70088 - Business Support Manager - North West Region

£31,265 - £34,446
12 Months
North West
Full Time, Part Time, Part Time/Job Share, Flexible Working
Administration / Corporate Support, Statistics, Analytical

We encourage applications from people from all backgrounds and aim to have a workforce that represents the wider society that we serve. We pride ourselves on being an employer of choice. We champion diversity, inclusion and wellbeing and aim to create a workplace where everyone feels valued and a sense of belonging. To find out more about how we do this visit: https://www.gov.uk/government/organisations/ministry-of-justice/about/equality-and-diversity.

The base location for this post can be at any site within the North West Region, however regular travel to Manchester Civil Justice Centre will be required.


HMCTS is one of government’s largest agencies, employing around 16,000 staff, with a gross annual budget of c£1.6bn, and operating across around 350 sites. It supports a fair, efficient and effective justice system delivered by an independent judiciary, and our work underpins justice, affecting the lives of millions every year.

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.
HEO staff will need to display a commitment to four key principles: Continuous change, Continuous improvement, 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.  

Our vision is to have an efficient and effective courts and tribunals system which enables the rule of law to be upheld and provides access to justice for all. Our justice system matters – for every citizen and for the role we play in the world. Through our reform programme we are transforming our technology, skills and capabilities, and in just a few short years we will have revolutionised how justice is administered for the people at its heart. We are striving to deliver a service where everyone who uses the courts and tribunals feels that they’ve been treated swiftly, fairly and with respect.


As a HEO in the NW RSU the jobholder must provide clear direction and focus and visibly champion the changes which will deliver greater efficiencies and improve customer service. HMCTS’ Senior Leadership Team expects all leaders 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

Under the direction of the Head of the North West Regional Support Unit (NW RSU), support the operation of the courts and tribunals within the Region, working as part of a flexible team.

The post holder will be expected to undertake a range of functions/responsibilities specified although it is not intended that the post holder will be responsible for the full range of duties listed below.

Key responsibilities


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 the NW RSU 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. 

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 development 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 LEAN 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


•    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


•    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 EO members of staff.


•    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.


•    Reporting to the Head of the NW RSU 

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 include rotation between all the HEO roles within the RSU.

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.

Location of Post

The base location for this post can at any site within the North West Region, however regular travel to Manchester Civil Justice Centre will be required.

Job sharing

Applications for job sharing will be considered and treated fairly on a case by case basis in accordance with the MoJ’s flexible working policy and equality policy.

Working Arrangements & Further Information

The MoJ offers Hybrid Working arrangements where business need allows. This is an informal, non-contractual form of flexible working that blends working from your base location, different MoJ sites and / or from home (please be aware that this role can only be worked in the UK and not overseas). Some roles will not be suitable for Hybrid Working. Similarly, Hybrid Working will not suit everyone’s circumstances. Arrangements will be discussed and agreed with the successful candidate(s) and subject to regular review.

For nationally advertised roles, the successful candidate(s) will be appointed to a MoJ office location, which may include their nearest Justice Collaboration Centre or Justice Satellite Office. This will be discussed and agreed on the completion of pre-employment checks.

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

Annual leave is 25 days on appointment and will increase to 30 days after five years’ service.

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.


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.


  • A range of ‘Family Friendly’ policies such as opportunities to work reduced hours or job share.
  • Access to flexible benefits such as voluntary benefits, retail vouchers and discounts on a range of goods and services.
  • For moves to or from another employer or moves across the Civil Service this can have implications on your eligibility to carry on claiming childcare vouchers. You may however be eligible for alternative government childcare support schemes, including Tax Free Childcare. More information can be found on GOV.UK or Childcare Choices. You can determine your eligibility at https://www.childcarechoices.gov.uk/.
  • Paid paternity, adoption and maternity leave.
  • Free annual sight tests for employees who use computer screens.

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. Should you feel that the recruitment process has breached the recruitment principles you are able to raise a formal complaint in the following order

The Civil Service embraces diversity and promotes equal opportunities. As a Disability Confident employer, MoJ are committed to providing everyone with the opportunity to demonstrate their skills, talent and abilities, by making adjustments throughout all elements of the recruitment process and in the workplace. MoJ are able to offer an interview to disabled candidates who meet the minimum selection criteria, except in a limited number of campaigns.

You will be able to request reasonable adjustments to the recruitment process within the application form. If you need additional help completing the application form, please contact the SSCL Recruitment Enquiries Team.

We encourage applications from people from all backgrounds and aim to have a workforce that represents the wider society that we serve. We pride ourselves on being an employer of choice. We champion diversity, inclusion and wellbeing and aim to create a workplace where everyone feels valued and a sense of belonging. To find out more about how we do this visit: https://www.gov.uk/government/organisations/ministry-of-justice/about/equality-and-diversity.

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

Existing Civil Servants applying on promotion will usually be appointed on the salary minimum of the pay band or with an increased salary of 10% 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 remuneration package.

To be confirmed.

07/02/2023, 23:55 hours.

If you require any assistance please call 0345 241 5359 (Monday to Friday 8am - 6pm) or e mail Moj-recruitment-vetting-enquiries@gov.sscl.com Please quote the job reference - 70088.

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.

Success Profiles will enable a fairer and more inclusive method of recruitment by enabling us to assess the range of experiences, abilities, strengths, behaviours and technical/professional skills required for different roles. This flexible approach to recruitment focuses more on finding the right candidate for the specific role. To find out more about Success Profiles to support your application please click here for further guidance.

In the event that we receive a large volume of applications we reserve the right to conduct the sift based on one lead behaviour. The chosen lead behaviour for this campaign is Seeing the Big Picture.
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

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

Seeing the Big Picture - 250 word limit
Changing and Improving - 250 word limit
Making Effective Decisions - 250 word limit
Communicating and Influencing - 250 word limit
Working Together - 250 word limit
Please note that in the event of a large number of applications being received we may run the initial sift on the lead behaviour of Seeing the Big Picture.

Interview stage assessments

There is 1 interview stage for this vacancy.
Seeing the Big Picture
Changing and Improving
Making Effective Decisions
Communicating and Influencing
Working Together
Strengths may also be assessed at interview but these are not shared in advance.

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 Vacancy is closed to applications.