Head of Operational SupportMinistry of Justice

23301

Descriptions & requirements

Job description

HM Courts and Tribunals Service

Job Title: Head of Operational Support

Grade: Grade 7

Directorate: HQ Operations

Location: National

Contract Type: Permanent

Working Pattern: Full time/Part time/Flexible Working

Successful applicants will be expected to be office based 3 days per week in any HMCTS Office (subject to business availability).

Introduction

HM Courts & Tribunals Service (HMCTS) is responsible for the administration of criminal, civil and family courts and tribunals in England and Wales. Our roles support our service users and colleagues, where people and businesses access potentially life-changing justice.  We’re looking for individuals who are committed to public service and want to make a difference in people’s lives in delivering justice. If you’re interested in developing a career with a real purpose, please apply.

Job Description

As Head of Operational Support, you will be responsible for leading and driving forward consistent and professional practices across a wide range of operational support services.

You will act as a key conduit between Operations and the wider HMCTS HQ and MOJ. The services you provide will be wide ranging, including gatekeeping and collation of commissions; holding data on operational issues as well as establishing and maintaining relevant corporate memory; overseeing the delivery of non-jurisdictional processes across Operations (such as the coordination of high profile visits, and processing filming and venue hire requests); dealing with escalated queries from the media; and providing secretariat services.

You will author briefings and submissions on operational issues and support operational Directors in the drafting and delivery of their communications.

You will be responsible for creating and embedding processes that enable non jurisdictional support services to be delivered effectively, ensuring these align with wider Ministry of Justice (MOJ) and HMCTS priorities and comply with governance frameworks. You will improve or develop new services, lead on the resolution of issues and risks associated with those services, and safeguard HMCTS’ reputation by delivering to agreed standards.

You will build and maintain strong relationships across a wide range of colleagues and stakeholders. This will include operational Directors and Delivery Directors, other HMCTS HQ Directorates including the Chief Executive’s Office, MOJ Private Offices and Judicial Office.

You will also provide strategic people leadership within your business area, setting clear expectations and holding teams to account for delivery against agreed objectives. Championing wellbeing, you will foster an inclusive management culture, making informed decisions that align with HMCTS and Civil Service priorities and driving capability development and performance.

Please refer to the attached role profile for a comprehensive overview of the role.

Main Activities/Responsibilities

As Head of Operational Support, your key responsibilities will include, but are not limited to:

Leading a small team responsible for delivering a wide range of support services to the Operations Directorate.

Providing assurance to HMCTS SMT and operational Directors that support services delivered by the National Support Unit are embedded and understood at all levels in HMCTS; align with HMCTS and MOJ wider priorities; and comply with governance frameworks.

Identifying the need for new or improved processes between Regional Support Units and HMCTS HQ teams, leading work with them to review, refine and develop services.

Resolving complex, novel or sensitive issues as they arise to limit any negative impacts.

Producing high‑quality briefs and submissions on behalf of the Deputy Director/Director which require minimal amendment due to time pressures, and driving forward any changes required such as remedial action plans or development of new processes.

Ensuring adherence to financial controls by monitoring staffing and expenditure data and overseeing the processing of business cases for expenditure requiring Director‑level sign‑off.

Creating and maintaining a strategy for preserving “corporate memory,” particularly an understanding of operational non‑performance‑related data.

Overseeing an escalation process for dealing with media queries and complaints that cannot be resolved locally, taking forward issues of national significance to the HMCTS Communications team, and representing operations at national forums with and about the media.

Leading improvement projects, with responsibility for delivering objectives in accordance with project plans.

Acting as Grant Manager for the Mock Trials (Magistrates’ Courts) programme, ensuring compliance with Cabinet Office functional standards, and tracking and monitoring delivery of the programme against objectives and in line with relevant standards.

Essential skills

Strong leadership and people‑management skills, building 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/boards.

Strong analytical and problem‑solving capability, able to interpret operational issues and develop effective solutions.

Confident decision‑maker able to manage high‑profile, complex issues that may impact organisational reputation.

Proficient in Microsoft IT applications and experienced in managing resources, including grants and team priorities.

Application process:

Stage 1 - Sift:

To apply for this position, you must submit the following as part of your application:

A Statement of Suitability which should give us real life examples of how your skills and experience match those needed for this role. We recommend following the STAR format.

A Behaviour example illustrating the Civil Service Behaviour listed under the Application form stage assessments section

Please access the following link for guidance on how to apply - Application Guidance

Stage 2 - Interviews:

Successful candidates who pass the sift will be invited to interview via Microsoft Teams (details to be shared along with your invite). At interview stage, you will be assessed against – Behaviours and Strengths. Details can be found under the interview stage assessment section on the advert.

For further guidance on the interview process please click here

Important information

Salary details

New recruits to the Civil Service joining MoJ are expected to join at the band minimum.

Existing Civil Servants applying on promotion, will usually be appointed on the salary minimum of the new pay band, or receive an increase of 10 percent on the current base salary, whichever is higher (This is restricted to the pay maximum of the new band).

Travel requirements

You will be required to undertake occasional travel to other HMCTS sites for conferences and senior leadership team meetings, in line with business needs.

Working pattern

All working patterns will be considered; however, due to business needs, the minimum working hours for this role are 30 hours per week (approximately 0.81 FTE).

Proud to Serve. Proud to keep justice going.