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.
General Information
Salary
£42,914 - £46,182
Working Pattern
Full Time, Part Time, Part Time/Job Share, Flexible Working
Vacancy Approach
Cross Government
Location
Bristol, Cardiff, Jarrow, Leeds, Liverpool, Manchester
Region
North East, North West, South West, Wales, Yorkshire and the Humber
Closing Date
21-Nov-2025
Post Type
Permanent
Civil Service Grade
SEO
Number of jobs available
1
Reserve List
12 Months
Job ID
11644
Descriptions & requirements
Job description
Job Title & Grade: Operations Manager – SEO
Contract Type: Permanent
Salary range (depending on location): National - £42,914 - £46,182 Please note that unless you are currently employed by the Civil Service and are earning more than the minimum above, if successful you will be offered the minimum for the grade depending on your location.
Location: South Tyneside, Leeds, Manchester, Liverpool, Bristol, Cardiff Whilst the location of the vacancy is flexible, occasional presence is required at the following sites due to the location of the Civil Applications Teams: London, Bristol, Cardiff, Leeds, Manchester, Liverpool, and South Tyneside.
Directorate: Case Management
Team: Civil Applications
Working Pattern: The post is supported by the MOJ flexible working policy and includes colleagues who work flexibly, remotely (as part of hybrid working), part time or as part of a job share etc. If you are applying for a part time role, please note that in order to meet business demands we need cover for a minimum of 28 hours and to cover 4 days of the week
Reporting to: Head of Civil Applications and Estates
Closing date for applications: 21st November 2025
The Legal Aid Agency
We are an executive agency of the Ministry of Justice (MoJ). We are responsible for operationally administering the legal aid fund to provide criminal and civil legal aid advice to people in England and Wales.
Our people are at the heart of achieving excellence. Employing around 1,200 colleagues across England and Wales, we feel proud to have some of the best People Survey results in the Civil Service.
Our LAA commitment to Diversity and Inclusion
The Civil Service is committed to attract, retain, and invest in talent wver it is found. To learn more please see the Civil Service People Plan and the Civil Service Diversity and Inclusion Strategy.
As a Disability Confident organisation, we will offer a guaranteed interview to candidates with a disability who meet the essential criteria for this role. Under the Equality Act 2010 a disability is defined as a physical or mental impairment which has a substantial and long-term adverse effect on your ability to carry out normal day-to-day activities which has lasted, or is expected to last, at least 12 months.
If you are responding to a role within the Legal Aid Agency and would like to be considered under the guaranteed interview, please indicate this in your application and let us know of any reasonable adjustments you may require during the sift or later selection processes.
The LAA's goal is to build an organisation that is open and inclusive and truly values and celebrates the diversity of its workforce. One that reflects and understands the needs of the diverse society we serve. This is regardless of social background, gender, age, ethnicity, sexual orientation, beliefs, disabilities or long-term illness or caring responsibilities.
Reasonable Adjustments
We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long-term condition (for example dyslexia, anxiety, autism, a mobility condition or hearing loss) and need us to make any reasonable adjustments to support you through the recruitment process, please let us know by adding the information to the applications system or emailing after you have applied so that we can discuss options with you.
Case Management
The Case Management Directorate is the operational delivery function of the LAA, and our staff ensure that each year in excess of 500,000 new clients are able to access the justice they require, and that their providers are fairly remunerated for the delivery of the legal aid. With staff based across multiple sites we deliver services for those facing both criminal and civil legal problems including family, immigration, mental health ,housing and exceptional funding cases.
Civil Case Management
The Legal Aid Agency (LAA) is responsible for making sure legal aid services from solicitors, barristers and the not-for-profit sector are available to the general public. Our work to administer legal aid is essential to the fair, efficient and effective operation of the civil, family and criminal justice systems and we work ly with legal providers and the wider Ministry of Justice (MoJ) to achieve our purpose. This commitment is at the heart of our day-to-day decision making and our work to improve legal aid services. The engagement and commitment of our staff is crucial to achieving our purpose. Together we show openness, honesty and commitment, and, of course, to deliver results.
Civil Case Management is responsible for the processing of in excess of 500,000 applications for legal aid and associated items of work per annum and accounts for funding allocation of £724m per annum.
