25503 - Operational / Business Support Manager

£30,389 - £37,806
1
12 Months
London
London
FIRST AVENUE HOUSE LONDON, WC1V 6NP
HEO
C
Permanent
Full Time
Operational Delivery

Background

The Tribunals Service and Her Majesty’s Court Service were integrated into a single Agency, Her Majesty's Courts and Tribunals Service on 1st April 2011. Bringing these two organisations together has removed duplication in management functions and increased the efficiency of the administration, which has enabled HMCTS to reduce what it spends away from the front line substantially.

Consequently, there are high expectations of all staff regardless of the job they do and high performance is expected from everybody. The organisation is continuously adopting new or better ways of working to ensure that it focuses on just that which is essential.

Band C staff will need to display a commitment to four key principles: Continuous change, LEAN principles, managing uncertainty and improving performance. All those appointed to new roles in HMCTS must be wholeheartedly committed to these principles and evidence this in their application.

Overview

HMCTS is embarking on a period of significant change. Strong leadership is a critical element in this being successful. As a manager within HMCTS the jobholder must provide clear direction and focus, visibly championing the changes which deliver greater efficiencies. The HMCTS Executive Team expects managers in the organisation to operate in a culture of openness and honesty, demonstrating a commitment to change through involvement and empowerment, and by delivering results.

The jobholder will need to help staff and other stakeholders to understand the impact of the changes and the reasons for them, recognising that staff will need support during what will be an unsettling period. This will include helping staff prepare for changes and supporting them through it. There may also be times when it will be necessary to deliver difficult or unwelcome messages. This must be done sensitively, but firmly, addressing any inappropriate reactions or responses.

The key purpose of the role is to

  • Under the direction of the Heads of the Operational / Business Support Team, support the operation of the courts and tribunals within the Region, working as part of a flexible team. The post holders will be expected to undertake a range of the functions/key responsibilities specified, the exact nature of each of the roles to be determined as the RSU structure is embedded. (It is not expected that each post will be responsible for the full range).

Key responsibilities

Operations

Business Support

  • Ensure any communications to and from Delivery Director, Heads of Crime and Civil, Family and Tribunals (CFT) are delivered on time and in the appropriate manner, including complaints and FOI/Data Protection Act requests
  • Support the Head of Operational/Business Support in the Regional Business Planning process including reporting delivery against the plan
  • Act as the single point of contact for VIP visits (ministerial, judicial or CEO) develop the visit timetable and ensure briefings are prepared and delivered as required
  • Assign and delegate responsibilities across the business support team to best utilise available resources.
  • Provide Board support for the Delivery Director, Head of Crime and Head of CFT, providing agendas, monitoring action logs and taking minutes at meetings such as the Regional Delivery Boards, Jurisdictional Boards and others
  • Provide ad-hoc support as required to Cluster Managers and other Regional Board members (eg assist with recruitment exercises, advise on handling incidents, arrange appropriate action from Director etc)
  • Draft and format various documentation including PowerPoint presentations, maintenance and monitoring of excel spreadsheets, emails, word documents etc.
  • Draft submissions to ministers, briefings for senior managers and responses to Parliamentary Questions
  • Act as the single point of contact for communications for the Region, draft newsletters, updates to staff and management of the Regional intranet pages. This will include drafting and monitoring the Regional Communications Plan and undertaking communications audits
  • Act as gatekeeper for requests for data and information.
  • Act as the Regional Card Administrator for GPC
  • Undertake small-scale contract management projects (i.e. telephony)
  • Provide project management support to regional SROs
  • Support the delivery of any changes in policy and/ or work practices

Business Management Information

  • Provide a comprehensive performance management and reporting framework across the Region
  • Produce workload and performance forecasts/projections for the Regional Delivery Board
  • Produce performance reports for meetings across the Region
  • Provide briefings for DD and Heads of Jurisdiction for national and regional meetings
  • Monitor and analyse performance data, highlight problems and recommend interventions to the DD, Heads of Jurisdiction & Cluster Managers
  • Assure data quality, perform data quality checks, undertake data cleanses and verification, monitor RFCs, assess trends and alert the DD, Heads of Jurisdiction & Cluster Managers to any risk issues
  • Review court and tribunal processes in liaison with the LEAN team, problem solve and work with management to produce action plans

