Operations Team Leader (Ref: 18515)
Job summary
This position is based at 10 South Colonnade, Canary Wharf, London, E14 4BB, NationalJob description
The Parole Board is an independent court-like body that is responsible for carrying out risk assessments on prisoners to determine whether they can be safely released into the community. We do that with great care and public protection is our top priority.
The Parole Board is an executive non-departmental public body, sponsored by the Ministry of Justice. Staff who work for the Parole Board Secretariat are Public Servants and not Civil Servants.
We are recruiting for 3 Higher Executive Team Leader roles. Candidates will be asked to provide their preference of role at point of interview and this will be taken in to consideration when roles are allocated to successful candidates.
Job Title
HEO – Team Leader: Listings, End to End Case Management and IPP Taskforce
Department
Operations
Team
• End to End Case Management
• Listings
• IPP Taskforce
Job Grade
Grade HEO
(Higher Executive Officer)
Number of Posts
1
Reports to
Senior Operations manager
Job Purpose
An exciting opportunity has arisen in the Operations Hub at the Parole Board for various HEO Team Leader roles. These roles will be within Regional Case Management, IPP Taskforce and Listings:
End to End Case Management Team Leader:
As HEO team leader for the End-to-End Case Management team, the post holder is responsible for ensuring the timely and efficient progression of parole reviews in line with business KPIs. Working closely with other HEO team leaders across the Operations directorate, the post holder will need to be an advocate for change as you will play a key role in the implementation of the operating model and provide continuous improvement to ensure the effectiveness and compliance of case management processes.
The HEO End to End Case management team leader role carries responsibility for operational delivery and performance, including the preparation and planning of Paper hearing (Member Case Assessment – MCA) and Oral hearings (OH), oversight of the case management team, and delivery of auxiliary operational functions.
This includes driving and embedding delegated authority under Rule 4; supporting case managers to provide enhanced case management support to members
Listings Team Leader
The Listings Team Leader is responsible for overseeing the listing and scheduling of prisoner’s reviews in line with the Listings Prioritisation Framework, helping ensure a timely and effective review for prisoners who are eligible for Parole.
The post holder works closely with the Workload Allocation Team to ensure fair and equitable distribution of work to Parole Board Members. The post holder will be instrumental in the development of any workload allocation tools or processes going forwards.
The post holder applies strong knowledge of relevant policies and procedures to lead high-quality delivery, using data and insight to inform decision-making. They build effective relationships with Parole Board members, staff, and stakeholders, manage risks and change proactively, and work closely with the Senior Operations manager, internal and external stakeholders to drive continuous improvement in operational performance. The post holder will also collaborate with the Capability team to list cases in a way that supports the training and development of Parole Board members.
IPP Taskforce Team Leader
As HEO team leader for the IPP taskforce, the post holder is responsible for ensuring the timely and efficient progression of parole reviews in line with business KPIs. Working closely with other HEO team leaders across the Operations directorate, the post holder will need to be an advocate for change as you will play a key role in the implementation of the operating model and provide continuous improvement to ensure the effectiveness and compliance of case management processes.
The IPP Taskforce was established to closely monitor and progress IPP/DPP cases following changes introduced by the Victims and Prisoners Act 2024. It is piloting the Board’s Operating Model to test different case management approaches, strengthen stakeholder engagement, and enhance collaboration with Parole Board members. The Taskforce consists of two operational case management teams delivering end-to-end management of IPP cases from MCA through to Oral Hearing. Each case manager is assigned a specific IPP cohort and is responsible for MCAs, Oral Hearings, and IPP licence termination applications. The Taskforce provides enhanced case management to progress IPP recalls, subsequent reviews of recalls, and never released IPP cases from initial referral, actively managing complex matters to reduce adjournments and deferrals and improve parole timeliness.
With the expansion of delegated authority under Rule 4 of the Parole Board Rules, the Taskforce will act as an early adopter—role modelling how delegated decision-making can operate before wider implementation across Operations casework teams
Scope of Responsibilities:
The post holder is responsible for delivering the efficient, high-quality case management in line with the Parole Board’s strategic objectives.
• Line management responsibility for a medium-large sized team; including HR related matters, performance management, absence management and recognising and driving talent.
• Ensure team provide effective secretariat support for MCA and Oral hearings, ensuring KPIs are met.
• Continued support for the integration of Member Case Assessment and Oral Hearing processes to strengthen end-to-end delivery and operational efficiency.
• Monitor staff performance, monitor data, and implement improvements to maintain consistency and compliance; and cost-effectiveness.
• Ensure that the escalations for outstanding directions are actioned promptly and to ensure that the case managers are utilising the escalation process in line with guidance.
