order.

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.

The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment.

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.