Deputy Head of Operations

Salary
- £54,358 - £61,585

Number of jobs available
- 1

Detail of reserve list
- 12 Months

Region
- East Midlands, North West, West Midlands

City/Town
- Northampton, Salford, Stoke-on-Trent

Building/Site
- CTS Salford Courts & Tribunals Service Centre, M5 3NN, NORTHAMPTON COUNTY BULK CENTRE NORTHAMPTON, NN1 2LH, STOKE-ON-TRENT, ST1 2QB

Grade
- Grade 7

Organisation Grade for MoJ
- Grade 7

Post Type
- Permanent

Working Pattern
- Full Time, Part Time, Part Time/Job Share, Flexible Working

Role Type
- Business Management & Improvement, Operational Delivery

Will the successful applicant have line manager responsibilities?
- Yes

Job description

**Proud to serve. Proud to keep justice going.**

Our Deputy Head of Operations will lead operational delivery and be responsible for high quality service provision (for one or more services across the region) and complex operations, which includes those delivered within our high profile and larger site(s).

**About us**

HM Courts & Tribunals Service (HMCTS) is responsible for the administration of criminal, civil and family Courts and Tribunals in England and Wales and non-devolved tribunals in Scotland and Northern Ireland. Our roles support our service users and colleagues within HMCTS, where people and businesses access potentially life-changing justice. 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, please apply.

National Services deliver centralised services across HMCTS operations through several Jurisdictions, providing telephone, assisted digital, case progression and court hearing support to deliver a consistent national service which enables cases to move through to conclusion smoothly. National Services oversee over two million cases each year across 23 different services.

**Your role**

Deputising and supporting the Head of Operations, the role holder will have considerable influence and responsibility over service provision within National Services. The role holder will provide a high level of support to the Head of Operations in the operational management of services across National Services. A key part of this role will involve creating, developing, and maintaining relationships with internal and external stakeholders and managing their varying and complex needs.

This role has significant people leadership responsibility, and will provide clear strategic direction and focus, leading by example, and visibly championing and leading change which delivers results and improved performance across the region. The role holder will create and enhance effective working relationships to support the local judiciary and ensure hearings operate effectively and efficiently, supporting the Head(s) of Operations and representing them as required. The scope of the role is significant, contributing substantially to the achievement of business objectives across their region.

The role holder will promote inclusive leadership, champion our values and behaviours, and foster a culture that values innovation and creativity, ensuring everyone feels valued, supported, challenged and capable.

**Your skills and experience**

The Deputy Head of Operations will have:

- Excellent leadership and relationship management skills with proven ability and experience of delivering through others, leading and managing operational teams in accordance with appropriate management practices policy and strategy.
- Assess locational performance to anticipate strategic organisational issues, drawing evidence from multiple sources and drawing out key insights to understand workload fluctuations and variances and to identify where improvements are needed.
- Analyse and interpret complex and possibly conflicting evidence and data to make sound judgment on the most appropriate solutions that take into account the views of important stakeholders.
- Use own judgement to resolve sensitive/complex problems and or complaints as they arise, engaging personally with the key stakeholders to ensure constructive outcomes and exercising appropriate discretion approaches and taking the necessary mitigating actions. The Deputy Head of Operations will be responsible for reviewing potential solutions and mitigations referred by Operations Managers and for making the final decision.
- Identify and implement workable solutions to immediate significant issues as they arise at a Court or Tribunal on the day of a hearing.
- Take steps to resolve complex issues involving organisational interdependencies, collaborate with Court &Tribunal Managers and Heads of Operations to influence and develop strategic solutions and improve overall service performance.
- Develop innovative approaches to maintaining and improving service delivery, balancing public user, professional user and judicial needs in a complex and challenging operating environment, identifying and ev