91026 - Deputy Head of Operations – National Services (Civil)
October 04, 2024
Proud to serve. Proud to keep justice going.
Our Deputy Head of Operations will lead operational delivery and be responsible for high quality service provision (for one or more services across the region) and complex operations, which includes those delivered within our high profile and larger site(s).
About us
HM Courts & Tribunals Service (HMCTS) is responsible for the administration of criminal, civil and family Courts and Tribunals in England and Wales and non-devolved tribunals in Scotland and Northern Ireland. Our roles support our service users and colleagues within HMCTS, where people and businesses access potentially life-changing justice. We’re looking for individuals who are committed to public service and making a difference in people’s lives to deliver justice. If you are interested in developing a career with a real purpose, please apply.
National Services deliver centralised services across HMCTS operations through several Jurisdictions, providing telephone, assisted digital, case progression and court hearing support to deliver a consistent national service which enables cases to move through to conclusion smoothly. National Services oversee over two million cases each year across 23 different services.
The application of technology and centralisation of services means that we have streamlined processes and reduced administrative burdens, allowing courts and tribunals colleagues to concentrate on what is needed locally. National Services maintain a sharp, end-user focus, always putting the public first – doing everything we can to make processes as easy, effective and efficient as they can be for the people we serve.
Your role
Deputising and supporting the Head of Operations, the role holder will have considerable influence and responsibility over service provision within National Services. The role holder will provide a high level of support to the Head of Operations in the operational management of services across National Services. A key part of this role will involve creating, developing, and maintaining relationships with internal and external stakeholders and managing their varying and complex needs.
This role has significant people leadership responsibility, and will provide clear strategic direction and focus, leading by example, and visibly championing and leading change which delivers results and improved performance across the region. The role holder will create and enhance effective working relationships to support the local judiciary and ensure hearings operate effectively and efficiently, supporting the Head(s) of Operations and representing them as required. The scope of the role is significant, contributing substantially to the achievement of business objectives across their region.
The role holder will promote inclusive leadership, champion our values and behaviours, and foster a culture that values innovation and creativity, ensuring everyone feels valued, supported, challenged and capable.
Your skills and experience
The Deputy Head of Operations will have:
- Excellent leadership and relationship management skills with proven ability and experience of delivering through others, leading and managing operational teams in accordance with appropriate management practices policy and strategy.
- Assess locational performance to anticipate strategic organisational issues, drawing evidence from multiple sources and drawing out key insights to understand workload fluctuations and variances and to identify where improvements are needed.
- Analyse and interpret complex and possibly conflicting evidence and data to make sound judgment on the most appropriate solutions that take into account the views of important stakeholders.
- Use own judgement to resolve sensitive/complex problems and or complaints as they arise, engaging personally with the key stakeholders to ensure constructive outcomes and exercising appropriate discretion approaches and taking the necessary mitigating actions. The Deputy Head of Operations will be responsible for reviewing potential solutions and mitigations referred by Operations Managers and for making the final decision.
- Identify and implement workable solutions to immediate significant issues as they arise at a Court or Tribunal on the day of a hearing.
- Take steps to resolve complex issues involving organisational interdependencies, collaborate with Court &Tribunal Managers and Heads of Operations to influence and develop strategic solutions and improve overall service performance.
- Develop innovative approaches to maintaining and improving service delivery, balancing public user, professional user and judicial needs in a complex and challenging operating environment, identifying and evaluating risks to service delivery.
Role/Location:
Deputy Head of Operations for Civil.
(Whilst the role holder will be assigned to specific business area, they will need to work flexibly across National Services should the need arise).
The post holder can be based at one of the following sites: Stoke-on-Trent CTSC, Salford CTSC or Northampton Civil National Business Centre (National Services Buildings). Regular travel to different sites will be required.
Further details:
Standard full time working hours are 37 hours per week. HMCTS welcomes part-time, flexible, and job-sharing working patterns, where they meet the demands of the role and business needs and are agreed prior to appointment. All applications for part-time, flexible, and job-sharing working patterns will be considered in accordance with the MoJ’s Flexible Working policy.
For further information about the role, a conversation with the Head of Operations, Kirsty Swann is available on request.
Additional InformationWorking 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). All employees will be expected to spend a minimum of 60% of their working time in an office, subject to local estate capacity.
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.
MoJ candidates who are on a specialist grade, will be able to retain their grade on lateral transfer.
All candidates who are currently in receipt of Mark Time / Pay Protection should ensure they are familiar with the new policy on permanent and temporary promotion which can be found on the employee intranet.
Flexible working hours
The Ministry of Justice offers a flexible working system in many offices. Standard full time working hours are 37 hours per week. MoJ welcomes part-time, flexible and job-sharing working patterns, where they meet the demands of the role and business needs. All applications for part-time, flexible and job-sharing working patterns will be considered in accordance with the MoJ’s Flexible Working policy.
Benefits
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.
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.
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.
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 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
- To Shared Service Connected Ltd (0845 241 5358 (Monday to Friday 8am - 6pm) or e mail [email protected]);
- To Ministry of Justice Resourcing team ([email protected]);
- To the Civil Service Commission (details available here)
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.
For more information on applying for a role as a candidate with a disability or long-term condition, please see our Disability Confident Scheme Frequently Asked Questions webpage.
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.
Diversity & Inclusion
The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan and the Civil Service Diversity and Inclusion Strategy.
Interview dates Interviews expected to take place early-mid November 2024. Closing Date:21/10/2024, 23:55 hours.
Contact informationIf you require any assistance please call 0345 241 5359 (Monday to Friday 8am - 6pm) or e mail [email protected]
Please quote the job reference - 91026.
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 ProfilesSuccess 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 ([email protected]) in the first instance Supporting document 1 G7 Deputy Head of Operations Role - Senior Operations Manager JD.docx – 108KB Opens in a new windowConverted File G7 Deputy Head of Operations Role - Senior Operations Manager JD.docx.pdf – 78KB Opens in a new window
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
Experience CV Statement of Suitability - 1000 word limitUse of Artificial Intelligence (AI)
You must ensure that any evidence submitted as part of your application, including your CV, statement of suitability and behaviour examples, are truthful and factually accurate. Please note that plagiarism can include presenting the ideas and experiences of others, or generated by artificial intelligence, as your own.
Interview stage assessments
There is 1 interview stage for this vacancy. Behaviours Changing and Improving Leadership Communicating and Influencing Managing a Quality Service 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
