24454 - Deputy Head of Operations - Courts and Tribunals Service Centres

£30,531 - £40,488
12 Months
West Midlands
Birmingham , Stoke-on-Trent
Full Time
Operational Delivery, Senior Leadership

We’re looking for exceptional candidates to join our team in the role of Deputy Head of Operations 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 in. 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 provides direct line management to the Query Management & Case Administration, mediation, Video Hearings and Scheduling & Listing teams within a CTSC, and reports directly to the Head of Operations. It will support the Head of Operations in the day to day running of the CTSC and will focus on the short to medium term direction and management and leadership for these teams.

Key accountabilities include:

  • Support the Head of Operations in the day to day delivery of a high-quality user-focused service focused on quality and timeliness in the delivery of improved services to end users. Resolving short/medium term issues using judgement and discretion, escalating any complex long-term issues.
  • Responsible for the day-to-day operational performance of the CTSC, using performance data to determine priorities and action to ensure effective service delivery, to determine and set performance targets for the CTSC teams and work with the Team Leaders by advising how the targets can be me.
  • Act as strong link between QMCA function and the Head of Operations to focus maximising productivity, minimising risk and effectively responding to fluctuations in demand within widely-set key parameters.
  • Use available MI, data and insight (eg KPI’s, user satisfaction) to make proposals to Head of Operations on improving quality and quantity in operational performance targets, team capability, and engagement.
  • Take responsibility for the user-facing interactions of the CTSC, and for ensuring teams are achieving the operational targets set for quality and quantity of user interactions and level of user satisfaction with the CTSC service. Focus on improving the effectiveness of the user-facing teams and set in place measures to ensure compliance with standards.
  • Take responsibility for the escalation of issues from the user-facing teams at CTSC and provide support and guidance on difficult or complex issues which cannot be resolved at lower levels or where the existing rules or protocols do not cover the situation
  • Drive a performance improvement culture within CTSC as defined by Head of Operations by cascading the new ways of user-focused working and continuous improvement culture by ensuring compliance with business change, process or continuous improvement initiatives, encouraging a continuous improvement ethos across all CTSC Teams working with the Head of Service Improvement on the process or performance improvement measures needed across all CTSC teams

Person Specification

  • Leadership skills to visibly demonstrate and embed the new culture and ways of working for CTSC in delivering service excellence across all CTSC jurisdictions
  • Knowledge of effective resource management (staff, budget and capacity) to work across with Heads of Service Improvement and Workforce Management across the CTSC on a daily/weekly basis to feed into solutions, including compliance, risk management and assurance (safety and security) in line with standard guidelines.
  • People management and engagement skills to build and maintain engagement across CTSC teams, using an empowering management style and coaching approach, that motivates others to improve their performance and contribute to a positive work ethic.

The salary for this post is set within Band D of:

Stoke / Birmingham -  £30,531 - £40,488

New recruits to the Civil Service joining MoJ are expected to join at the band minimum.

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.

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.

We have 2 roles available in Stoke-on-Trent and 2 roles available in Birmingham

Additional information:

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 the Candidate Pack, attached below for further information on the role.

The jobholder must be able to fulfil all spoken aspects of the role with confidence in English or (when specified in Wales) Welsh.

A part if the application process, you will be asked to provide 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:

- Proud of their purpose

- People Focused

- Good decision makers and problem solvers

More details on the Leadership Attributes can be found on page 8 of the candidate pack 

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:

Annual Leave

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.

The interviews and assessments will take place at locations in either Stoke or Birmingham depending on the role you applied for, however there may be exceptions to this for some roles. The full details of the interview dates, times and locations will be made available to successful candidates at the sift stage.

11/03/2019, 23:55 hours.

Closing Date: 11th March 2019 at 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@sscl.gse.gov.uk Please quote the job reference.

Baseline Personnel Security Standard (BPSS)

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.

Candidate Information

You may be required to provide statements describing your skills and experience relevant to each of the selection criteria. We recommend that you structure any examples as Situation, Task, Action and Result. For more information about the recruitment process and answers to general queries, please click the below link which will direct you to our Candidate Information Page.

Link: https://justicejobs.tal.net/vx/candidate/cms/About%20the%20MOJ

In the event of a large number of applications, we reserve the right to undertake the following processes:

  • An automated online test where a benchmark must be passed to progress;
  • A sift on the lead selection criteria. If this happens, the lead criteria will be the first one listed in the advert.

During the selection process, you may be asked to undertake an additional assessment (such as written test). If this is applicable you will be notified of this when you are invited to interview.

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@sscl.gse.gov.uk) in the first instance
Professional competency
You will need to provide the following as part of your application process:
A statement in no more than 250 words outlining why you are interested in the role.
Professional competency
You will need to provide the following as part of your application process:
A statement 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

Details of these attributes can be found on Page 8 of the candidate pack.

This Vacancy is closed to applications.