Business Assurance

  • Act as Regional Point of Contact for Business Continuity, managing the Regional BC Plan and liaising with Cluster Managers to monitor local arrangements
  • Act as the Regional KILO, managing FOI and DPA requests collating the necessary information to respond, taking into account the legislative requirements
  • Support the management of data security incidents and data losses across the Region ensuring lessons learnt are effectively communicated
  • Draft and monitor Equality Impact Assessments for the Region and within the RSU.
  • Monitor the application of HMCTS policies across the Region, ensuring compliance and providing assurance to the Delivery Director. (H&S, Fire Safety, Security, R&R, sickness absence etc)
  • Provide assurance that the HMCTS statutory responsibilities under H&S legislation are met within the Region
  • Support the Cluster Managers and other operational managers on Health, Safety and Security co-ordination and assurance issues
  • Support the implementation of any changes that have a direct impact of H&S, Fire Safety and Security
  • Act as the HMCTS Regional Co-ordinator when reporting to HMCTS HQ for all matters relating to fire, security & safety
  • Act as a link between the MoJ Estates Function and the business to ensure that security incidents are reported as legally required and a consistent approach is assured
  • Raise H&S awareness across the region, arranging training on new initiatives
  • Coordinate H&S, Fire Safety and Security testing initiatives to ensure successful application of the policy and procedure in this area
  • Act as point of contact for the reasonable adjustment arrangements
  • Ensure security audits and inspections are undertaken on a regular basis in accordance with policy
  • Ensure that all incident and accident reports are reported locally and then centrally via the Regional Security and Safety Officers, collated correctly on the prescribed database and that appropriate steps are taken to ensure there is sufficient follow up

Team Management

  • Manage Staff resources in a way that enhances the performance and develops the potential of all staff whilst at the same time ensuring the team provide the support needed by senior management; including setting objectives and hold regular reviews to provide honest feedback on performance and support development in line with guidance. Tackle under performance and manage sickness absence effectively
  • Work closely with a wide range of colleagues and stakeholders within and outside of HMCTS, demonstrating good team working and communication skills
  • Apply CI principles, tools and techniques to working practices to improve efficiency of operations.

Managing casework

  • Gather & review evidence to assess business cases for additional resource
  • Project management for ad-hoc Regional projects

Analysis

  • Monitor and analyse performance data, highlight problems and recommend interventions to the DD, Heads of Jurisdiction & Cluster Managers
  • Prepare a trend analysis to identify policy gaps and that all significant H&S incidents are escalated accordingly.
  • Ensure a quarterly report on all incidents and accidents is made available to Regional colleagues and IAD.
  • Analyse FOI/DPA requests to assess whether the requested information can be provided

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

  • Contact will be wide and varied but will likely include:
  • Members of court and tribunal staff and senior management
  • Members of the judiciary
  • Stakeholders from OGDs
  • Members of the public
  • Contacts across MoJ

Representation

  • Expected to represent the Region at several meetings, including OPT / Libra User Group Meetings, H&S forums, communications meetings and others.

Team leadership

  • It is likely that some or all of the posts will involve direct line management of Band D members of staff.

Specialisms

  • Knowledge of OPT and KPI’s would be advantageous
  • Knowledge of H&S, Fire Safety and Security policies would be of strong benefit
  • Analytical skills to interpret data.
  • Excellent communication skills are a pre-requisite for this role.

Accountability

  • Reporting to the Heads of the Operational / Business Support Team.

Other duties

The post holder is required to work in a flexible way and undertake any other duties reasonably requested by line management which are commensurate with the grade and level of responsibility of this post. This may also include rotation between all the Band C roles within the RSU.

