Delivery Manager - Cwmbran (Ref: 6803)

This position is based at GWENT HOUSE - CWMBRAN CWMBRAN, NP44 1PL.

Our Delivery Managers play a critical role helping deliver justice. If you’re customer focussed, intent on delivering excellent service, enthusiastic about leading and motivating a team, then this role gives you the opportunity to play a pivotal role within HM Courts & Tribunals Service (HMCTS).

Criminal Fines Collection and Enforcement (Enforcement) is a key function within HM Courts and Tribunal Service (HMCTS) and plays a central role in delivering justice. We work alongside the criminal courts in England and Wales to ensure convicted parties comply with fines and other financial penalties imposed by the courts. This department is also responsible for compliance with Confiscation Orders imposed by the Crown Courts and the payment of Fixed Penalty tickets issued by police forces.

Your role involves overseeing six teams of Contact Centre Operators and directly line managing their Team Leaders. You’ll be instrumental in ensuring our inbound call centre delivers excellent service to members of the public enquiring about financial penalties. You’ll support and develop Team Leaders, helping them lead effectively and manage team performance and wellbeing.

Key Responsibilities Include:

• Ensuring teams are fully trained and equipped to meet service objectives
• Coaching and mentoring Team Leaders
• Monitoring performance and identifying areas for improvement
• Contributing to the delivery of the Enforcement Business Plan
• Leading change projects and implementing new initiatives and legislation

This is a great opportunity to make a real impact, drive continuous improvement, and support a high-performing team. You’ll maintain positive and effective working relationships with the judiciary, supporting agencies, and user groups, and strive for continuous improvement to advance operational efficiency. You’ll need to be familiar with work environments that are process and compliance driven and able to constructively manage complaints and complete corrective actions within set timescales. You’ll understand the importance of Health and Safety, IT/Workstation compliance and identifying and escalating any Court facilities issues.

Are you a hands-on problem solver with the ability to engage with people at all levels and deliver excellent service through effectively leading a team? Are you able to reflect on an issue and take a collaborative and diplomatic approach to your work? If you do, this varied and challenging role is for you.

A confident communicator, you will use your skills and abilities to effectively work and engage with all court users, lead your team and set local priorities and objectives aligned to national/regional strategies and plans. Driven by your enthusiasm to provide excellent customer service through your team, you’ll know that employee engagement, morale and motivation is key to delivering a highly effective performance. You’ll be able to give direction and close support to Team Leaders to develop their team plans to form part of the overall business plan for the region. You’ll make sure that targets are met and the team is resourced and trained effectively to meet your allocated budget, identifying and implementing solutions to local problems.

New recruits to the Civil Service joining MoJ are expected to join at the band minimum. These operational roles are customer facing, requiring successful applicants to be office based to provide HMCTS services to the public. Non-contractual hybrid working may be available, but arrangements will be determined by the business and will only be available when it has been established that delivering the service from home can be done effectively. We cannot facilitate requests for a particular work from home/working in the office schedule.

Standard full time working hours are 37 hours per week. HMCTS welcomes part-time, flexible and job-sharing working patterns, where they meet the demands of the role and business needs and are agreed prior to appointment. All applications for part-time, flexible and job-sharing working patterns will be considered in accordance with the MoJ’s Flexible Working policy.

For this post, occasional travel to other National Services sites may be required.

Behaviours: We will assess you against these behaviours during the selection process: Leadership, Communicating and Influencing, Managing a Quality Service.

Alongside your salary of £34,140, HM Courts and Tribunals Service contributes £9,890 towards you being a member of the Civil Service Defined Benefit Pension scheme.

Access to learning and development, a working environment that supports a range of flexible working options to enhance your work life balance, a working culture which encourages inclusion and diversity, a Civil Service pension with an employer contribution of 28.97%, annual leave, public holidays, season ticket advance.

Successful candidates must undergo a criminal record check. People working with government assets must complete baseline personnel security standard checks.

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).

The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.