23301 - Head of Operational Support

Ministry of Justice UK•National City, CA

3d•£58,511 - £70,725•Hybrid

About The Position

HM Courts and Tribunals Service (HMCTS) is responsible for administering criminal, civil and family courts and tribunals in England and Wales. The Head of Operational Support leads and advances consistent, professional practices across a broad range of operational support services, acting as a key link between Operations, HMCTS headquarters and the Ministry of Justice (MOJ). The role oversees services including the collation and gatekeeping of commissions, operational issue data and corporate memory, non-jurisdictional processes, escalated media queries and secretariat support. It also involves authoring operational briefings and submissions and supporting operational Directors with communications. The postholder creates and embeds effective support processes aligned with HMCTS and MOJ priorities and governance frameworks, develops or improves services, resolves associated issues and risks, and safeguards HMCTS’s reputation by maintaining agreed standards. They build relationships with operational and Delivery Directors, HMCTS HQ directorates, the Chief Executive’s Office, MOJ Private Offices and the Judicial Office. The role provides strategic people leadership for a small team, setting expectations and ensuring delivery against objectives. The postholder promotes wellbeing and an inclusive management culture, supports capability and performance, and makes decisions aligned with HMCTS and Civil Service priorities. They also monitor staffing and expenditure, oversee relevant business cases, lead improvement projects and manage the Mock Trials (Magistrates’ Courts) grant programme. The role is permanent and nationally based. Successful applicants are expected to work from an HMCTS office three days per week, with occasional travel to other sites. A minimum of 30 working hours per week is required; all working patterns will be considered.

Requirements

Strong leadership and people-management skills, including the ability to build capability and confidence across dispersed teams.
Experience working with and influencing senior leaders and key stakeholders.
Proven ability to deliver improvement activities and operational projects.
Sound knowledge of HMCTS/MOJ governance, assurance frameworks and Spending Controls.
Understanding of HMCTS business-planning and performance-monitoring processes.
Knowledge of Open Justice principles, Staff Media Guidance and Grant Management Functional Standards.
Excellent written and verbal communication skills, including drafting briefs and presenting to committees or boards.
Strong analytical and problem-solving capability, including interpreting operational issues and developing effective solutions.
Confident decision-making and ability to manage high-profile, complex issues that may affect organisational reputation.
Proficiency in Microsoft IT applications and experience managing resources, including grants and team priorities.

Responsibilities

Lead a small team delivering a wide range of support services to the Operations Directorate.
Provide assurance to HMCTS senior management and operational Directors that National Support Unit services are embedded, understood, aligned with HMCTS and MOJ priorities, and compliant with governance frameworks.
Identify needs for new or improved processes between Regional Support Units and HMCTS HQ, and lead reviews and service development.
Resolve complex, novel or sensitive issues to limit negative impacts.
Produce high-quality briefs and submissions for the Deputy Director or Director, and drive required changes, including remedial action plans or new processes.
Monitor staffing and expenditure data, ensure adherence to financial controls, and oversee business cases requiring Director-level sign-off.
Create and maintain a strategy for preserving corporate memory, particularly operational non-performance-related data.
Oversee escalation of media queries and complaints that cannot be resolved locally; refer nationally significant issues to HMCTS Communications and represent Operations at national media forums.
Lead improvement projects and deliver objectives in accordance with project plans.
Act as Grant Manager for the Mock Trials (Magistrates’ Courts) programme, ensuring compliance with Cabinet Office functional standards and monitoring delivery against objectives.
Oversee gatekeeping and collation of commissions, operational issue data, corporate memory, non-jurisdictional processes, high-profile visits, filming and venue-hire requests, escalated media queries and secretariat services.
Build and maintain relationships with operational Directors, Delivery Directors, HMCTS HQ directorates, the Chief Executive’s Office, MOJ Private Offices and the Judicial Office.
Set clear team expectations and hold teams accountable for agreed objectives; champion wellbeing, inclusion, capability development and performance.
Support operational Directors in drafting and delivering communications.

Benefits

Annual leave of 25 days on appointment, increasing to 30 days after five years’ service.
Option for qualifying staff to buy or sell up to three days of leave each year.
Paid time off for public holidays and one privilege day.
Choice of Civil Service pension schemes.
Extensive training and development opportunities.
Opportunity to join employee-run support networks.
Family-friendly policies, including opportunities to work reduced hours or job share.
Access to flexible benefits, including voluntary benefits, retail vouchers and discounts.
Paid paternity, adoption and maternity leave.
Free annual sight tests for employees who use computer screens.