Operational Support Manager

Ministry of Justice; United States; Remote; USD 90,000 - 110,000; Full time

Job summary

The Ministry of Justice in the United Kingdom seeks a Head of Complaints within the Probation Service to drive strategic aims around inclusion, engagement, and quality. The post emphasizes fairness, objectivity, and continuous improvement, with regional deployment and potential on-call requirements.

You will coordinate with external agencies, lead audits, and oversee safeguarding duties. Reporting to the Head of Operational Function, the role includes representing the NPS in local partnerships

Qualifications

• Experience leading multi-disciplinary teams in the public sector.
• Strong commitment to fairness, objectivity, and learning.
• Ability to manage sensitive information and complex investigations.

Responsibilities

• Lead cluster operations, performance, and quality across probation regions.
• Provide strategic support to Head of Operational Function and Head of LDU Cluster.
• Represent the NPS in local strategic partnerships and external forums.
• Oversee compliance, audits, and safeguarding duties for children and adults.
• Coordinate training needs analysis and staff induction within the cluster.

Skills

Leadership

Public sector experience

Stakeholder engagement

Job description

The Head of Complaints role offers an exciting opportunity to make an important contribution to the Probation Service's strategic aims of inclusion, engaging people on probation, and quality. The successful candidate will bring to this regionally based role key management skills and qualities, including fairness and objectivity, and an unwavering focus on learning and improvement. If you require further information about the role, please contact Kerrie Stathers (Head of PS YatH Performance & Quality)., Working at the direction of the Head of Operational Function the post holder will be deployed to a variety of roles in order to provide strategic support., To support the Head of LDU Cluster providing management and leadership within the National Probation Service (NPS) Local Delivery Unit (LDU). To represent the Head of LDU Cluster with external agencies/stakeholders and staff as appropriate. The post holder must adhere to all policies in respect of the sensitive/confidential nature of the information handled whilst working in this position. May be required to participate in out of hours on call rota. Responsibilities, Activities & Duties Senior Operational Support Manager may be required to undertake any combination, or all, of the duties and responsibilities as directed by the Head of Operational Function as set out below. .

• Cluster operational lead on caseload segmentation issues such as Child Sexual Exploitation, Guns and Gangs, Integrated Offender Management etc.
• Operational support to the Head of Cluster within relevant Probation Instruction criteria and rules such as Recall, High Risk of Serious Harm Case Transfers, etc.
• Providing support to the Head of Cluster within the relevant Probation Instruction criteria and rules such as, grievance, discipline, capability, complaints, etc.
• Responsible for the professional development of cluster staff
• Responsible for developing and deploying the Cluster Training Needs Analysis
• Ensure effective cluster employee recruitment and induction
• Act as cluster lead for performance & quality
• Act as cluster lead for audits and inspections
• Operational support to the Head of Cluster in completing reviews and delivery of action plans such as Domestic Homicides, Serious Further Reviews, Serious Case Reviews, etc.
• Responsible for the management of the Business Manager and the administrative support functions within the cluster
• Under the guidance of the Head of LDU Cluster; represent the NPS in local strategic partnerships and ensure appropriate representation within wider partnership frameworks in line with statutory responsibilities and operational policy
• Participate in the Multi Agency Public Protection Arrangements (MAPPA) locally in conjunction with other responsible authorities including the chairing of MAPPA level 3 meetings
• In the absence of the Head of LDU Cluster to make decisions and provide advice on the management of offenders where senior management authorisation or involvement is necessary e.g. authorising the recall of offenders to prison
• Operational support to the Head of cluster in the management of complaints within the cluster and direct involvement in complaint resolution where necessary
• Under the guidance of the Head of LDU Cluster to take the lead on specific divisional or cluster projects/portfolios including Equality and Diversity, Reward and Recognition, etc.
• Operational support to the Head of cluster in cluster compliance with Health and Safety legislation.
• Senior Management responsibility for estates, buildings and maintenance activities within the cluster
• Demonstrate pro-social modelling skills by consistently reinforcing pro-social behaviour and attitudes and challenging anti-social behaviour and attitudes
• Carry out safeguarding children and safeguarding adult duties in accordance with the NPS statutory responsibilities and agency policies