Delivery Manager - Civil National Business Centre; CNBC

Proud to serve. Proud to keep justice going.

HMCTS is an agency of the Ministry of Justice and is responsible for the administration of criminal, civil and family Courts and Tribunals in England and Wales. Our roles support our service users and colleagues within HMCTS, where people and businesses access potentially life‑changing justice.

The Civil National Business Centre (CNBC) in Northampton sits within our National Services region and is led by our Cluster Manager. We manage centralised administrative and contact functions (telephone helpdesks) and we’re looking for individuals who are committed to public service and making a difference in people’s lives to deliver justice. If you are interested in developing a career with a real purpose, please apply.

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

You’ll 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.

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.

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.

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 working hours per week we can accept is 32 hours.

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