Her Majesty’s Courts and Tribunals Service
Directorate: CTDD
Job Title: Service Model Support
Pay Span or equivalent: Band C
Stage: 4 – external recruitment
This role is open to existing Band Cs and is also open to existing Band Ds on TRA.
Background
Her Majesty’s Court and Tribunals Service is an agency of the MoJ and provides the supporting administration
for the judiciary across England and Wales. It delivers services to the public directly in court and tribunal
buildings, remotely via business centres and some limited services via the internet.
The Reform Programme is a once in a generation opportunity to transform the entire HM Courts and Tribunals
Service, enhancing the provision of a world-class justice system, in a manner that provides an improved user
experience at reduced cost to the taxpayer. This will contribute to consolidating the UK’s position at the forefront of an increasingly competitive international legal market as well as ensuring access to justice for all.
Vacancies within the Reform Programme offer a unique chance to be at the forefront of leading and
implementing significant change projects across the organisation. The Programme is ambitious and
innovative and will need a flexible workforce to deliver it. Those leading the change will experience new and
exciting opportunities and will benefit from playing a part in a number of different initiatives throughout the four
year programme. Staff within the Reform Programme will need to display a commitment to three key
principles: Continuous change, managing uncertainty and designing services around the needs of the users.
All those appointed to these new roles must be wholeheartedly committed to these principles and evidence
this in their application.
Overview
HMCTS is a continually changing organisation. Strong leadership is a critical element in this being successful.
As a manager within HMCTS the jobholder must provide clear direction and focus, visibly championing the
changes which deliver greater efficiencies. HMCTS Executive team expects all Managers to operate in a
culture of openness and honesty, demonstrating a commitment to change through involvement and
empowerment, and by delivering results.
The key purpose of the role is to
The job holder will play a key role in developing the long term strategy of the organisation by leading the
design, development and delivery of the future service models for HMCTS, and the underpinning business
architecture. The job holder will support the development of the strategic direction of the organisation, and will
help to identify new opportunities and challenges within the justice landscape which affect HMCTS and
develop and lead strategies for addressing them. Working with a variety of stakeholders, you will need to
establish and maintain key internal, external and cross justice sector relationships. You will provide advice on
proposals and promote alternatives to meet HMCTS’ objectives. You will work flexibly across the directorate to
provide input into key areas of work.
This role sits within the Crime team in Design and Business Architecture. The team is responsible for
protecting the integrity and ambition of the vision for the Crime Service Model by co-ordinating the emerging
design of the initial service model with enabling and cross-jurisdictional services. The team leads strategic
stakeholder engagement to ensure strategic alignment of the Common Platform programme, OGD and partner
agencies and stakeholders’ operations and policies support the Reform vision. The team also works with
policy to seek legislative changes to support implementation of Reforms.
Key interactions will be with:

Senior HMCTS and MoJ colleagues

Policy teams within MoJ and across Government

Senior Judiciary

Other Government departments

Key stakeholders in the justice system
Key responsibilities
Operational
management and
strategy
External relations

Support development of detailed service model designs for HMCTS Reform

Work with policy colleagues in MoJ and OGDs on change which will affect courts
and tribunals so that the operational impact is properly taken into account as policy
is developed

Identify deliverables and support implementation of the business strategy as part of
HMCTS Reform

Understand and question assumptions on the operating model to ensure the
development of organisational strategy is in line with the aims and objectives of the
Ministry of Justice and HMCTS

Identify implications of Departmental priorities and strategy on HMCTS to ensure
plans and activities reflect these

Work with other Government departments, public bodies and justice agencies to
ensure HMCTS strategy and plans are known and understood by wider justice
policy, the Ministry of Justice and the wider Government agenda

Work across the justice system to ensure that plans, priorities and business
objectives are aligned across the department and justice agencies

Communicate with stakeholders and regularly undertake activities to engage and
build trust

Clarify strategies and plans, giving clear sense of direction and purpose

Engage with stakeholders and colleagues at all levels to generate commitment to
goals
Representation of 
the Department


