Operations Manager

Overview

Spread nationally over several sites, our Courts and Tribunal Service Centres (CTSCs) deliver services through several jurisdictions known as 'service lines':
Social Service & Child Support, Family Public Law, Probate, Crime, Immigration & Asylum, Divorce, Online Civil Money Claims, the Single Justice Service (non‑imprisonable offences such as TV licence / car tax) and supporting audio‑video hearings.

As Operations Manager at the CTSC you will lead the day‑to‑day running of our services. You will oversee case administration, customer contact management and other administrative operations across one or more sites. This will include operational management to improve service performance, establishing a consistent service, and responsibility to develop and implement strategies that deliver organisational objectives and change. You will hold line management responsibility for a minimum of three HEO Service Delivery Managers and inspire and engage your teams to deliver effective outcomes, communicating business objectives in an operational context.

Led by the Grade 6 Head of Operations, you will ensure effective deployment of resources within allocated budgets and foster relationships with a wide range of stakeholders to ensure effective service delivery. These will include user groups and judiciary, as well as wider regional and service partners to ensure cohesive cross‑jurisdictional delivery.

• Ability to motivate and support your team to deliver excellent customer service and achieve effective performance.
• Experience of working in an administrative role in a customer‑focussed environment.
• IT proficiency with the ability to learn and adapt to different technologies and software.
• Excellent communication, organisational and prioritisation skills.

Standard full‑time working hours are 37 hours per week Monday to Friday. Flexibility is required to accommodate business needs. HMCTS welcomes part‑time, flexible and job‑sharing patterns where they meet the demands of the role, agreed prior to appointment. A minimum of 30 hours per week will be required for this role. Non‑contractual hybrid working is currently available. Hybrid arrangements will be determined by business need and are available only when working from home can be done effectively.

Occasional travel to other national services sites may be required.

• Annual leave of 25 days on appointment, increasing to 30 days after five years’ service, plus a scheme to buy or sell up to three days of leave each year, plus additional paid time off for public holidays and one privilege day. Leave for part‑time and job‑share posts calculated on a pro‑rata basis.
• Pension:
  The Civil Service offers a choice of pension schemes, giving you 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.
• Employee networks:
  Opportunity to join employee‑run networks for minority ethnic origin, disabilities, caring responsibilities, women, and LGBTQ+ employees to express their views directly to senior management.
• Family‑friendly policies: opportunities to work reduced hours or job share.
• Flexible benefits: voluntary benefits, retail vouchers and discounts on a range of goods and services.
• Childcare and childcare‑voucher support: eligibility for alternative government childcare support schemes, including Tax‑Free Childcare; detailed information on  or
• Paid paternity, adoption and maternity leave.
• Free annual sight tests for employees who use computer screens.

Leadership Experience will be assessed via a Statement of Suitability. Write why you are suitable for this role, providing real‑life examples, specific evidence and addressing key criteria. Ensure all evidence submitted is truthful; plagiarism can lead to withdrawal. A 500‑word application form question will be followed by interview dates expected in mid February 2026.

Should you feel that the recruitment process has breached recruitment principles, you can raise a formal complaint in the following order:
1) To the Ministry of Justice Resourcing team;
2) To the Civil Service Commission;
3) As a Disability Confident employer, MoJ offers adjustments throughout all recruitment stages.

HMCTS is committed to attracting, retaining and investing in talent wherever it is found. As a Disability Confident employer, we provide everyone with the opportunity to demonstrate their skills, talent and abilities, including adjustments throughout all elements of the recruitment process and in the workplace.