HM Courts & Tribunals Service - Vacancies

Vacancies

We’re in the middle of an exciting period of change, and we’re fundamentally altering the way we deliver justice. Join us, and you’ll be at the heart of this change, helping to create a world-class service – for everyone.

As well as offering an inclusive, diverse working environment, we’ll support your professional and personal wellbeing with a generous portfolio of benefits, flexible working, and a variety of learning opportunities. After all, we want to create better justice for the people who use our courts and tribunal services, but we’re also absolutely committed to the development and aspirations of our people.

Whether you work in query management or case administration, operations or digital, finance or HR, we’ll encourage you to embrace the opportunities our Reform programme will bring. There are so many ways to join in, work together, and create better justice.

Courts and Tribunal Service Centre Roles

The Courts and Tribunals Service centres are the administrative offices of the future. Providing hubs for telephony, assisted digital, case progression and hearing support, these centres will provide a consistent national service that enables cases to move through to conclusion smoothly and that provide the right support to the local judiciary.

Spread nationally over several sites, these centres will be home to just under half of our workforce in total. We are working to reform a Justice system that has in the past relied heavily on paper based processes and the CTSCs are among the first steps in being able to support a modern, digital Justice system.

Courts and Tribunals Service Centres (CTSCs) will operate between the hours of 8am-8pm Monday to Friday and 8am-2pm on Saturdays. Some roles are subject to shift patterns and candidates will be asked to indicate their preferences at interview stage. Working hours will be agreed at the point of offer.

Please note, candidates who are new to the Civil Service are expected to join at the band minimum. Further details are available once you’ve clicked the apply button.

The below vacancies will be live in the near future – please keep checking back to this page for any updates

In the meantime, please visit https://justicejobs.tal.net/candidate/jobboard/vacancy/3/adv where you’ll find all of our live roles across HMCTS and MOJ.

Query Management & Case Administration Officer

Location: Stoke and Birmingham

Band: E – Multiple Roles

Salary Range: Stoke – £18,240 – £19,724 / Birmingham – £19,246 – £20,756

This role is the main user-facing role in CTSC dealing with all customer contact and administration through a range of communication channels. It will provide an accessible and inclusive service to users, providing clear signposting and guidance to all users, coaching them in the use of the online platform and providing information to resolve their queries and processing/updating high-volume case details accurately and efficiently.

 

Video Hearings Officer

Location: Stoke

Band: E – Multiple Roles

Salary Range: £18,240 – £19,724

This role is a user-facing role, dealing with multiple online cases at one time, responsible for ensuring Video Hearings are run efficiently and effectively and for trouble-shooting VH issues in real-time. The role holder will provide an accessible and inclusive service to diverse, digitally-capable service users through great people service skills, focussing on the needs of the user.

 

Query Management & Case Administration Team Leader

Location: Stoke and Birmingham

Band: D – Multiple Roles

Salary Range: Stoke – £20,448 – £24,486 / Birmingham – £21,797 – £25,984

This role will provide day-to-day management and leadership to the Query Management & Case Administration team, which are likely to be 8-12 staff, and focussing on the direction of the team in cooperation with the other QMCA Team Leaders to ensure consistency. The role will be responsible for coaching the team on service improvement and ensuring the teams provide an accessible and inclusive service to diverse service users through great people service skills.

 

Video Hearings Team Leader

Location: Stoke

Band: D

Salary Range: £20,448 – £24,486

This is a first-line management role, required to manage a small team who are responsible for ensuring Video Hearings are run efficiently and effectively and who will trouble shoot VH issues in real-time. The role holder will provide day-to-day management and leadership to the VH team focussing on the direction of the team and ensuring consistency of delivery. The role will be responsible for coaching the team on service improvement and ensuring the teams provide an accessible and inclusive service to diverse, digitally-capable service users through great people service skills.

 

People Development Strategy Manager

Location: Stoke and Birmingham

Band: B

Salary Range: £30,229 – £40,087

This national role, which reports directly to the Head of Service Improvement, is responsible for setting up and the effective running of People Development functions across all CTSC sites nationally to build workforce skills, knowledge and career progression to ensure CTSC delivers an accessible and inclusive service to diverse users, using excellent people skills. The role will provide leadership to the People Development team.

 

People Development Team Leader

Location: Stoke and Birmingham

Band: C – Multiple Roles

Salary Range: Stoke – £23,413- £31,188 / Birmingham – £25,902 – £33,268

This is a line management role which will assume responsibility for each cohort of new learners whilst they pass through the People Development function at CTSC, ensuring they have the excellent people skills and knowledge to deliver an accessible and inclusive service to HMCTS’s diverse users. The role will focus on the needs of the learners and will work with Operations teams to transition learners and new employees into the business.

