Delivery Manager - Loughborough

Proud to serve. Proud to keep justice going. 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).

About us

HMCTS is an agency of the Ministry of Justice responsible for the administration of criminal, civil and family Courts and Tribunals in England and Wales. Our roles support our service users and colleagues within HMCTS, where people and businesses access potentially life‑changing justice. Spread nationally over several sites, our Courts and Tribunal Service Centres (CTSCs) deliver services through several jurisdictions known as ‘service lines’. These include Social Service & Child Support, Family Public Law, Probate, Crime, Immigration & Asylum, Divorce, Online Civil Money Claims, the Single Justice Service (non‑imprisonable offences e.g., no TV licence / car tax), and supporting audio‑visual hearings. We’re looking for individuals who are committed to public service and making a difference in people’s lives to deliver justice. If you are interested in developing a career with a real purpose, we encourage you to apply.

Your role

You will be responsible for the smooth running of the CTSC, supporting your Operations Managers to meet operational needs, deliver performance objectives and provide a consistent and customer‑focused service. You’ll maintain positive and effective working relationships with the judiciary, supporting agencies and user groups, and strive for continuous improvement to enhance 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.

Your skills and experience

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. As 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.

Working arrangements & further information

Standard full‑time working hours are 37 hours per week. There is an expectation that you can be flexible with your working hours to accommodate the needs of the business. 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. Please note that the role requires a minimum of 30 hours per week, however, full‑time hours would be preferable due to the nature of the role. Non‑contractual hybrid working is currently available. Hybrid working 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 / office schedule. Occasional travel to other National Services sites may be required.

Benefits

• Annual leave is 25 days on appointment and will increase to 30 days after five years’ service.
• 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 one 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.
• Support for employee‑run networks, providing advice and support and enabling employees from minority groups to be expressed directly to senior management.
• 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.
• Paid paternity, adoption and maternity leave.
• Free annual sight tests for employees who use computer screens.

Equal Opportunities

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.