About this role
This vacancy is only available to existing Civil Servant employees and employees of accredited non-departmental public bodies (NDPBs). Please review the "Eligibility" section before you apply.
### Salary
The national salary range is £58,511 - £65,329, London salary range is £63,343 - £70,725. Your salary will be dependent on your base location
Job description
HM Courts and Tribunals Service
Job Title: Head of Operational Support
Grade: Grade 7
Directorate: HQ Operations
Location: National
Contract Type: Permanent
Working Pattern: Full time/Part time/Flexible Working
Successful applicants will be expected to be office based 3 days per week in any HMCTS Office (subject to business availability).
Introduction
HM Courts & Tribunals Service (HMCTS) is responsible for the administration of criminal, civil and family courts and tribunals in England and Wales. Our roles support our service users and colleagues, where people and businesses access potentially life-changing justice. We’re looking for individuals who are committed to public service and want to make a difference in people’s lives in delivering justice. If you’re interested in developing a career with a real purpose, please apply.
Job Description
As Head of Operational Support, you will be responsible for leading and driving forward consistent and professional practices across a wide range of operational support services.
You will act as a key conduit between Operations and the wider HMCTS HQ and MOJ. The services you provide will be wide ranging, including gatekeeping and collation of commissions; holding data on operational issues as well as establishing and maintaining relevant corporate memory; overseeing the delivery of non-jurisdictional processes across Operations (such as the coordination of high profile visits, and processing filming and venue hire requests); dealing with escalated queries from the media; and providing secretariat services.
You will author briefings and submissions on operational issues and support operational Directors in the drafting and delivery of their communications.
You will be responsible for creating and embedding processes that enable non jurisdictional support services to be delivered effectively, ensuring these align with wider Ministry of Justice (MOJ) and HMCTS priorities and comply with governance frameworks. You will improve or develop new services, lead on the resolution of issues and risks associated with those services, and safeguard HMCTS’ reputation by delivering to agreed standards.
You will build and maintain strong relationships across a wide range of colleagues and stakeholders. This will include operational Directors and Delivery Directors, other HMCTS HQ Directorates including the Chief Executive’s Office, MOJ Private Offices and Judicial Office.
You will also provide strategic people leadership within your business area, setting clear expectations and holding teams to account for delivery against agreed objectives. Championing wellbeing, you will foster an inclusive management culture, making informed decisions that align with HMCTS and Civil Service priorities and driving capability development and performance.
Please refer to the attached role profile for a comprehensive overview of the role .
Main Activities/Responsibilities
As Head of Operational Support, your key responsibilities will include, but are not limited to:
- Leading a small team responsible for delivering a wide range of support services to the Operations Directorate.
- Providing assurance to HMCTS SMT and operational Directors that support services delivered by the National Support Unit are embedded and understood at all levels in HMCTS; align with HMCTS and MOJ wider priorities; and comply with governance frameworks.
- Identifying the need for new or improved processes between Regional Support Units and HMCTS HQ teams, leading work with them to review, refine and develop services.
- Resolving complex, novel or sensitive issues as they arise to limit any negative impacts.
- Producing high‑quality briefs and submissions on behalf of the Deputy Director/Director which require minimal amendment due to time pressures, and driving forward any changes required such as remedial action plans or development of new processes.
- Ensuring adherence to financial controls by monitoring staffing and expenditure data and overseeing the processing of business cases for expenditure requiring Director‑level sign‑off.
- Creating and maintaining a strategy for preserving “corporate memory,” particularly an understanding of operational non‑performance‑related data.
- Overseeing an escalation process for dealing with media queries and complaints that cannot be resolved locally, taking forward issues of national significance to the HMCTS Communications team, and representing operations at national forums with and about the media.
- Leading improvement projects, with responsibility for delivering objectives in accordance with project plans.
- Acting as Grant Manager for the Mock Trials (Magistrates’ Courts) programme, ensuring compliance with Cabinet Office functional standards, and tracking and monitoring delivery of the programme against objectives and in line with relevant standards.
Essential skills
- Strong leadership and people‑management skills, building capability and confidence across dispersed teams.
- Experience working with and influencing senior leaders and key stakeholders.
- Proven ability to deliver improvement activities and operational projects.
- Sound knowledge of HMCTS/MOJ governance, assurance frameworks and Spending Controls.
- Understanding of HMCTS business‑planning and performance‑monitoring processes.
- Knowledge of Open Justice principles, Staff Media Guidance and Grant Management Functional Standards.
- Excellent written and verbal communication skills, including drafting briefs and presenting to committees/boards.
- Strong analytical and problem‑solving capability, able to interpret operational issues and develop effective solutions.
- Confident decision‑maker able to manage high‑profile, complex issues that may impact organisational reputation.
- Proficient in Microsoft IT applications and experienced in managing resources, including grants and team priorities.
