25418 - Head of Workforce Management - CTSC

£43,308 - £62,888
12 Months
West Midlands
Birmingham , Stoke-on-Trent
Grade 7, Grade 6
Full Time
Business Management & Improvement, Senior Leadership

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

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.

To be confirmed

07/05/2019, 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 - 25418.

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
Please outline why you are interested in the role and what experience you can bring to the role
Professional competency
Please outline why you are suitable with reference to the following HMCTS leadership attributes:

o Proud of their purpose
o People Focused
o Good decision makers and problem solvers

More details on the Leadership Attributes can be found on page 8 of the downloadable Candidate Pack

This Vacancy is closed to applications.