Service Support Officer (Crime Reform and Improvement) in City of Westminster

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.

About the team

The Development Directorate is responsible for service strategy and development, operational policy and modernisation of courts and tribunals.

The Crime Team supports the business of the Criminal Courts.

We are responsible for

• Service management of existing services.
• Design and development of new services.
• Maintenance of operational policies for the jurisdiction and providing operational support to court and business centre staff on these.
• Implementation of changes arising from government policy, legislation, or judicial initiatives.
• Improving performance.

This is an opportunity to work in a high‑performing, close‑knitted team working in partnership with colleagues across HMCTS, the Ministry of Justice, the Judiciary and other Government departments.

The role provides excellent opportunities to work in a fast-paced change environment in an area of high ministerial priority.

About the role

As a Service Support Officer (SSO), you will play an important role in supporting the delivery of criminal court reform, service improvement and legislative change across the Crime Service Team.

Working closely with Deputy Service Managers and the wider Crime Team, you will help coordinate delivery activity, maintain governance products, develop operational materials and support the implementation of changes affecting criminal court services.

You will work collaboratively with colleagues across HMCTS, the Ministry of Justice, operational teams, policy colleagues and wider stakeholders to gather information, monitor progress, identify issues and support the development of practical solutions.

You will provide high-quality administrative, analytical and operational support to help ensure workstreams remain on track and aligned to agreed objectives.

This role is suited to someone who is organised, proactive, comfortable working with a range of stakeholders and interested in supporting the delivery of high‑profile change and improvement activity.

Key interactions will be with but not limited to

• Deputy Service Managers, Service Managers and colleagues across the Crime Team
• HMCTS operational colleagues, including court staff and operational teams
• HMCTS governance, digital, data, analysis, insight and performance teams
• HMCTS change projects and reform programmes
• Ministry of Justice policy teams and legal advisers
• Judicial office and judicial stakeholders, where appropriate
• Wider criminal justice partners and representative bodies, where relevant
• Representation of the Department
• Represent HMCTS professionally in areas of responsibility, supporting Deputy Service Managers and the wider Crime Team as required.
• Support engagement with partners inside and outside the organisation to help develop practical and operationally viable reform and improvement products.
• Communicate clearly and accurately, helping to share information, gather feedback and support agreed actions.
• Role model the Civil Service values and support a working environment that promotes ethics, integrity, impartiality, diversity and inclusion.

Your role as Service Support Officer (SSO) will encompass several key responsibilities listed below.

• Delivery coordination and implementation support
• Support the delivery of criminal court reform, service improvement and legislative implementation activity.
• Assist Deputy Service Managers by coordinating activity within defined workstreams and helping to maintain delivery momentum.
• Help prepare and maintain delivery plans, action logs, implementation products, operational guidance and other workstream materials.
• Track actions, deadlines, decisions, risks, issues and dependencies, ensuring information is accurate, up to date and escalated when needed.
• Business process and operational support
• Assist with the development, maintenance and improvement of business processes, standard operating procedures and operational products.
• Gather information from operational colleagues and stakeholders to support the development of workable solutions.
• Support the testing and refinement of service changes, helping to identify practical issues and implementation considerations.
• Provide high-quality operational support to criminal court services within areas of responsibility.
• Analysis, reporting and governance
• Gather, analyse and present information to support decision-making, governance discussions and progress reporting.
• Prepare clear reports, briefings, presentations, updates and correspondence for a range of audiences.
• Support governance meetings and forums by preparing papers, maintaining action logs, recording decisions and monitoring follow‑up activity.
• Help maintain accurate records, trackers and management information to support oversight of workstream delivery.
• Stakeholder engagement
• Build and maintain positive working relationships with colleagues and stakeholders across HMCTS, the Ministry of Justice and wider criminal justice partners.
• Support engagement with operational colleagues, policy teams and other stakeholders by organising meetings, workshops and information‑gathering activity.
• Contribute to discussions by sharing information clearly, listening to feedback and helping to identify practical next steps.
• Work collaboratively across organisational boundaries to support agreed outcomes.
• Continuous improvement and team contribution
• Contribute to continuous improvement activity by identifying opportunities to improve services, processes and ways of working.
• Support the wider priorities of the Crime Team, including briefings, commissions and operational support activity as required.
• Share learning, support colleagues and contribute to a collaborative and inclusive team culture.
• Undertake any other duties commensurate with the grade and business need.

The Mo J offers Hybrid Working arrangements where business need allows.

This is an informal, non‑contractual form of flexible working that blends working from your base location, different Mo J 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 Mo J 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 Mo J's terms and conditions of service are changing as part of Civil Service reform.

The changes will apply to staff joining Mo J who are new to the Civil Service.

Staff joining Mo J from other civil service employers will transfer onto the new Mo J terms if they are already on 'modernised' terms in their current post or onto 'unmodernised' Mo J terms if they are on 'unmodernised' terms at their current post.

Details will be available if an offer is made.

Mo J 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.

Mo J welcomes part‑time, flexible and job‑sharing working patterns, where 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 Mo J's Flexible Working policy.

As a Disability Confident employer

Mo J 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.

Mo J 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.

Diversity & Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever 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 Mo J is committed, as part of the Redeployment Interview Scheme, to providing opportunities to those who are 'at risk of redundancy'.

Mo J are 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.

The below criteria are desirable only.

These will not be assessed throughout the recruitment process, but will be used in the event of tied scores between candidates.

Desirable skills

• Knowledge of the criminal courts, criminal justice system or wider justice landscape.
• Experience of supporting governance meetings, boards or project delivery activity.
• Experience of working in a policy, operational, service improvement or reform environment.
• Communicating and Influencing
• Delivering at Pace
• Salary

The national salary range is £35335- £37847. London salary range is £40014 – £42859. Your salary will be dependent on your base location.

Benefits

• Annual Leave – Annual leave is 25 days on appointment and will increase to 30 days after five years' service.

There 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‑rated 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.

There 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 www. www.

GOV.

UK or Childcare Choices.

You can determine your eligibility at https://www. childcarechoices. gov. uk/.

• 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.

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