• Undertake Quality Assurance (QA) case management dip sampling for all case managers.
• Conduct one-to-one meetings with case managers to discuss well-being and performance using the structured ‘one-to-one' template: Well-being checks, HR-related matters, KPIs, Performance, QA checks and feedback.
• Build and maintain strong relationships with Parole Board members, staff, and stakeholders.
• Support staff onboarding, staff training, and development, and lead team through operational change.
• Prepare and represent case work at operational forums and ensure adherence to policies and guidance.
• Collaborate with Operational team leaders, Senior Operations managers and Capability team to ensure case management guidance processes are reviewed and updated accordingly.
• Provide cover for Senior Operations manager and peer team leaders.
• Actively and positively assisting with new projects and changes to processes.
Primary Deliverables
• To ensure team work efficiently in assisting the parole process and providing support to our decision makers.
• Provide leadership and direction to team through clear objectives and how these should be achieved.
• Consistent QA of team's case work, with regularly feedback to the Senior Operations managers during one-to-one meetings.
• Review cases to ensure that they progress as they should.
• Manage outstanding directions required for the progression of prisoner’s cases; this involves liaising with relevant stakeholders to obtain these, then escalating to your Senior Operations Manager as needed.
• Drive performance through assisting those that need support but also identifying those members of staff with potential and seek to develop them.
Person Specification
• Demonstrate strong collaborative skills, working effectively with colleagues to deliver the new operating model.
• Able to provide confident, informed support to case managers, enabling them to undertake enhanced case management through delegated authority and ensuring equitable distribution of workload across the team.
• To make complex, informed, and justified case management decisions under delegated authority, applying sound judgement to support high‑quality casework.
• Show a clear understanding of organisational priorities, maintaining awareness of Parole Board business activities and aligning their team’s work to meet the objectives set out in the Business Plan.
• Build and sustain positive professional relationships with Parole Board members, ensuring they feel supported to deliver rigorous, fair, and timely risk assessments.
• Possess strong performance‑management capability, with the ability to monitor, interpret, and review key performance indicators related to the timeliness and effectiveness of Parole Board reviews, and to lead teams to consistently meet performance expectations.
• Work effectively across Operations directorate, contributing to business change initiatives and promoting improvements in operational performance and efficiency.
• Engage confidently with internal and external stakeholders, fostering productive relationships that support improved performance and collaborative working.
• Able to represent the team professionally, contributing thoughtfully and proactively to relevant forums and ensuring the team’s interests and insights are articulated clearly.
Essential
• Experience managing high caseloads and experience working in evolving teams in an operational setting.
• Demonstratable ability to provide clear direction and delivering change aligned with business priorities.
• Exercises resilience and remain focused and positive under complexity and uncertainty.
• Ability to follow and apply processes, policies, and guidelines.
• Confidence in supporting others through change.
• Experience in communicating with internal and external colleagues at all levels.
• Active team player, and ability to work independently on own initiative.
• Ability to make complex and well-informed, effective decisions.
• Proven experience of following processes and applying policies, and guidance.
• Confident in using IT systems (Excel, Teams, Word, PowerPoint) to analyse and report data and trends.
• Resilient, able to remain focused and positive under complexity and uncertainty.
• Competent in conducting challenging conversations professionally, following protocols and escalation processes.
Desirable
• Knowledge and understanding of the Parole Process
• Proficient knowledge of PPUD (Public Protection Unit Database)
• Experience in managing and leading a team
• Experienced in change management or continuous improvement
Main Duties:
Team Management
• Manage the teams’ performance and delivery, ensuring that effective secretariat support is provided to Parole Board members, whilst maintaining the prisoner’s right to a fair and timely hearing.
• Continued support for the integration of Member Case Assessment and Oral Hearing processes to strengthen end-to-end delivery and operational efficiency.
• Ensure the team provides effective secretariat support for MCA and Oral hearings, ensuring KPIs are met.
• To ensure team are working in line with business plan targets.
• To take a proactive and positive approach to changes brought about by legislative or organisational change.
• Ensure team is regularly kept abreast of key updates and developments.
• Lead and develop operational team, including supporting with onboarding and training.
• Coach, and mentor staff, ensuring consistent capability development and effective succession planning across own team.
• Ensure that the excellence and achievements of staff are recognised and accurately reflected at timely performance monitoring reviews.
• To confidently manage any attendance and performance issues in a timely manner, in line with Parole Board policies and procedures.
• Conduct challenging conversations professionally with staff and members, ensuring adherence to operational protocol consulting line manager where necessary.
• To ensure that the case managers are utilising the escalation process in line with guidance and where outstanding directions are escalated to the team leader, these are actioned promptly – escalating to Senior Operations manager as needed.
