About the role
We are a small, independent arm’s length body that supports the Judicial Appointments and Conduct Ombudsman to fulfil statutory duties and to support public confidence in the justice system.
Head of Office – Grade 7
Lead a team of nine staff to provide senior leadership and strategic direction, strengthen organisational resilience and ensure timely delivery of JACO’s statutory duties.
Responsibilities
- Lead the development and delivery of JACO’s strategy, business plan and priorities, supported by effective governance, risk management and delivery planning.
- Provide high‑quality advice to the Ombudsman on remit, complex or sensitive investigations, service complaints, litigation, stakeholder issues and matters affecting public confidence.
- Set and maintain standards for quality, consistency, fairness and timeliness in investigations, draft reports and recommendations.
- Provide visible and inclusive leadership to the JACO Office, creating a professional, supportive and high‑performing working culture.
- Line‑manage the two SEO leads, setting clear expectations and supporting effective delivery through others.
- Strengthen organisational resilience by improving ways of working, planning, prioritisation and use of resources.
- Use feedback, complaints, management information and case learning to improve quality, timeliness, accessibility and the experience of people who use JACO’s service.
- Identify and lead proportionate improvements, including through better use of information, assurance, innovation and technology.
- Build constructive relationships while protecting the Ombudsman’s independence, including with MoJ sponsors, the Lord Chancellor and Lady Chief Justice’s Private Offices, the Public Bodies Centre of Expertise and bodies within the Ombudsman’s remit.
- Support clear, accurate and accessible communications about JACO’s role and work, including promoting transparency through the annual report.
- Oversee JACO’s approach to data protection, Freedom of Information, Subject Access Requests and related information rights or litigation issues.
Experience and qualifications
- Experience of working in or closely with a statutory, regulatory, ombudsman or complaint‑handling environment, including handling or overseeing sensitive complaints, litigation, information rights or related casework issues in a way that aligns with requirements and protects independence, fairness and public confidence.
- Excellent judgement and the ability to provide clear strategic advice on complex, sensitive or high‑risk matters, including issues with legal, operational, reputational or stakeholder implications.
- Experience of leading operational and/or corporate functions with the ability to set direction, prioritise effectively, manage risks and ensure delivery in a coherent, resilient and sustainable way.
- Effective leadership and people management skills, including experience of leading through others, setting clear expectations, developing capability and supporting teams through change while maintaining an inclusive, respectful and high‑performing culture.
- Excellent written and verbal communication skills, with experience of drafting, reviewing or quality‑assuring advice, reports and recommendations.
- A track record of improving organisational performance, including the use of management information, learning, feedback, assurance processes and innovation to improve quality, timeliness, consistency and resilience.
- Experience in stakeholder management with the credibility and confidence to build constructive relationships whilst maintaining appropriate independence.
- Desirable: Knowledge of the judiciary and courts.
Additional information
Location: London (102 Petty France) or other MoJ premises within the UK. Salary ranges from £58,511 to £70,725 depending on location. The role is full‑time and can be flexible.
Equality and diversity
The Civil Service is committed to attract, retain and invest in talent wherever it is found and to ensure that all candidates are considered fairly and equally.
