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National Services Director

  • Sector:

    Central Government

  • Job type:


  • Salary:

    Up to £140,000 for an Exceptional Candidate

  • Contact:

    James Greengrass

  • Contact email:

  • Job ref:


  • Published:

    7 months ago

Location: Midlands, Wales and Northern England (with frequent visits to London).

At HM Courts & Tribunals Service (HMCTS), we are passionate about justice and committed to protecting the rights of every citizen. Our courts and tribunals underpin the delivery of justice and affect the lives of millions of people every year. Through our criminal, civil and family courts, and administrative tribunals, we ensure that crimes are brought to justice; children are kept safe; business dealings are securely underpinned; and people are protected from mistreatment by the state.

To respond to the changing demands of the population as well as fast-moving technological opportunities, we are now driving a £1billion transformation programme with improved service delivery at its heart. Our programme of reform is already starting to provide entirely new ways to access justice; more than 150,000 people used our new online services last year. Ultimately, our vision for this programme covers the whole range of the work of the courts and tribunals and will also deliver a world-leading ‘online court’ which will radically simplify the resolution of many disputes.

As a result of this major transformation, we are now looking to appoint a new National Services Director to lead, and have strategic accountability for, all operational and change activities across the Courts and Tribunals Service Centres (CTSCs) and the National Business Centres (NBCs). You will oversee around 2,000 staff (growing to 3,500-4,000) in multiple locations across the country and be accountable for a £160million annual budget, ensuring they are a beacon of excellence in providing class-leading and efficient service. You will also focus on ensuring CTSCs and NBCs are working collaboratively and are aligned, using data and other continuous improvement methodologies to drive activity and engagement.

Your key challenge will be to lead and provide direction through a demanding and prolonged period of substantial change, whilst continuing to optimise operational performance and service delivery. You will be operating in a mixed matrix environment where lines between ‘Business as Usual’ and change are often blurred. Your ability to drive and manage this effectively is essential. Likewise, you will need to operate effectively within a highly complex stakeholder environment, forging strong relationships at all levels. You will lead a large and growing team and be accountable to HMCTS’s board.

The ideal candidate for this role will bring a demonstrable successful track record of successfully running large-scale business processing/contact centres alongside experience of owning transformational change at a macro/national level in a way that fundamentally challenges existing business practices. Also essential is a track record of developing and delivering strategy on a national level. You also will bring outstanding leadership skills with evidence of successfully driving improvements in the capacity and capability of large teams alongside excellent stakeholder engagement and influencing skills with a proven ability to succeed in complex matrixed organisations.

For further information about the role, please see the candidate pack under Supporting Documentation below.






Closing date for applications is: 9am Monday 15th June 2020

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