 

CTSC Trainer

Location: Stoke and Birmingham

Band: D – Multiple Roles

Salary Range: Stoke – £20,448 – £24,486 / Birmingham – £21,797 – £25,984

This role will be responsible for the training of new and existing members of staff, ensuring they develop the skills and knowledge required to deliver an inclusive and accessible service to diverse users. The role will focus on the needs of the learners at different CTSC sites, and may travel between sites to perform the role.

 

Development Coach

Location: Stoke and Birmingham

Band: D – Multiple Roles

Salary Range: Stoke – £20,448 – £24,486 / Birmingham – £21,797 – £25,984

This role will be responsible for the ongoing, onboarding, training that new members of staff receive when joining CTSCs, or that staff need when moving to new duties, ensuring they develop and demonstrate the skills and knowledge to deliver an inclusive and accessible service to diverse users.

 

Quality Manager

Location: Stoke and Birmingham

Band: C

Salary Range: Stoke – £23,413- £31,188 / Birmingham – £25,902 – £33,258

This role, which reports directly to the Head of Service Improvement, is responsible for setting up and the effective running of the Quality management function to ensure effective Quality Assurance of operations, enabling CTSC to deliver an accessible and inclusive service to diverse users, using excellent people skills. The role will provide leadership to the Quality Team.

For further details and to apply please click Apply

Quality Assessor

Location: Stoke and Birmingham

Band: D – Multiple Roles

Salary Range: Stoke – £20,448 – £24,486 / Birmingham – £21,797 – £25,984

This role, which reports directly to the Quality Manager is responsible for the effective Quality Assurance of multi-channel operations enabling CTSCs to deliver an accessible and inclusive service to diverse users, using excellent people skills. The role will focus on the needs of the Query Management & Case Administration teams in terms of monitoring the quality of performance and the areas for improvement.

 

Knowledge (Content) Manager

Location: Stoke and Birmingham

Band: B

Salary Range: £30,229 – £40,087

This role, responsible to the Head of Service Improvement, is responsible for creating systems for managing, developing and sharing knowledge by creating articles to be used by CTSC staff to provide an inclusive and accessible service to HMCTS’s diverse users. They will ensure the content is suitable and that staff are retaining the knowledge provided. They will focus on the needs of the CTSC and the needs of the Knowledge Content team.

 

Knowledge (Content) Assistant

Location: Stoke and Birmingham

Band: D – Multiple Roles

Salary Range: Stoke – £20,448 – £24,486 / Birmingham – £21,797 – £25,984

This role, reporting to the Knowledge Content Manager, is responsible for developing and sharing knowledge by creating articles needed by CTSC staff to provide an inclusive and accessible service to HMCTS’s diverse users. They will ensure the content is suitable and that staff are retaining the knowledge provided. They will focus on the needs of the CTSC.

 

Change & Continuous Improvement Manager

Location: Stoke and Birmingham

Band: B

Salary Range: £30,229 – £40,087

This role, which reports directly to the Head of Service Improvement, will be responsible for overseeing the change and continuous improvement initiatives for CTSC, ensuring all initiatives are aligned and working with Operations and national teams to ensure changes are effective, embedded and evaluated to ensure CTSCs continue to deliver service improvements to users.

 

Change Implementation Manager

Location: Stoke and Birmingham

Band: C – Multiple Roles

Salary Range: Stoke – £23,413- £31,188 / Birmingham – £25,902 – £33,258

This role, reporting to the Change and Continuous Improvement Manager, has responsibility for ensuring the effective implementation of change and continuous improvement initiatives across all CTSC sites ensuring change initiatives meet objectives on time and on budget and enable CTSCs to continue to deliver an inclusive and accessible service. The role will work with National centre, Operations and Analyst teams to ensure the changes are effectively delivered, embedded and evaluated by creating and implementing change management strategies.

 

Process Analyst

Location: Stoke and Birmingham

Band: D – Multiple Roles

Salary Range: Stoke – £20,448 – £24,486 / Birmingham – £21,797 – £25,984

This role, reporting to the Change and Continuous Improvement Manager, is responsible for providing the HMCTS process expertise to the analysis and implementation of business change for CTSC. They will work closely with Business Analysts to understand the impact of changes and will focus on the process-based solutions needed by CTSC to deliver an accessible and inclusive service to CTSCs diverse users.

 

Complaints Manager

Location: Stoke

Band: C

Salary Range: £23,413- £31,188

This national role, reporting to the Head of Service Improvement, is responsible for the management of the Complaints Investigation team, which will deal with all complaints escalated to the team from first contact and will work with Heads of Operations and Customer Directorate to understand trends driving complaints and customer feedback.

