24174 - Delivery Manager
This role involves managing the London Regional Confiscation Unit. You will primarily be based in London, but you will also be expected to travel as and when the business need requires it.
The Units is responsible for ensuring the collection and enforcement of confiscation orders made within the region. You will be responsible for increasing collection performance and achieving targets in a demanding, high profile environment. You will also be required to deliver an outstanding level of service to our customers as well as establishing and developing working relationships with a variety of agency partners and stakeholders, including the Courts, Judiciary, Crown Prosecution Service and the Police.
The National Compliance and Enforcement Service (NCES) forms part of HMCTS where this role is based. NCES responsibilities include the collection of criminal fines.
There will be high expectations of all staff regardless of the job they do and the need for more robust performance management. The organisation will be adopting new ways of working to ensure that it focuses on just that which is essential in the Agency.
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 these roles in HMCTS must be wholeheartedly committed to these principles.
HMCTS is a continually changing organisation. Strong leadership is a critical element in this being successful. As a manager within HMCTS you must provide clear direction and focus, visibly championing the changes which deliver greater efficiencies. The Heads of Operations in Enforcement expect all managers in the NCES to operate in a culture of openness and honesty, demonstrating a commitment to change through involvement and empowerment, and by delivering results.
The key purpose of the role is to
- Support Head of Enforcement Operations and Operations Manager by being responsible for managing the day to day operations within your designated area.
- Deliver a consistent and customer focussed service
- Ensure effective deployment of resources to meet operational needs.
- Ensure the delivery of compliance and enforcement performance management objectives
- Build and maintain effective liaison with judiciary, user groups, representative organisations and clusters, representing the Operations Manager where necessary.
- Work with other Managers across NCES to ensure cohesive National delivery
- Act as Responsible Officer as required.
- Maintain effective working relationships with the judiciary, stakeholders, local clusters, supporting agencies, voluntary and user groups, working with agencies to improve the level of service offered to users.
- Provide direction and close support to local managers, setting local priorities which are consistent with the business plan.
- Lead Staff Forums as part of employee engagement activities to effect good working relationships with staff and to improve service delivery and staff morale / motivation.
- Ensure that team targets are met and resources are managed to deliver highly effective performance.
- Identify process improvements, understanding and managing associated risks; building on team strengths to deliver business outcomes.
- Ensure that Governance, risk management registers and contingency plans are in place and updated annually/monthly or as necessary/required.
- Ensuring compliance with HMCTS values, policies and procedures (including diversity, attendance and discipline).
- Ensure that local training needs are identified, assessed and training is delivered.
- Perform Responsible Officer duties. This may include any of the following activities:
- Identify and implement solutions to local problems
- Ensuring IT/Workstation compliance at all times
- Ensure compliance with health and safety requirements
- Ensuring Risk Assessments take place at appropriate times
- Maintenance of an up to date Asset Register
- Ensure any issues regarding level of service for Estates Facilities Management are escalated to MoJ Estates
- Constructively manage complaints within set timescales, and ensure corrective action taken where necessary.
- Apply LEAN principles, tools and techniques to working practices to ensure continuous improvement.
- Working with managers and staff to develop team plans which form part of the overall business plan for the NCES.
- Setting local priorities and objectives within the context of national/regional strategies and plans.
- Identifying and implementing solutions to local problems, working with the Operations Manager to resolve more complex problems.
- Maintain effective liaison with judiciary, local clusters, user groups and representative organisations.
- Effective liaison with other Regional Confiscation Units and compliance & enforcement teams
- Thinking beyond own area of responsibility, considering wider policy and organisational implications of issues.
- Develop local communication plans which meet the needs of the target audience.
- Representing the function you have been assigned to at an operational level.
- Provide operational leadership to managers and staff and role model engaging behaviours.
- Provide coaching to support and develop staff, guiding them through a substantial and significant change.
- Ensure you and your managers support the ongoing use of TIB’s and SOP’s and empower and develop staff to achieve the highest performance standards.
- Ensure the application of MoJ HR policies and procedures.
- To have a comprehensive knowledge of functions undertaken within NCES, to support the development and review of policies and procedures.
- To be able to manage people who may be based at different locations across a wide geographical area.
- To have an understanding of the Proceeds of Crime Act and confiscation order enforcement
- Ensure effective deployment of resources to live within the allocated budget.
- Reporting to the Operations Manager.
Key Civil Service Competencies
You will be required to provide evidence of the following key competencies at Level 3.
Changing and Improving
- Find ways to improve systems and structures to deliver with more streamlined resources.
- Regularly review procedures or systems with teams to identify improvements and simplify processes and decision making.
- Be prepared to take managed risks, ensuring these are planned and their impact assessed.
- Actively encourage ideas from a wide range of sources and stakeholders and use these to inform own thinking.
- Be willing to meet the challenges of difficult or complex changes, encouraging and supporting others to do the same.
- Prepare for and respond appropriately to the range of possible effects that change may have on own role/team.
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.
Building Capability for All
- Identify and address team or individual capability requirements and gaps to deliver current and future work.
- Identify and develop all talented team members to support succession planning, devoting time to coach, mentor and develop others.
- Value and respond to different personal needs in the team using these to develop others and promote inclusiveness.
- Proactively manage own career and identify own learning needs with line manager, plan and carry out work-place learning opportunities.
- Continually seek and act on feedback to evaluate and improve their own and team’s performance.
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.
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.
The post holder will be expected to work flexibly across the NCES to meet operational needs
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:
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.
Staff on fixed term appointments must have been recruited through fair and open competition.
27/02/2019, 23:55 hours.
Closing Date: 27th February 2019 at 23:55 hours
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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.
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.
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.
This Vacancy is closed to applications.