Job Summary
Reporting to the Head of Civil Applications and LAA Estates the role holder is responsible for:-
* Leading on multiple work types to achieve regional and national performance targets
* Motivating large teams to deliver against challenging and changing parameters.
* Reviewing and managing the implementation of Business Improvement Initiatives across the Civil Applications/Operational Teams.
It involves a collaborative approach to working with other senior managers in other locations to ensure key performance indicators are met and improvements identified to deliver efficiencies to our services.
This is a key frontline operational delivery role.
Key Responsibilities:
* Lead on all aspects of operational delivery which will include managing the processes and systems across multiple workflows and sub-teams to achieve stretching external and internal performance and quality measures.
* Lead on key Business Improvement initiatives and activity across the civil application/operational teams.
* Lead on all aspects of managing the day-to-day operation of the LAA Review Panel, complying with the Governance Code on Public Appointments, including liaising with the MoJ Public Appointments Team.
* Work with the Head of Operations, SEO Operations Managers and the Case Management Improvement team on change initiatives & transition planning.
* Build a culture of high performing quality-conscious teams who are fully engaged with the work and performance taking action to improve operational efficiency.
* Assess performance by analysis of statistical information, identifying and explaining issues and driving corrective action and business improvement initiatives as necessary.
* Ensure the production of accurate and timely information on staffing, performance and budget issues.
* Provider leadership and direction to means and merits teams to achieve operational & quality control targets and ongoing development and wellbeing.
* Ensure that touch point conversations are taking place regularly and consistently across teams that highlight development activity, channel strength based conversations and support leaders to embed learning from Leadership Development.
* Lead on engagement ensuring that the annual staff engagement survey and subsequent action plan is delivered.
* Accountable for deployment of staff and budget and contribute to the effective management of overall Case Management performance, ensuring targets are met.
* Work collaboratively with the Operational Managers in Civil Case Management linking in with policy and Digital teams to plan for any emerging changes.
* Ensure the effective communication of overall performance in line with KPIs and contribute to the effective management of overall Case Management performance, ensuring targets are met.
* Agree, set and implement individual and short-term priorities to meet longer term goals, measure progress against these & take action to address any variance, for example, balancing allocation of resources.
* Contribute to directorate business and financial planning for the year ensuring local & national risks are identified and minimised
* Equip managers to be involved in wider business projects, change initiatives & to develop staff, address disciplinary and grievance issues and make decisions about work priorities.
* Work with Representative Bodies e.g. PET (Provider Engagement Team), and CCCG (Civil Contracts Consultative Group) to share information with key influential Legal Aid Providers and deal with any challenges and queries attending meetings as required working with providers to improve their submissions and the way we deal with them.
* Provide the link between Case Management teams and other directorates on performance and change initiatives taking the lead on strategic planning and delivery against target.
* Promote clear understanding of LAA and directorate priorities and challenges through regular clear and honest communication.
Monitoring the team's compliance with its operational performance, quality and governance frameworks, ensuring ad
* nce to the team's standard operating procedures
Take the lead on managing and implementing legislative and operational change effectively across the team working
* ly with Subject Matter Experts.
* Promote the culture of inclusivity demonstrate the values identified in the civil service leadership statement and delivery of the targets set out in the LAA Business Plan.
Essential Knowledge, Experience and skills
Knowledge of Legal Aid systems and associated processes
Experience of leading teams in a fast paced operational environment
Ability to lead on the implementation of key change projects
Ability to work collaboratively with other managers and departments internally and externally
Effective communication and influencing skills
Excellent organisational skills and the ability to work independently and proactively
Desirable Knowledge, Experience and skills
Experience of leading teams across multiple sites and managing remotely
Knowledge and experience of using Continuous Improvement techniques
Knowledge of Civil Applications
Person Specification
Enjoys working with a wide range of people at all grades and levels of capability
Enjoys influencing people at the highest levels and negotiating successful outcomes
Enjoys working independently and as part of a team
Assessment approach
Application Process
To apply please provide a statement of suitability showing how you meet the essential criteria in no more than 1250 words. Your statement should demonstrate your ability to do all of the essential criteria listed, using examples can help strengthen your application. Please note we do not require a CV.
