Operations director (ftc)

About us We are a HMCTS Managed and Approved Service Provider of intermediary services in courts across England and Wales. We provide fairer access to justice for adults and children with communication difficulties. We work across court and tribunal services, providing communication support, primarily for defendants in criminal courts and respondents in family courts. We passionately believe everyone has a right to access this support. We have expertise developed from working with more than 10,000 adults and children, and our intermediaries are highly trained and specialised in the industry. About the Role This is a unique opportunity for an experienced operational leader to step into a high-impact 14 month maternity cover role at a pivotal point of growth. As Operations Director, you will lead service delivery across Communicourt and NRC Medical Experts, bringing structure, consistency and strategic focus to complex, people-centred services that support vulnerable individuals across the justice, health and medico-legal sectors. You will work closely with senior leaders to strengthen operational performance, develop teams, improve systems and support the integration of future acquisitions. If you are a resilient, values-driven leader who can balance strategic thinking with hands-on delivery, this role offers the chance to make a meaningful difference across a growing group of specialist organisations. Job Opportunity About Clinical and Assessment Division We are a fast-growing division sitting within the RCI Group. Our division is currently made up of two organisations. Communicourt Ltd. providing intermediary (communication specialist) services across the UK criminal and family courts. Our practitioners support some of the most vulnerable individuals within the justice system, and our services rely on high-quality operational delivery and excellent administrative support. NRC Medical Experts is a trusted provider of medico-legal services, specialising in neurorehabilitation and catastrophic injury. We work with a national panel of consultants and clinicians to deliver expert witness reports, provide support for rehabilitation planning, and ensure joined-up care and better outcomes for patients. As we continue to grow, including expanding across multiple businesses and future acquisitions, we are seeking an experienced and strategic Operations Director to lead operational excellence across the group. Role Details: Job Title: Operations Director (Fixed Term Maternity Cover, 14 months) Responsible to: Managing Director Work Base: Unit 110, Fort Dunlop, Fort Parkway, Birmingham, B24 9FD. Travel across group businesses will be required Hours: Full time - 37.5 hours per week. Core business hours 9am -5pm. Flexibility may be required to attend meetings or events Salary: Competitive (dependent on experience) Job Purpose The Operations Director is responsible for the strategic oversight and operational delivery of services across Communicourt Ltd and NRC, ensuring consistency, efficiency, scalability, and high-quality outcomes. The role will lead operational performance across existing services while supporting integration, development, and scaling of future acquisitions, ensuring alignment with organisational values, contractual requirements, and growth strategy. Main Duties and Responsibilities Strategic Leadership • Provide strategic oversight of operations across multiple business units, ensuring alignment with organisational goals • Support the Managing Director and Senior Leadership Team in group-wide planning, growth, and business development • Lead the operational integration of newly acquired businesses, ensuring smooth transition and continuity of service • Identify opportunities to improve efficiency, scalability, and performance across the group Operational Delivery • Oversee the effective delivery of services across all business areas, ensuring compliance with service contracts and frameworks • Ensure appropriate allocation of resources, workforce planning, and service coverage • Establish and monitor performance metrics (KPIs) across all operational areas • Respond to operational challenges, ensuring minimal disruption to service delivery People Leadership • Provide leadership and oversight of service delivery managers and administrative teams across multiple sites/businesses • Ensure effective line management structures, performance management, and workforce development • Promote a high-performance culture with a strong focus on coaching, accountability, and continuous improvement • Support recruitment and retention strategies across operational and practitioner teams Systems, Processes and Infrastructure • Oversee IT systems, communications platforms, and operational infrastructure across the division • Ensure consistency and standardisation of processes while allowing flexibility for business-specific needs • Drive system improvements and implementation of new technologies to support growth • Ensure robust operational reporting for senior leadership and board-level review Quality Assurance and Compliance • Support the implementation of group-wide quality assurance frameworks • Monitor compliance with policies, procedures, and regulatory requirements • Embed continuous improvement practices across all operational functions • Ensure services meet the needs of vulnerable individuals and uphold high professional standards • Accountable for cyber security across the division Stakeholder Engagement and External Relations • Build and maintain strong relationships with internal and external stakeholders • Represent the organisation externally, including networking, presentations, and partnership development • Support marketing and profile-raising activities across the businesses Operational Projects and Growth • Lead and deliver cross-business operational projects • Support due diligence, onboarding, and integration of new acquisitions • Contribute to innovation and service development across the group Other Responsibilities • Senior Information Risk Owner – Ensuring compliance with Data Regulations, managing Information Governance Leads within the businesses • Maintain high professional standards aligned with organisational values • Contribute to group-wide initiatives and ad hoc projects • Undertake additional duties as required • Data analysis to support effective decision making in the business Company Benefits We offer access to a wide range of healthcare services for colleagues as part of our employee benefits. All colleagues have access to Westfrields, which offers a range of benefits including: 24/7 GP helpline Counselling We understand that from time to time you might need a little extra support and somewhere to turn to. Westfields has a confidential telephone counselling service offers professional support for depression, stress, anxiety, relationship problems and bereavement, as well as valuable tax, debt and legal support 24 hours a day. And what’s more, if required, we will also cover the cost of up to six face to face counselling sessions, to help get you back on track. Other benefits of the Westfields package include: Up to £60 on sight tests, glasses, and contact lenses Up to £60 for dental work including check ups and routine treatment (private or NHS) Up to £50 for chiropody Up to £160 for professional therapy, including physiotherapy and acupuncture Up to £200 on specialist consultations and tests, including MRI scans and X-rays Up to £80 for health screening Retail discounts Volunteer Days We offer two paid days a year for colleagues to do voluntary work. Extra annual leave and long service awards After two years service, all colleagues are given two extra days of annual leave (pro rata for part time staff). We offer additional days and gift vouchers after 5, 10 and 15 years service. Essential Skills Who Are We Looking For? • Significant senior operational management experience across complex or multi-site organisations • Proven experience managing people and leading large or distributed teams • Experience overseeing multiple services or business units • Experience in scaling operations and/or integrating acquisitions (desirable) • Strong track record of delivering against KPIs and driving performance improvement • Experience working with vulnerable service users or within justice, health, or social care settings (desirable) Key Skills and Competencies Strategic Thinking Ability to balance strategic oversight with operational delivery. Skilled in planning for growth, scalability, and organisational change. Leadership and Coaching Strong leadership presence with the ability to inspire and develop teams. Proven ability to coach and support senior managers. Operational Excellence Exceptional organisational and problem-solving skills. Ability to manage competing priorities across multiple business areas. Communication Excellent written and verbal communication skills. Ability to present confidently to senior stakeholders and external partners. IT and Systems Strong understanding of operational systems and data-driven decision making. Experience managing or implementing business systems. Values and Motivation Passion for supporting vulnerable people within the justice system. Commitment to fairness, inclusion, and high-quality service delivery. Personal Attributes Resilient: Able to work under pressure in complex, emotionally demanding environments with developing teams requiring guidance Flexible: Able to adapt to changing business needs across multiple services Solution-focused: Pragmatic and proactive in overcoming challenges Empathetic: Understands the needs of vulnerable individuals and our workforce Collaborative: Builds strong relationships across teams and organisations Values-driven: Consistently demonstrates organisational values DEI Statement Communicourt is an equal opportunity employer dedicated to building an inclusive and diverse workforce. We welcome applications irrespective of people's age, disability, sex, gender identity and gender expression, race or ethnicity, religion or belief or sexual orientation.