Delivery Manager - Residential Property Tribunal - London (Ref: 9823)

HM Courts and Tribunals Service; City Of London; On-site; GBP 41,000; Full time

Job summary

A critical public service organization in London is looking for a Delivery Manager to lead a team in delivering customer-focused tribunal services. The ideal candidate will have strong leadership and communication skills, capable of fostering a motivated work environment. This role offers a salary of £40,014 plus additional pension contributions and benefits, with opportunities for flexible working arrangements.

Benefits

Access to learning and development

Flexible working environment

Civil Service pension with employer contribution

Annual Leave and Public Holidays

Qualifications

• Proven ability to lead and motivate a team towards performance objectives.
• Experience in customer service delivery in a process-driven environment.
• Knowledge of Health and Safety compliance and tribunal processes.

Responsibilities

• Lead a team to ensure smooth running of the Chamber.
• Manage performance and support continuous improvement.
• Maintain relationships with judiciary and user groups.

Skills

Customer focus

Leadership

Problem-solving

Communication

Job description

Overview

Our Delivery Managers play a critical role helping deliver justice. 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).

The First-tier Tribunal (Property Chamber) deals with applications, appeals and references relating to disputes over property and land. The Chamber consists of three divisions:

• Residential Property - covers disputes that include rent increases for 'fair' or 'market' rates, leasehold disputes amongst many other matters.
• Land Registration - covers disputes that include a change to the land register and applications to correct or cancel certain documents relating to registered land.
• Agricultural Land & Drainage - covers disputes that include certain farming tenancies and applications in respect of certain drainage disputes between neighbours.

The Property Chamber operates across five regional centres - Birmingham, Cambridge, Havant, London and Manchester - with a dedicated team of over 100 staff. Each location handles Residential Property cases while London also manages Land Registration matters, and Manchester oversees Agricultural Land and Drainage. We are now preparing to open a new office in Leicester, expanding our capacity in response to coming legislative changes and rising demand.

Now is an exciting time to join the Chamber as we are entering a transformative period. We are preparing for the implementation of the Leasehold and Freehold Reform Act 2024 and the Renters' Rights Bill, which is currently progressing towards Royal Assent. These reforms will reshape the housing and property landscape, bringing new challenges and opportunities to the work that we do.

As the Chamber grows, we are looking for passionate individuals who are committed to public service and delivering justice that makes a real difference in people's lives. If you're seeking a career with purpose, impact and the chance to contribute to a fairer future, we encourage you to apply and help shape the next chapter of the Chamber's work.

Your role

Our Chamber's role is diverse and engaging, reflecting the wide range of our service users. Our teams liaise with landlords, tenants, freeholders, leaseholders, park home residents, and site owners.

You will be responsible for the smooth running of the Chamber, leading your team, supporting your Operations Manager to meet operational needs, deliver performance objectives and provide a consistent and customer-focused service.

You'll lead a team of Team Leaders to review performance, agree priority areas and manage the throughput of administrative work across different stages of the tribunal process. You'll also encourage all colleagues to engage in Continuous Improvement and Development activities; ensuring all have the necessary skills and knowledge to achieve their potential and deliver on expected performance standards.

You will maintain positive and effective working relationships with the judiciary, supporting agencies, and user groups, and strive for continuous improvement to improve 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.

About you

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.

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.

For a full job description, please read supporting document included below before applying.

Further details

New recruits to the Civil Service joining MoJ are expected to join at the band minimum. These operational roles are customer facing, requiring successful applicants to be office based to provide HMCTS services to the public. Non-contractual hybrid working may be 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/working in the office schedule.

Standard full time working hours are 37 hours per week (Monday to Friday). 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. Due to business needs the minimum number of hours we can offer any part time working request is 25 hours.

Occasional travel to other courts. For this post, occasional travel to other National Services sites may be required.

We\'ll assess you against these behaviours during the selection process: Seeing the Big Picture; Leadership; Communicating and Influencing; Delivering at Pace. This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths and Experience.

Feedback will only be provided if you attend an interview or assessment.

Security and nationality

Security: Successful candidates must undergo a criminal record check. People working with government assets must complete baseline personnel security standard checks.

Nationality requirements: This job is broadly open to UK nationals, nationals of the Republic of Ireland, certain Commonwealth nationals, EU/EEA/Swiss/Norway/Iceland/Liechtenstein nationals and family members with settled or pre-settled status under the EUSS, and other listed categories. Further information on nationality requirements is available.

Salary and benefits

Salary: £40,014 plus HMCTS contribution of £11,592 towards the Civil Service Pension scheme. Benefits include:

• Access to learning and development
• A flexible working environment
• Inclusive culture
• Civil Service pension with employer contribution of 28.97%
• Annual Leave and Public Holidays
• Season Ticket Advance

For more information about the recruitment process, benefits and allowances, please visit the Candidate Information Page.