Overview
Proud to serve. Proud to keep justice going. If you’re customer focussed, intent on delivering excellent service, enthusiastic about leading and motivating a team, then this role gives you the opportunity to play a pivotal role within HM Courts & Tribunals Service (HMCTS).
About HMCTS
HMCTS is an agency of the Ministry of Justice responsible for the administration of criminal, civil and family Courts and Tribunals in England and Wales. Spread nationally over several sites, our Courts and Tribunal Service Centres (CTSCs) deliver services through several jurisdictions known as ‘service lines’ including Social Service & Child Support, Family Public Law, Probate, Crime, Immigration & Asylum, Divorce, Online Civil Money Claims, the Single Justice Service (non‑imprisonable offences e.g., no TV license / car tax), and supporting audio video hearings.
Your role
You will be responsible for the smooth running of the CTSC, supporting your Operations Managers to meet operational needs, deliver performance objectives and provide a consistent and customer‑focused service.
You’ll maintain positive and effective working relationships with the judiciary, supporting agencies, and user groups, and strive for continuous improvement to improve operational efficiency. You’ll need to be familiar with work environments that are process and compliance driven and be able to constructively manage complaints and complete corrective actions within set timescales. You’ll understand the importance of Health and Safety, IT/Workstation compliance and identifying and escalating any Court facilities issues.
Your skills and experience
Are you a hands‑on problem solver with the ability to engage with people at all levels and deliver excellent service through effectively leading a team? Are you able to reflect on an issue and take a collaborative and diplomatic approach to your work? If you do, this varied and challenging role is for you.
As a confident communicator, you will use your skills and abilities to effectively work and engage with all court users, lead your team and set local priorities and objectives aligned to national/regional strategies and plans. Driven by your enthusiasm to provide excellent customer service through your team, you’ll know that employee engagement, morale and motivation is key to delivering a highly effective performance. You’ll be able to give direction and close support to Team Leaders to develop their team plans to form part of the overall business plan for the region. You’ll make sure that targets are met and the team is resourced and trained effectively to meet your allocated budget, identifying and implementing solutions to local problems.
Further details
New recruits to the Civil Service joining MoJ are expected to join at the band minimum.
Ways of working
Standard full‑time working hours are 37 hours per week. There is an expectation that you can be flexible with your working hours to accommodate the needs of the business. 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. Please note that the role requires a minimum of 30 hours per week, however, full‑time hours would be preferable due to the nature of the role. Non‑contractual hybrid working is currently available. Hybrid working arrangements will be determined by the business and will only be available when it has been established that delivering the service from home can be done effectively. We cannot facilitate requests for a particular work‑from‑home/working in the office schedule.
Occasional travel to other courts
For this post, occasional travel to other National Services sites may be required.
Skilled Worker Visa
This role is not eligible for new Skilled Worker visas in accordance with the current immigration rules. From 22 July 2025, the Government introduced changes to the Skilled Worker visa route. The department cannot consider sponsoring you for this role unless you have held a Skilled Worker visa prior to the 22 July 2025 changes. If you have held a Skilled Worker visa continuously, please raise this during your vetting checks and eligibility will be assessed in accordance with the immigration rules and transitional provisions in place. If you are applying for this role and you have not held a Skilled Worker visa prior to the 22 July 2025 changes, you will need to consider your options for obtaining and/or maintaining your right to work in the UK in light of these changes. Successful applicants must ensure they have and maintain the legal right to live and work in the Civil Service and in the United Kingdom. The Department will continue to comply with UK Immigration Rules applied in the UK and Civil Service. You can read more about Skilled Worker visas and the eligibility criteria here.
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