Location of Post

Based within London & South East Regional Support Unti with the Delivery Director. Some travel around the Region for visits / meeting attendance will be required.

Key Civil Service Competencies

You will be required to provide evidence of the following key competencies at Level 3.

Seeing the Big Picture

  • Be alert to emerging issues and trends which might impact or benefit own and team’s work
  • Develop an understanding of own area’s strategy and how this contributes to Departmental priorities
  • Ensure own area/team activities are aligned to Departmental priorities
  • Actively seek out and share experience to develop understanding and knowledge of own work and of team’s business area
  • Seek to understand how the services, activities and strategies in the area work together to create value for the customer/end user

Making Effective Decisions

  • Make decisions when they are needed, even if they prove difficult or unpopular
  • Identify a range of relevant and credible information sources and recognise the need to collect new data when necessary from internal and external sources
  • Recognise patterns and trends in a wide range of evidence/data and draw key conclusions
  • Explore different options outlining costs, benefits, risks and potential responses to each
  • Recognise scope of own authority for decision making and empower team members to make decisions
  • Invite challenge and where appropriate involve others in decision making to help build engagement and present robust recommendations

Leading and Communicating

  • Take opportunities to regularly communicate and interact with staff, helping to clarify goals and activities and the links between these and Departmental strategy
  • Recognise, respect and reward the contribution and achievements of others
  • Communicate in a succinct, engaging manner and stand ground when needed
  • Communicate using appropriate styles, methods and timing, including digital channels, to maximise understanding and impact
  • Promote the work of the Department and play an active part in supporting the Civil Service values and culture
  • Convey enthusiasm and energy about their work and encourage others to do the same

Collaborating and Partnering

  • Establish relationships with a range of stakeholders to support delivery of business outcomes
  • Invest   time to generate a common focus and genuine team spirit
  • Actively seek input from a diverse range of people
  • Readily share resources to support higher priority work, showing pragmatism and support for the shared goals of the organisation
  • Deal with conflict in a prompt, calm and constructive manner
  • Encourage collaborative team working within own team and across the department

Managing a Quality Service

  • Make effective use of project management skills and techniques to deliver outcomes, including identifying risks and mitigating actions
  • Develop, implement, maintain and review systems and service standards to provide quality, efficiency and value for money
  • Work with team to set priorities, goals, objectives and timescales
  • Establish mechanisms to seek out and respond to feedback from customers about service provided
  • Promote a culture that tackles fraud and deception, keeping others informed of outcomes
  • Develop proposals to improve the quality of service with involvement from a diverse range of staff, stakeholders or delivery partners

Delivering at Pace

  • Successfully manage, support and stretch self and team to deliver agreed goals and objectives
  • Show a positive approach in keeping their own and the team’s efforts focused on the goals that really matter
  • Take responsibility for delivering expected outcomes on time and to standard, giving credit to teams and individuals as appropriate
  • Plan ahead but reassess workloads and priorities if situations change or people are facing conflicting demands
  • Regularly monitor own and team’s work against milestones or targets and act promptly to keep work on track and maintain performance
  • Coach and support others to set and achieve challenging goals for themselves

Operational Delivery in HMCTS

This role is 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.

Flexible working options

HMCTS offers a flexible working system in many of its offices.

Job sharing and reduced hours

All applications for job sharing or reduced hours will be treated fairly and on a case by case basis in accordance with the MoJ’s flexible working policy and equality policy.

Excess Fares and Relocation Allowances

This job is not eligible for relocation allowances but excess fares may be considered in accordance with MoJs excess fares allowance policy.

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:

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.

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.

Support

  • 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.

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.

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.

Eligibility

Staff on fixed term appointments must have been recruited through fair and open competition.

To Be Confirmed

23/04/2019, 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 - 25503.

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@gov.sscl.com) in the first instance
Seeing the Big Picture
Making Effective Decisions
Leading and Communicating
Collaborating and Partnering
Managing a Quality Service
Delivering at Pace

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

Interview stage assessments

There is 1 interview stage for this vacancy.

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.