Interview / assessment
Process If you are successful through the application stage, you will be invited to an interview / assessment centre in person or via Microsoft Teams w you will be assessed against the following:
* Strengths relevant to the role
* The following Behaviours:
Leadership
* ensure colleagues and stakeholders have a clear understanding of objectives, activities and timeframes
* take into account different individual needs, views, and ideas, championing inclusion and equality of opportunity for all
* consider the impacts of own and team's activities on stakeholders and end users
* role-model commitment and satisfaction with role
* recognise and praise the achievements of others to drive positivity within the team
effectively manage conflict, misconduct and non-inclusive behaviour, raising with senior managers w
* appropriate
Communicating and influencing
* communicate in a straightforward, honest and engaging manner - choosing appropriate styles to maximise understanding and impact
* encourage the use of different communication methods, including digital resources and highlight the benefits, including ensuring cost effectiveness
* ensure communication has a clear purpose and takes into account people's individual needs
* share information as appropriate and check understanding
* show positivity and enthusiasm towards work, encouraging others to do the same
* ensure that important messages are communicated with colleagues and stakeholders respectfully, taking into consideration the diversity of interests
Making effective decisions
understand your own level of responsibility and empower others to make decisions w
* appropriate
* analyse and use a range of relevant, credible information from internal and external sources to support decisions
invite challenge and w
* appropriate involve others in decision making
* display confidence when making difficult decisions, even if they prove to be unpopular
* consult with others to ensure the potential impacts on end users have been considered
* present strong recommendations in a timely manner outlining the consideration of other options, costs, benefits and risks
* Your Experience of implementing, promoting, or understanding diversity and inclusion policy - Diversity is the presence of difference, this can include one or more of the protected characteristics (Gender, Age, Race, Disability etc.) or it can be about working patterns, whether we like to jump into a task or reflect on it before acting. Inclusion is how we welcome, value, and celebrate diversity, giving everyone a voice, tapping into ideas, and enabling everyone to be themselves at work and achieve their potential.
For this grade/ role we would expect the candidate to demonstrate understanding of the terms Diversity and Inclusion and be able to explain why they are important in a work environment. We would also expect examples of action they have taken to embrace diversity (e.g., increasing understanding for self or others) or improve inclusion at a team or wider group level.
You will also be asked to prepare a short presentation on a topic, this will be confirmed prior to the interview. This will be assessed against the Behaviour Seeing the big picture.
Seeing the big picture.
* understand the strategic drivers for your area of work
* align activities to contribute to wider organisational priorities
* remain alert to emerging issues and trends which might impact your work area
* seek out and share experiences to develop knowledge of the team's business area
* understand how the strategies and activities of the team create value and meet the diverse needs of all stakeholders
Shortlisting is planned for week commencing 24th November 2025
Interviews are planned for week commencing 8th December 2025
If you would like more information on this opportunity, please contact – McLaughlin, Deborah (LAA) at
Complaints procedure
If you have any complaints about this recruitment activity, please share your concerns by emailing initially. We aim to respond to any complaint within 10 working days.
Additional Information
Working Arrangements & Further Information
The MoJ offers Hybrid Working arrangements w 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, w 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.
T 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. T 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 or Childcare Choices. You can determine your eligibility at
* 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 Monday to Friday 8am - 6pm) or e mail moj-recruitment-vetting-);
* To Ministry of Justice Resourcing team (resourcing-management-);
To the Civil Service Commission (details available- )
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 wver 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)
* 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)
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 Monday to Friday 8am - 6pm) or e mail moj-recruitment-vetting-
Please quote the job reference 11644
HMPPS
If you require any assistance please call Monday to Friday 8am - 6pm) or e mail moj-recruitment-vetting-
Please quote the job reference
Job Description Attachment
* Job Description - SEO Operations (Job Description Attachment)
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Application form stage assessments
Experience
We will assess your experience for this role via the following methods
Experience Questions, Statement of Suitability
Experience Questions Application Form Question Word Limit
250
Evidence of Experience
Experience Questions, Statement of Suitability
Interview stage assessments
Interview Dates
Interviews are planned for week commencing 8th December 2025
Behaviours
Leadership
Communicating and Influencing
Seeing the Big Picture
Making Effective Decisions
Experience
Your Experience for this role will be assessed at interview. To learn more about Experience and how they are assessed .
We will assess your experience for this role via the following methods
Experience Questions
Strengths
Strengths will be assessed but these are not shared in advance. To learn more about Strengths and how they are assessed .
Level of security checks required
Baseline Personnal Security Standard (BPSS)
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. W 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.