28875 - HMCTS Customer Investigations Manager

£24,002 - £38,373
1
12 Months
East Midlands, London
Leicester , London
102 PETTY FRANCE (MOJ) LONDON, SW1H 9AJ, LEICESTER ARNHEM HOUSE AIT LEICESTER, LE1 6LR
HEO
C
Permanent
Full Time
Operational Delivery

The Customer Directorate is central in supporting HMCTS as it transforms itself into a customer driven organisation, enabling them to participate in justice effectively and with confidence, ensuring our services are Just, Proportionate and Accessible, so that we retain the rule of law.

The Customer Investigations Team is part of the Customer Directorate and handles complaints from external courts & tribunal users; prepares responses on behalf of MoJ Ministers and the Chief Executive to Members of Parliament; deals with Treat Official correspondence from members of the public who write to officials about their court or tribunal case. We also respond to litigation issued against the majority of court and tribunal jurisdictions within HMCTS. We are now looking for a Band C Customer Investigations Manager to join our team. As the successful candidate you must be able to demonstrate that you are able to solve a variety of problems and can provide clear decisions to senior managers and stakeholders based on analysing the information and evidence available to you. You must be disciplined and can communicate complex thoughts and ideas both verbally and in writing.


Why we exist


The work we do is vital to securing a sustainable future that enables justice to be readily available to all and particularly those vulnerable people who need it most. Success in the role you are considering will enable you to make a positive difference to you, your community and your society. Every person at HMCTS is driven by this powerful purpose.


HM Courts & Tribunals Service underpins the delivery of justice, making sure trials and hearings run fairly and efficiently. We are here to ensure anyone in need of our courts and tribunals receives a service that suits their needs.  

What are we doing?


We have a brand with an outstanding heritage and history. Being around for hundreds of years makes us proud but not complacent. We are required to update and modernise to ensure we align our service with the society we serve. In recognition of this, HMCTS gained funding in the last Government Spending Review for a root and branch ‘Reform’ of our services. We are now ready to put our plans into action and deliver. 

How are we going to fulfil our vision?


Every year, millions of people seek justice in our courts and tribunals. Whilst they receive service from committed people, they do not feel like a customer. In broad terms, changing that outcome, generating satisfaction and confidence in our justice system, is our primary goal.


We are focused on radically improving the customer journey for all by:





        For HMCTS, the changes we are making will reduce our own costs and remove service failure from our system, allowing us to put resources where they matter most. 

        The Key Purpose of the Role:


        • HMCTS respond and deal with most judicial reviews claims in-house. As one of two Band C managers, you will be responsible for administering and supervising how judicial review claims are dealt with. Making decisions on when to instruct the Government Legal Department to act on HMCTS’s behalf or whether to deal within the team.

        • You will be responsible for identifying key issues and seeing the bigger picture within applications. Once identified, make effective decisions on the resolution.

        • As litigation against HMCTS extends beyond England and Wales, experience of court processes in Scotland and Northern Ireland would be beneficial.

        • You will be responsible for managing Private Claims issued against HMCTS. As client, you will provide instructions to the Government Legal Department on how the claim should be conducted, ensuring the relevant people are informed and establishing what is the best solution for the business, including conferences with Counsel.


        • The team is the contact for the business seeking legal advice – either Counsel’s advice or via MOJ Legal. You will need to be able to assess the request to decide on most appropriate route.


        • You will provide advice on ad hoc issues such as assessing witness statements to ensure HMCTS’s position is protected; assessment of bill of costs; complex complaints etc.

        • As part of the team, you will also be expected to aid in evaluating and considering appeal stage complaints, ministerial and Chief Executive correspondence. 

        Key Accountabilities & Leadership 

        • Reporting to a Senior Customer Investigations Manager.

        • Lead and Supervise a team of Band D staff 

        Key Responsibilities


        Managing Casework:  

        • Manage workflow of litigation.

        • Investigate and manage private claims issued against HMCTS and identify Judicial Reviews that can be dealt with in-house

        • Investigate and resolve escalated (and complex) claims, referring more complex and difficult issues to Line managers

        • Investigate claims for compensation

        • Prepare high quality draft replies to Pre-Action Letters of claim, complaints and correspondence from customers

        • Responsibility for the litigation section on the OPTIC system, ensuring it remains fit for purpose.

        Communicating & Stakeholder management 

        • Work closely with Operations, Central Operations Services, Press Office, Judicial Office, Government Legal Department, MoJ Legal Team, the Chief Executive’s Office, Ministerial Offices and the Parliamentary & Health Service Ombudsman

        • Liaise with policy teams, judiciary and Counsel and represent HMCTS in meetings with them 

        Behaviours (will be assessed at sift and interview: Behaviours must be demonstrated at level 3)


        Making Effective Decisions:


        Understand own level of responsibility and empower others to make decisions where appropriate. Analyse and use a range of relevant, credible information from internal and external sources to support decisions. Invite challenge and where appropriate involve others in decision making. Display confidence when making difficult decisions, even if they prove to be unpopular. Consult with others to ensure the potential impacts on end users have been considered. Present strong recommendations in a timely manner outlining the consideration of other options, costs, benefits and risks. 

        Communicating and Influencing:


        Communicate in a straightforward, honest and engaging manner, choosing appropriate styles to maximise understanding and impact. Encourage the use of different communication methods, including digital resources and highlight the benefits including ensuring cost effectiveness. Ensure communication has a clear purpose and takes into account people’s individual needs. Share information as appropriate and check understanding. Show positivity and enthusiasm towards work, encouraging others to do the same. Ensure that important messages are communicated with colleagues and stakeholders respectfully, taking into consideration the diversity of interests. 

        Delivering at Pace:


        Show a positive approach to keeping the whole team’s efforts focused on the top priorities. Promote a culture of following the appropriate procedures to ensure results are achieved on time whilst enabling innovation. Ensure the most appropriate resources are available for colleagues to use to do their job effectively. Regularly monitor your own and team’s work against milestones ensuring individual needs are considered when setting tasks. Act promptly to reassess workloads and priorities when there are conflicting demands to maintain performance. Allow individuals the space and authority to meet objectives, providing additional support where necessary, whilst keeping overall responsibility.


        Experience


        To be assessed by reviewing a CV provided by the candidate, which particularly sets out previous experience in the following areas:


        • Working in the litigation field

        • Drafting of submissions, letters, presentations

        • Reviewing evidence from variety of sources to draw out key issues

        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 voluntary benefits, retail vouchers and discounts on a range of goods and services.

        • For any moves across the Civil Service may have implications on your ability to carry on claiming childcare vouchers

        • 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.

        Expected - Week commencing 23rd September
        N/A

        13/09/2019, 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 - 28875.

        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.

        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

        Behaviours
        Making Effective Decisions - word limit
        Communicating and Influencing - word limit
        Delivering at Pace - word limit
        Experience

        Interview stage assessments

        There is 1 interview stage for this vacancy.
        Behaviours
        Making Effective Decisions
        Communicating and Influencing
        Delivering at Pace
        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 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.