Job Description

Proud to serve. Proud to keep justice going.

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 [Employer hidden — sign up to reveal].

About us

[Employer hidden — sign up to reveal] is an agency of the [Employer hidden — sign up to reveal]

Our National Services Workforce Management Team (WFM) supports our Courts and Tribunal Service Centres (CTSCs) to deliver services through several jurisdictions known as ‘service lines’. These include Social Service & Child Support, Family Public Law, Probate, Crime, Immigration & Asylum, Divorce, Online Civil Money Claims, the Single Justice Service (non-imprisonable offences e.g., no TV license / car tax), and supporting audio video hearings.

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.

Your role

This role, reporting to the Senior Forecaster/ Scheduler, is responsible for delivering strategic volume and resource forecast models to allow correct staff resourcing that will support the delivery of the National Services KPI’s and that aligns with the organisation’s strategic goals. The position is responsible for delivery of a plan detailing the long-term view of contact volume and productivity. The role holder will work closely with Senior Leaders within the operational structure and Finance to develop plans that align to operational and budgetary requirements.

Your skills and experience

• Technical knowledge of Workforce management and telephony systems (preferably NICE IEX, Calabrio and Genesys) desirable.
• Data analysis experience including Forecasting and Budgeting to recommend staffing and scheduling solutions to Head of Operations.
• Experience in Contact Centre Workforce Management position desirable. (WFM Forecaster, Real Time Analyst, Scheduler).
• Strong analytical and organization skills, including trend analysis and the ability to meet deadlines and work under pressured environment, dealing with high volumes of data from multiple sources.
• Degree level qualification in a discipline with significant data analytical content, or equivalent work experience.

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

Further Information

[Employer hidden — sign up to reveal] are expected to join at the band minimum.

Ways of working

Standard full time working hours are 37 hours per week. There is an expectation that you can be flexible with your working hours to accommodate the needs of the business. To ensure our services are consistent and operated effectively, successful candidates will be required to work full-time.

Non-contractual hybrid working is currently available; arrangements are determined by the business. We cannot facilitate requests for a particular work from home/working in the office schedule.

Occasional travel to other courts – For this post, travel to other National Services/[Employer hidden — sign up to reveal] sites may be required.

Skilled Worker Visa

This role is not eligible for new Skilled Worker visas in accordance with the current immigration rules. From 22 July 2025, the Government introduced changes to the Skilled Worker visa route. The department cannot consider sponsoring you for this role unless you have held a Skilled Worker visa prior to the 22 July 2025 changes. If you have held a Skilled Worker visa continuously, please raise this during your vetting checks and eligibility will be assessed in accordance with the immigration rules and transitional provisions in place.

If you are applying for this role and you have not held a Skilled Worker visa prior to the 22 July 2025 changes, you will need to consider your options for obtaining and/or maintaining your right to work in the UK in light of these changes. Successful applicants must ensure they have and maintain the legal right to live and work in the Civil Service and in the United Kingdom. The Department will continue to comply with UK Immigration Rules applied in the UK and Civil Service. You can read more about Skilled Worker visas and the eligibility criteria here.

Working Arrangements & Further Information

The [Employer hidden — sign up to reveal] offers Hybrid Working arrangements where business need allows. This is an informal, non-contractual form of flexible working that blends working from your base location, different [Employer hidden — sign up to reveal] sites and / or from home (please be aware that this role can only be worked in the UK and not overseas). All employees will be expected to spend a minimum of 60% of their working time in an office, subject to local estate capacity.

For nationally advertised role: all successful candidates will be appointed to the nearest viable office nearest to their home postcode and on its respective pay scale. This will be at either a HQ building (subject to desk allocation, a Justice Collaboration Centre (JCC) or a Justice Satellite Office (JSO) – See Map. All employees will be expected to spend a minimum of 60% of their working time in an office, subject to local estate capacity.

Some of [Employer hidden — sign up to reveal]’s terms and conditions of service are changing as part of Civil Service reform. Details will be available if an offer is made.

Benefits

• Annual Leave: 25 days on appointment increasing to 30 after 5 years, plus public holidays and privilege day.
• Civil Service pension schemes.
• Training and development opportunities.
• Employee-run networks.
• Family friendly policies and flexible benefits.

Application Process

We will assess your experience via CV or Work History and Statement of Suitability. Please tell us why you are suitable for this role, demonstrating transferable skills, knowledge and experience as outlined in the job description. Interview dates expected late May/early June 2026. Behaviours assessed: Seeing the Big Picture, Communicating and Influencing, Managing a Quality Service. Strengths and technical questions will also be assessed.

For any enquiries, please call [contact hidden] or email [Employer hidden — sign up to reveal] quoting job reference 17013.