 

Complaints Investigator

Location: Stoke

Band: D – Multiple Roles

Salary Range: £20,448 – £24,486

This role, reporting to the Complaints Manager, is responsible for dealing with all complaints escalated to the team from first point of contact. It will focus on investigating complaints and measuring action, or lack of it, against HMCTS standards and customer expectations, feed into analysis of trends in complaints and customer feedback and determine appropriate compensation. The role will focus on the needs of CTSCs.

 

Recruitment Manager

Location: Stoke and Birmingham

Band: B

Salary Range: £30,229 – £40,087

This role, which reports directly to the Head of Service Improvement, is responsible for setting up and running the initial recruitment programme needed for CTSCs to become fully effective by their opening date, working with the CTSC Delivery Director, Heads of Operations and Head of Workforce Management to ensure the right numbers of people with the right potential/skills/strengths are recruited.

The role will also work with People Development Team to ensure the right skills and behaviours are covered during induction and onboarding to enable CTSC to deliver an inclusive and accessible service to diverse users.

 

Recruitment Support

Location: Stoke and Birmingham

Band: E – Multiple Roles

Salary Range: Stoke – £18,240 – £19,724 / Birmingham – £19,246 – £20,756

This role will report to the Recruitment Manager and be responsible for ensuring that the action plans for recruitment programmes are carried out and that CTSCs have the right people in post in time for go-live dates and for ‘ongoing’ recruitment during the ‘business as usual’ phase, so that the CTSCs can deliver an inclusive and accessible service to a diverse user population.

 

Business Analyst

Location: Stoke and Birmingham

Band: D – Multiple Roles

Salary Range: Stoke – £20,448 – £24,486 / Birmingham – £21,797 – £25,984

This role, reporting to Change & Continuous Improvement manager and/or Insight & Reporting Manager, is responsible for identifying trends in data and insight gathered from multiple sources and analysing information to understand root causes and potential solutions for issues.  The role will work closely with other analyst teams and with the Change and CI teams to ensure the right measures are understood and implemented for CTSC to continue to deliver service delivery improvements.

 

Data Analyst

Location: Stoke and Birmingham

Band: D – Multiple Roles

Salary Range: Stoke – £20,448 – £24,486 / Birmingham – £21,797 – £25,984

This role, reporting to the Insight & Reporting manager, will be responsible for gathering and analysing data from various sources about CTSC performance and presenting the relevant data to help the wider CTSC understand its performance, its people and its users, and make changes or improvements to ensure the provision of an inclusive and accessible service.

 

Workforce Management Manager

Location: Stoke and Birmingham

Band: B

Salary Range: £30,229 – £40,087

This role, directly responsible to the Head of Workforce Management, is responsible for the provision of accurate and timely long and medium-range capacity plans for every function and CTSC site including volume forecasts, sourcing plans and resource schedules to match demand with resource. The role will focus on provision of accurate and appropriate data to enhance performance at the individual, team and site levels.

 

Demand Forecaster

Location: Stoke and Birmingham

Band: D – Multiple Roles

Salary Range: Stoke – £20,448 – £24,486 / Birmingham – £21,797 – £25,984

This role, reporting to the Workforce Management Manager, is responsible for delivering strategic volume and resource forecast models to allow correct staff resourcing that will support the delivery of the CTSCs KPI’s and that aligns with the organisations strategic goals. The position is responsible for delivery of a plan detailing the long-term view of contact volume and productivity.   The role holder will work closely with Senior Leaders within the operational structure and Finance to develop plans that align to operational and budgetary requirements.

 

Work Scheduler

Location: Stoke and Birmingham

Band: D – Multiple Roles

Salary Range: Stoke – £20,448 – £24,486 / Birmingham – £21,797 – £25,984

This role, reporting to the Workforce Management Manager, is responsible for the creation, upkeep and maintenance of all employee work schedules. It will work closely with the Operations Leadership Teams at each CTSC and directly with employees to ensure that service can be met and maintained by having the right resources in the right place at the right time and completing the most productive activity that allows the operation to meet it service obligations in delivering an inclusive and accessible service to CTSC users.

 

Real-Time Workforce Analyst

Location: Stoke and Birmingham

Band: D – Multiple Roles

Salary Range: Stoke – £20,448 – £24,486 / Birmingham – £21,797 – £25,984

This role, which reports to the Workforce Management Manager, is responsible for delivering the outlined plan for all on-the-day activity, tracking actual volumes against expected forecasts for all contact channels and ensuring the plan is being followed by CTSC teams and working with team leaders to make decisions to ensure user service standards are met.