Case Progression Officer

Job Title:

Family Case Progression Officer

Grade:
Executive Officer (EO)

Location:

Central Family Court, First Avenue House, 42-49 High Holborn, London, WC1V 6NP

HM Courts & Tribunals Service (HMCTS) is an agency of the Ministry of Justice. We provide support for the legal system across England and Wales, along with non‑devolved tribunals in Scotland and Northern Ireland, ensuring justice works for everyone. Our Justice system defends our fundamental rights and freedoms, protects the most vulnerable people in our communities, and delivers a system that is accessible and efficient.

The role is responsible for supporting the management of family matters to progress the Family Improvement Plan, working with the judiciary, HMCTS colleagues, Cafcass and local authorities. The post also ensures reporting data is up to date, facilitates collaboration with stakeholders, and contributes to the broader strategic objectives of HMCTS.

• Implement efficient and consistent administrative practices, procedures and standards.
• Monitor key performance areas, analyse trends and recommend improvements to the Delivery Manager.
• Review procedures, manage new initiatives and legislation implementation.
• Provide written and verbal advice to staff and HMCTS users.
• Contribute to operational, performance and service standard targets.
• Provide statistical data for management and judiciary.
• Coordinate accommodation issues with estates, facilities or contractors.
• Support the Family Improvement Plan and wider Business Plan.
• Report on HMCTS assurance programmes and contribute to ongoing development.
• Apply risk management and governance standards in line with HMCTS/MOJ policy.
• Escalate risks that cannot be resolved locally.
• Deputise for the Delivery Manager as required.
• Handle customer complaints, investigate root causes and implement solutions.
• Apply continuous improvement principles and techniques to enhance operational efficiency.

• Assign responsibilities and monitor progress against plans.
• Plan, coordinate and organise staff training and development.
• Lead employee engagement activities to maintain morale and improve service delivery.
• Review open case load, prioritise older cases and maintain up‑to‑date records.
• Identify outstanding tasks such as chasing reports, statements or orders.
• Liaise with CAFCASS and the judiciary on future hearing dates.
• List cases across the court estate where appropriate.
• Prepare and send additional orders and notices of hearings.
• Keep case details current and provide directions to stakeholders for case progress.

• Identify local problems and implement solutions, escalating complex issues to the Delivery Manager.

• Maintain effective working relationships with the judiciary, supporting agencies and voluntary groups.
• Provide performance feedback to staff, judiciary and other stakeholders.
• Consider wider policy and organisational implications of issues beyond own area.

• Apply knowledge of cluster functions to support policy and procedure review.
• Provide specific functions directed by line management in line with SOP.

• Reporting to a Delivery Manager.

Work flexibly and undertake any other duties reasonably requested by line management that are commensurate with the grade and level of responsibility.

• Travel across multiple sites, notably Central, East and West London Family Courts.
• Work at least two days per week from First Avenue House, High Holborn.

This role is not eligible for new Skilled Worker visas under current immigration rules.

From 22 July 2025, the Government introduced changes to the Skilled Worker visa route. The department cannot sponsor you for this role unless you held a Skilled Worker visa prior to the 22 July 2025 changes. If you have held a Skilled Worker visa continuously, raise this during your vetting checks; eligibility will be assessed accordingly.

If you have not held a Skilled Worker visa prior to the 22 July 2025 changes, you must consider options to obtain and maintain a right to work in the UK. Successful applicants must…