Represent HMCTS goals and values
Work with partners outside of the organisation to develop strategy
Lead by example, role modelling ethics, integrity, impartiality and the elimination of
bias by building diverse teams and promoting a working environment that supports
the Civil Service values and code
Policy

Work with policy groups to ensure that policies meet the needs of HMCTS Reform
and are operationally deliverable

Provide advice and support to the HMCTS Business Strategy team to assess policy
proposals across the justice system and impacts upon HMCTS Reform, delivery
models and services
Other duties
The post holder is required to work in a flexible way and undertake any other duties reasonably requested by
line management which are commensurate with the grade and level of responsibility of this post.
Location of Post
This role is open nationally but will require two days a week work in Petty France, London.
Key Civil Service Competencies
Seeing the Big
Picture
 Be alert to emerging issues and trends which might impact or benefit own and
team’s work
 Develop an understanding of own area’s strategy and how this contributes to
Departmental priorities
 Ensure own area/team activities are aligned to Departmental priorities
 Actively seek out and share experience to develop understanding and knowledge of
own work and of team’s business area
 Seek to understand how the services, activities and strategies in the area work
together to create value for the customer/end user
Changing and
Improving
 Find ways to improve systems and structures to deliver with more streamlined
resources
 Regularly review procedures or systems with teams to identify improvements and
simplify processes and decision making
 Be prepared to take managed risks, ensuring these are planned and their impact
assessed
 Actively encourage ideas from a wide range of sources and stakeholders and use
these to inform own thinking
 Be willing to meet the challenges of difficult or complex changes, encouraging and
supporting others to do the same
 Prepare for and respond appropriately to the range of possible effects that change
may have on own role/team
Leading and
communicating
 Take opportunities to regularly communicate and interact with staff, helping to clarify
goals and activities and the links between these and Departmental strategy
 Recognise, respect and reward the contribution and achievements of others
 Communicate in a succinct, engaging manner and stand ground when needed
 Communicate using appropriate styles, methods and timing, including digital
channels, to maximise understanding and impact
 Promote the work of the Department and play an active part in supporting the Civil
Service values and culture
 Convey enthusiasm and energy about their work and encourage others to do the
same
Collaborating and  Establish relationships with a range of stakeholders to support delivery of business
outcomes
Partnering
 Invest time to generate a common focus and genuine team spirit
 Actively seek input from a diverse range of people
 Readily share resources to support higher priority work, showing pragmatism and
support for the shared goals of the organisation
 Deal with conflict in a prompt, calm and constructive manner
 Encourage collaborative team working within own team and across the Department
Managing a
Quality Service
 Make effective use of project management skills and techniques to
deliver outcomes, including identifying risks and mitigating actions
 Develop, implement, maintain and review systems and service
standards to provide quality, efficiency and value for money
 Work with team to set priorities, goals, objectives and timescales
 Establish mechanisms to seek out and respond to feedback from
customers about service provided
 Promote a culture that tackles fraud and deception, keeping others
informed of outcomes
 Develop proposals to improve the quality of service with involvement
from a diverse range of staff, stakeholders or delivery partners
Flexible working options
HMCTS offers a flexible working system in many of its offices.
Job sharing and reduced hours
All applications for job sharing or reduced hours will be treated fairly and on a case by case basis in
accordance with the MoJ’s flexible working policy and equality policy.
Excess Fares and Relocation Allowances
This job is not eligible for relocation allowances but excess fares may be considered in accordance with MoJs
excess fares allowance policy.
HMCTS offers a range of benefits
Annual Leave
Generous allowances for paid holiday starting at 23 days per year, and rising as your service increases. 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 2.5 privilege days. 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
HMCTS is committed to staff development and offers an extensive range of training and development
opportunities.
Support
 A range of ‘Family Friendly’ policies such as opportunities to work reduced hours or job share.
 Access to flexible benefits such as salary sacrifice arrangements for childcare vouchers, and voluntary


benefits such as 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.