• To provide support and guidance to case managers on undertaking enhanced case management through delegated authority and ensuring equitable distribution of workload across the team.
Operational Delivery
• Drive the integration of Member Case Assessment and Oral Hearing processes to strengthen end-to-end delivery and operational efficiency.
• Work closely with other team managers to ensure the Operations Hub is working cohesively and cover is provided, as required.
• Ensure that all matters escalated to the team leader are dealt with promptly using a solution-focused approach.
• Complaints and feedback relating to team to be addressed and escalated to Senior Operations manager where appropriate.
• Take a positive approach to change as required by business need and lead your team through any proposed changes.
• Conduct one-to-one meetings with case managers to discuss well-being and performance using the structured ‘one-to-one' template: Well-being checks, HR-related matters, KPIs, Performance, QA checks and feedback.
• Staff performance outcomes to be aligned to Performance Monitoring reviews.
• Undertake responsibilities in line with current legislation and Parole Board policies.
• Proactively monitor and progress the extended-duration cases (Aged cases) acting as a key report to your Senior Operations manager.
• Provide operational support to senior managers as required.
• To make complex, informed, and justified case management decisions under delegated authority, applying sound judgement to support high‑quality casework
• Explore opportunities to use artificial intelligence (AI) and other technologies to complete simple administrative tasks, supporting effective workload management.
Stakeholder Management
• Develop positive relationships with Parole Board members ensuring they are supported to make effective risk assessments that are rigorous, fair, and timely.
• Develop positive relationships with stakeholders including Public Protection Case work Section (PPCS) and others, to ensure that they understand the shared goal of delivering effective parole reviews.
• Attend and contribute to any internal and external stakeholder meetings where appropriate.
• Collaborate with team leaders and Senior managers across the Operations directorate to ensure an aligned approach to promote and increase knowledge and understanding.
• Provide feedback and meeting notes for any projects where the team leader is the single point of contact or representative for the Operations Hub.
• Represent team interests as required and appropriate e.g., at meetings in an operational forums and meeting.
Personal
• To complete all Mandatory Civil Service-Learning courses and look to develop yourself utilising other learning resources available.
• Respond to all emails and telephone enquiries promptly and professionally, providing knowledge and advice where required.
• To provide cover for the line manager, including attending any required meetings in the absence of the line manager.
• Ad hoc duties as directed by line manager or senior leaders, where necessary.
Person specification
Please refer to Job DescriptionBehaviours
We'll assess you against these behaviours during the selection process:
- Leadership
- Seeing the Big Picture
- Changing and Improving
Benefits
Alongside your salary of £32,483, Parole Board contributes £9,410 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.- Access to learning and development
- A working environment that supports a range of flexible working options to enhance your work life balance
- A working culture which encourages inclusion and diversity
- A Civil Service pension with an employer contribution of 28.97%
- Annual Leave
- Public Holidays
- Season Ticket Advance
For more information about the recruitment process, benefits and allowances and answers to general queries, please click the below link which will direct you to our Candidate Information Page.
Link: https://justicejobs.tal.net/vx/candidate/cms/About%20the%20MOJ
Things you need to know
Artificial intelligence
Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.Selection process details
This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths and Experience.https://justicejobs.tal.net/vx/candidate/cms/About%20the%20MOJFeedback will only be provided if you attend an interview or assessment.
Security
Successful candidates must undergo a criminal record check.People working with government assets must complete baseline personnel security standard (opens in new window) checks.Nationality requirements
This job is broadly open to the following groups:
- UK nationals
- nationals of the Republic of Ireland
- nationals of Commonwealth countries who have the right to work in the UK
- nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
- nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
- individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
- Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service
Working for the Civil Service
The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.
Diversity and Inclusion
The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see theCivil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).Apply and further information
This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.Contact point for applicants
Job contact :
- Name : SSCL Recruitment Enquiries Team
- Email : moj-recruitment-vetting-enquiries@resourcing.soprasteria.co.uk
- Telephone : 0345 241 5359
Recruitment team
Further information
Appointment to the Civil Service is governed by the Civil Service Commission’s Recruitment Principles. If you feel a department has breached the requirement of the Recruitment Principles and would like to raise this, please contact SSCL (Moj-recruitment-vetting-enquiries@gov.sscl.com) in the first instance. If the role has been advertised externally (outside of the Civil Service) and you are not satisfied with the response, you may bring your complaint to the Commission. For further information on bringing a complaint to the Civil Service Commission please visit their web pages: http://civilservicecommission.independent.gov.uk/civil-service-recruitm…https://jobs.justice.gov.uk/careers/JobDetail/18515?entityId=18515
Salary range
- £32,483 - £41,836 per year