Reference number Role Profile ID Job Title Development

Reference number Role Profile ID Job Title: Development Coach Role Purpose : This role will be responsible for the ongoing, onboarding, training that new members of staff receive when joining CTSCs, or that staff need when moving to new duties, ensuring they develop and demonstrate the skills and knowledge to deliver an inclusive and accessible service to diverse users. The role will focus on the needs of the learners. HMCTS is responsible for the administration of courts and tribunals across England Wales and non-devolved tribunals in Scotland Northern Ireland for supporting an independent judiciary to administer and improve Role Specific Details Business Area CTSC Operational Support evidence-led performance management key to its operations. HMCTS is embarking on a period of significant Working Pattern Full Time (Part Time/Job Share to be considered) change which will see the organisation transform over the next 5 years to deliver a world class justice system. Location (Region, City) Birmingham / Stoke Our vision is to have an efficient and effective courts and tribunals system which enables the rule of law to be Grade D upheld, and provides access to justice for all. Our Courts and Tribunal Service Centres (CTSCs) will provide the Organisation Grade for MOJ EO Salary (Starting) £ 22, 566/£ 21, 170 Role Type Training / Development access to justice. The organisation has a strong emphasis on delivery and a strong customer-focus, with first point of access for all users of courts and tribunals, ensuring that all cases are dealt with efficiently and effectively, providing a quality service and an outstanding user experience. They will be places where user queries are dealt with fully, cases are progressed in a timely manner and will ultimately provide the administrative backbone of the courts and tribunals system. Our inclusivity commitment: We aim to create an inclusive organisation in which employees from all backgrounds can give their best, are treated fairly and are valued for their contribution. The Civil Service aims to be the UK’s most inclusive employer. HMCTS is proud to offer the guarantee interview scheme (GIS) for candidates with disabilities who meet the minimum selection criteria in support of this aim.

Development Coach Reference number Job Family People Job Sub-Family/Group Continuous Improvement, Human Resources Grade Level Band D (EO) Role Purpose This role will be responsible for the ongoing onboarding training that new members of staff receive when joining CTSC, or that staff need when moving to new duties, ensuring they develop and demonstrate the skills and knowledge to deliver an inclusive and accessible service to diverse users. The role will focus on the short to medium term needs of the learners. Key Accountabilities • Coach and develop learners, using blended learning approach, during ‘onboarding’ People Development (ie after the initial 10 -day Induction training stage) and through to hand-off into business as usual CTSC teams, ensuring that through the competency curve they build the requisite basic knowledge, skills and confidence to work in CTSC, delivering customer/user service excellence in whichever jurisdiction they will be working • Liaise with Development Team Leader on day-to-day management and pastoral issues of learners whilst in People Development • Work with learners on a 1 -2 -1 basis to improve performance and help them assess heir own performance and access the learning solutions that can help them progress. • Monitor and test learners against quality and productivity standards, and provide access to learning /coaching resources where needed, to ensure learners know what they need to know and how to interact with customers/users effectively and efficiently, improving the service that is delivered • Ensure all new CTSC employees are trained to the required standard before moving into the next stage of the People Development stage and sign-off learners or recommend they repeat a learning stage, to ensure consistent delivery of service to users and ensuring that the skills and knowledge of individuals meets the required standard to meet user expectations • Maintain knowledge of the learning tools and solutions available to help learners develop and direct learners to these when necessary, and if necessary, work through these with the learner. • Support individuals and groups performance delivery to improve performance and meet KPIs and increase user confidence in CTSC service delivery • Liaise with Development Team Lead and Team Leaders on decisions regarding learners capability and competence and feed into decisions regarding performance improvement. Knowledge, Skills and Experience • • • Key Relationships / Contacts This role will coach and develop individuals in specific business areas and general customer/user facing skills. Work with Team leaders, Strategy owner and Heads of Operations on delivery plans, liaise with Workforce management team to ensure skills matrix is updated with details of new skills for CTSC staff. There will be some requirement to persuade and influence at lower levels • • • Team leaders – to discuss new and ongoing development needs for staff and teams at CTSC and gathering information on effectiveness of people development activities People Development Strategy Manager – discussions re direction of Development and implementation of new initiatives Trainers (for induction training) – sharing information on learners being handed over CTSC staff / People Development learners – gathering information on effectiveness of people development activities Workforce management team – to ensure details of new skills are entered onto skills matrix Strengths Explainer Change Agent Service Learner Enabler Emotionally Intelligent Complexity Descriptors Provide Leadership to the learners, visibly demonstrating and embedding the new culture and ways of working for CTSC in delivering service excellence across all CTSC jurisdictions Business-specific knowledge and experience to be able to coach and advise learners on improvement in specific business areas Problem solving CIPD or internal qualification in coaching and training practice People and communication skills to be able to coach learners in increasing effectiveness in handling customer/user queries by telephone, email or webchat (etc) Ability to judge capability, competence and potential in learners and adapt approach for different learners to ensure best learning environment. Knowledge of learning resources and solutions to recommend to learners Management of resources Coaching skills to be able to help learners understand take responsibility for their own development, to support them in doing so and to provide guidance where necessary Knowledge of HMCTS and CTSC service standards to be able to measure learner’s performance against these and provide support to improve where needed. Flexibility and adaptability in working to tailor coaching style to learners needs while still meeting business requirements Resilience and authority to be able to manage learners effectively, sometimes in challenging situations Autonomy This role will make decisions on learners competence in specific subjects and overall ability, measuring them against set criteria – have they reached the correct standard and if not, what is needed to help them reach that stage? The decisions will determine if a learner is able to move to the next stage of training or repeat any learning in order to move on. Policies and guidelines are available to help the role holder make these decisions. The role holder will be dealing with classroom based issues, eg learner’s queries, pace of learners progress eg remedial training managing concerns and anxieties None – will feed into management of learners to People Development Team Leaders There is some scope for the role holder to exercise independent action in the way that they coach learners but this will be restricted by the processes, policies and procedures for HMCTS and CTSC 40

Reference number The key behaviours for the role are: • Working together • Developing self and others • Communicating and influencing • Delivering at pace Further information and guidance can be found in your candidate pack. Apprenticeships: At HMCTS we are committed to developing our people. If you are successful in securing this role you may also be given the fantastic opportunity to complete an apprenticeship and gain a nationally recognised qualification whilst being paid, at no cost to yourself. CTSC ways of working: Our vision for the future would be to operate between the hours of 8 am-8 pm Monday to Friday and 8 am – 2 pm on Saturdays. We are likely to need flexible shift patterns and rotas to enable us to have the appropriate level of cover during these hours. The introduction of these is still subject to further discussion and any implementation will be subject to consultation at the appropriate time. ’ Role Profile ID