Application process:
Stage 1 - Sift:
To apply for this position, you must submit the following as part of your application:
- A Statement of Suitability which should give us real life examples of how your skills and experience match those needed for this role . We recommend following the STAR (https://nationalcareers.service.gov.uk/careers-advice/interview-advice/the-star-method) format.
- A Behaviour example illustrating the Civil Service Behaviour listed under the Application form stage assessments section
Please access the following link for guidance on how to apply - Application Guidance
Stage 2 - Interviews:
Successful candidates who pass the sift will be invited to interview via Microsoft Teams (details to be shared along with your invite). At interview stage, you will be assessed against – Behaviours and Strengths. Details can be found under the interview stage assessment section on the advert.
For further guidance on the interview process please click here
Important information
Salary details
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 new pay band, or receive an increase of 10 percent on the current base salary, whichever is higher (This is restricted to the pay maximum of the new band).
Travel requirements
You will be required to undertake occasional travel to other HMCTS sites for conferences and senior leadership team meetings, in line with business needs.
Working pattern
All working patterns will be considered; however, due to business needs, the minimum working hours for this role are 30 hours per week (approximately 0.81 FTE).
Proud to Serve. Proud to keep justice going.
Additional Information
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). 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: All successful candidates will be appointed to the nearest viable office nearest to their home postcode and on its respective pay scale. This will be at either a HQ building (subject to desk allocation, a Justice Collaboration Centre (JCC) or a Justice Satellite Office (JSO) – See Map . All employees will be expected to spend a minimum of 60% of their working time in an office, subject to local estate capacity).
For current MoJ employees, your base location will need to be changed to the nearest viable office (to your home postcode), either at a HQ building, JCC or JSO within the National Office Network and moved its location’s respective pay scale (any legacy arrangements/locations will need to be amended).
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.
Eligibility
Staff on fixed term appointments must have been recruited through fair and open competition.
Vacancies advertised “cross-government” are only open to all Civil Service employees and employees of accredited non-departmental public bodies (NDPBs) who were appointed on merit following a fair and open competition; or were appointed to a permanent post through an exception in the Civil Service Commissioners' rules.
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 www. www.GOV.UK (https://www.gov.uk/help-with-childcare-costs/tax-free-childcare) or Childcare Choices (https://www.childcarechoices.gov.uk/) . 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 Transformative Business Services (0345 241 5359 (Monday to Friday 8am - 6pm) or e mail [email protected] (mailto:[email protected]) );
- To Ministry of Justice Resourcing team ( [email protected] (mailto:[email protected]) );
- To the Civil Service Commission (details available here (https://civilservicecommission.independent.gov.uk/recruitment/recruitment-complaints/) )
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 TBS Recruitment Enquiries Team.
For more information on applying for a role as a candidate with a disability or long-term condition, please watch our animated videos .
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 .
Redeployment Interview Scheme
Civil Service departments are expected to explore redeployment opportunities before making an individual redundant. The MoJ is committed, as part of the Redeployment Interview Scheme, to providing opportunities to those who are 'at risk of redundancy'.
MoJ is able to offer an interview to eligible candidates who meet the minimum selection criteria, except in a limited number of campaigns. Candidates will not be eligible for the Redeployment Interview Scheme if they are applying on promotion.
Civil Service Nationality Rules
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 (https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.gov.uk%2Fsettled-status-eu-citizens-families&data=05%7C01%7Cchristopher.jeffery%40soprasteria.com%7C8a2293860362402c15da08dbf4cff146%7C8b87af7d86474dc78df45f69a2011bb5%7C0%7C0%7C638372946312587803%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C3000%7C%7C%7C&sdata=s%2BxUsev%2BGeeK%2FLgTUjpjfTJu%2FjpKQZ%2BQPJXNduvik3Q%3D&reserved=0)
- 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
Reserve list
A reserve list may be held for up to 12 months from which further appointments may be made for the same or similar roles.
Contact Information
MoJ:
If you require any assistance please call 0345 241 5359 (Monday to Friday 8am - 6pm) or e mail [email protected]
Please quote the job reference: 23301
HMPPS
If you require any assistance please call 0345 241 5358 (Monday to Friday 8am - 6pm) or e mail [email protected]
Please quote the job reference: 23301
### Guidance for the Statement of Suitability
Your Statement of Suitability should be no more than 500 words and should give us real life examples of how your skills and experience match those needed for this role. Consider addressing particular points within the person specification requirements and key responsibilities. We recommend following the STAR format.
You must ensure that any evidence submitted as part of your application is 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.
Strengths will be assessed but these are not shared in advance. To learn more about Strengths and how they are assessed please click here (https://www.gov.uk/government/publications/success-profiles/success-profiles-strengths).
Use of Artificial Intelligence (Al)
Artificial Intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance for more information on appropriate and inappropriate use.