Overview
Business Improvement Support Officer - EO. The post is supported by the MOJ flexible working policy and includes colleagues who work flexibly, remotely (hybrid), part time or job share. For part-time roles, cover is required for a minimum of 29.36 hours and 4 days per week. If you are aged 16-18 and are a successful candidate, you will be required to complete an apprenticeship after initial on-the-job training. Reporting to: Senior Business Improvement Manager, The Legal Aid Agency. The LAA is an executive agency of the Ministry of Justice (MoJ) responsible for operationally administering the legal aid fund in England and Wales. We employ around 1,200 colleagues and promote a positive work‑life balance.
Context
Case Management is central to the Agency, handling legal aid applications, processing case payments and enquiries in Civil and Criminal Legal aid matters. The Case Management Improvement Team (CMIT) delivers change and improvement across Case Management and the wider LAA, with staff located in multiple locations. The post holder will support CMIT and business improvement managers in delivering change and improvement initiatives with a focus on:
Responsibilities
* Support specific improvement work, contributing to the department becoming more efficient and effective across operational work streams, including supporting the agency-wide AI strategy.
* Ensure plans, activity and change benefits are tracked and understood.
* Help reduce end-to-end processing times for clients and providers and improve customer service.
* Support CMIT and LAA interactions with providers and stakeholders; assist in creating plans for change initiatives, resourcing and capacity updates, and monitor progress of actions.
* Oversee progress of existing plans, prompt actions and report progress to senior leaders.
* Prepare and deliver reports to senior leaders, committees, boards and other stakeholder forums.
* Maintain relevant documents and tracking tools for change activity; monitor benefit realisation and produce appropriate reports.
* Plan and coordinate team meetings, including logistics, minute taking, tracking and chasing actions.
* Assist with and maintain risk and issue logs; escalate as appropriate.
* Undertake data gathering and analysis to support team initiatives and project work, producing reports as required.
* Carry out discrete delivery work, including drafting communications and liaising with stakeholders; review progress and identify barriers to progress or challenging objectives.
* Identify resources and requirements to ensure success; set clear goals and assess workloads considering individual needs.
* Follow relevant policies, procedures and legislation; ensure colleagues have tools and resources to do their jobs; maintain a positive and focused attitude toward outcomes.
* Monitor performance against objectives, suggesting improvements or taking corrective action as needed; support colleagues where tasks are challenging.
Behaviour and Working Style
* Changing and Improving: regularly review own and team work; suggest improvements; provide constructive feedback; embrace change and help others understand the changes.
* Working Together: develop external contacts, listen actively, support an inclusive environment, discourage bullying or discrimination, and consider wellbeing.
* Communicating and Influencing: communicate clearly, consider the best channel for the audience, use digital resources wisely, and engage with others respectfully.
Interview and Selection
During interview: you will be assessed on strengths relevant to the role and the following behaviours: Delivering at Pace, Changing and Improving, Working Together, Communicating and Influencing.
Diversity, Inclusion and Further Information
The Civil Service is committed to diversity and inclusion. The MoJ is a Disability Confident employer, offering a guaranteed interview to candidates with a disability who meet essential criteria. Reasonable adjustments are available; see the application instructions for details. Shortlisting is planned for week commencing 23 February 2026; interviews are planned from 13 March 2026. Applicants are advised not to use AI to fabricate personal experiences. For more information on benefits and terms, see the content in the original description (e.g., leave, pensions, flexible working, networks, and complaint procedures) and the Civil Service Diversity and Inclusion Strategy.
Hybrid Working: MoJ offers hybrid working where business needs allow. All employees spend a minimum of 60% of time in an office, subject to local estate capacity. National roles are appointed to the nearest viable office; for MoJ current employees, base location may change accordingly.
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