25418 - Head of Workforce Management - CTSC

We’re looking for an exceptional candidate to join our new Courts and Tribunals Service Centres (CTSCs) in the role of Head of Workforce Management.

Supporting our ambitious Reform Programme the CTSCs will be created to deliver efficient centres for people to access and use the justice system.

HMCTS is transforming radically how the Courts and Tribunal services are delivered across England and Wales. One of the most complex and ambitious transformations across the Government, the Reform Programme will modernise the court estate, updating and replacing its technology, speeding up and streamlining working practices, refurbishing buildings to reduce maintenance costs and most importantly provide improved services for our customers.

CTSCs will be our administrative offices of the future, where our colleagues will, by the end of our Reform Programme, deal with almost all types of court and tribunal cases.

CTSC Colleagues will work with digital files, progressing digital cases from initiation, up to and between hearings or until the case is finalised. They will refer cases to the judiciary electronically; and will have the tools & technology to view any case record in that jurisdiction from anywhere in the country.

CTSCs will provide the first point of access for all users of courts and tribunals, ensuring that all cases are dealt with efficiently and effectively, providing a quality service and an outstanding user experience. They will be places where user queries are dealt with fully, cases are progressed in a timely manner and will ultimately provide the administrative backbone of the courts and tribunals system.

The role:

This role, directly reporting to the CTSC Delivery Director, will lead all activities relating to the forecasting and coordinating user service activities and meeting their demands in a real-time environment across multiple service centre sites, including delivering the workforce requirement data for delivering CTSC service levels and standards.

It is a role that will focus on the provision of insights drawn from multiple volatile data sources including performance, demand and court and tribunal centre utilisation and work collaboratively with leadership teams across the organisation to make future and real-time resource allocation decisions across large and multi-site operations to meet HMCTS service and quality level requirements.

The role will significantly contribute to the allocation of business performance and quality targets, the development of an evidence-based resource allocation and the delivery of the HMCTS Promise to users of the service.

Key Responsibilities:

• Provide accurate and timely long and medium range capacity plans for every function and site including volume forecasts, sourcing plans and resource schedules to match demand with resource and provide of accurate and appropriate data to enhance performance at the individual, team and site levels.
• Work with Heads of Operations, court and tribunal centre leadership, Recruitment, People Development and Service Improvement to deliver agreed planning strategies to meet service targets and deliver required performance levels/standards within financial/people budgets and that timely plans are in place to fill projected skills gaps.
• Align end-to-end resource planning processes to provide consistent high quality seamless service across all CTSC sites  
• Developing models and impact assessments of change initiatives either instigated by Head of Service Improvement, third-party bulk users or wider Government policy changes where user demand might be impacted.
• Proactively engage and contribute to operational and strategic management discussions and provide CTSC SMT with accurate data and insight on performance outcomes, impacts and forecasts, including analysis of trends, key performance metrics and management information, to embed a data-driven decision-making ethos
• Ensure historic service performance is understood and communicated effectively, transparently and consistently, using HMCTS guidelines where these exist and using own judgement as to how to communicate this where there is no guidance.
• Work with the Delivery Director and Finance to deliver within resourcing budgets in line with delegated financial authority provided by HMCTS.
• Improve operational efficiency across all CTSC user interfaces and services by ensuring the effective routing of casework across large cross-jurisdictional multi-site environment, to achieve efficient and effective workload balancing for best service delivery.
• Reduce administration and manual handling of schedules, holiday bookings, shift trades, flexible working and changes, with automatic and self-service tools, using HMCTS guidance and policies to support decisions and approach.
• Working with HMCTS in the development and implementation of commercially viable employee work-life balance policies for the reduction of staff turnover and the delivery of service level agreements.

To be successful in this role, you will need to demonstrate the following:

• Experience of Workforce Management in a leadership role with significant experience of setting up and managing an effective real-time workforce management processes and system and the use of new technology to support workforce allocation activities for the medium to long term.
• Experience of using Workforce management software and contact centre technology, operating and working practices within a user-focused environment. User focused and driven to improve the quality of service provision across the whole organisation.
• Relevant degree in Informatics or a numerate discipline or equivalent relevant skills and knowledge of workforce planning and management
• Ability to assess the impact of enabling activity upon work flow and case completion. Demonstrating a strong attention to detail and accuracy whilst being able to work at pace.
• Using problem resolution skills, own initiative and creativity to tackle new and recurring issues where no guidance or protocol exist.
• Experience of statistical analysis in a user-focussed service provision organisation,
• Leadership Skills, strong collaboration and communication skills. An active listener and receptive to the views of others and creates a work environment that motivates employees towards achieving HMCTS goals.
• The ability to negotiate win-win situations, demonstrating seasoned negotiation and persuasion skills and proven ability to exert influence on areas of work where no direct line authority exits to achieve the objectives of continuous improvement, efficient workforce allocation and case closure rates/times.
• Ability to operate independently, within widely-set key parameters

This is an exciting opportunity to work as part of team that will genuinely have a fundamental impact on the way we undertake justice in our country.

For further information on the role, please download the full job description.

Please note, the salary is set out below:

National - £43,308 - £62,888