Role Title

People Development Lead

Job family group

Organisational Support

Job family

Grade

HEO

Status

For internal use

Role Purpose

This is a line management role which will assume responsibility for each cohort of new learners whilst they pass through the People Development function in National Services, ensuring they have the excellent people skills and knowledge needed to deliver an accessible and inclusive service to HMCTS’s diverse users. The role will focus on the short to medium term needs of the learners and will work with the Operations teams to transition learners and new employees into the business.

Key Accountabilities

• Provide day-to-day management of learners whilst in their onboarding stage of induction training and liaise with ‘end-state’ line manager on pastoral issues prior to hand-off/sign-off into business-as-usual National Services teams, embedding the new culture and way of working for National Services.

• Manage and support the team of People Development Coaches, providing opportunities for them to practice and develop their skills and keep their business knowledge and people training skills up to date. Coach the Coaches in improving their own performance.

• Help the People Development Coaches to monitor and test learners against quality and productivity standards and provide access to learning /coaching resources where needed. Sign-off learners or recommend repeat of learning stage, ensuring that the skills and knowledge of individuals meets the required standard to meet user expectations.

• Ensure any National Services specific training content is maintained and update with changes to processes or new business.

• Liaise with Workforce Management team to ensure details of new and existing learners’ skills are maintained in the skills matrix, to ensure staff are allocated appropriate work, and service delivery to users is maintained and improved.

Knowledge, Skills and Experience

• Leadership skills - to visibly demonstrate and embed the new culture and ways of working for National Services in delivering service improvements to the end user.

• People management skills - to empower team members to take personal responsibility for their own personal impact and development.

• Knowledge of, or willingness to learn, HMCTS policies and people management processes for both learners and for Development Team coaches under their management, including performance management, attendance management, grievance and disciplinary policies - to ensure compliance and team effectiveness.

• Business-specific knowledge (or willingness to learn) and experience - to be able to coach and advise learners on improvement in specific business areas and maintain focus on service user’s needs.

• CIPD qualification in training & L&D delivery (preferable).

• People and communication skills - to be able to coach learners in increasing effectiveness in handling 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, or willingness to learn learning resources and solutions to recommend to learners - to maintain or increase their effectiveness.

• Coaching skills - to be able to coach both learners and Development Coaches in improvements towards personal effectiveness and increased user satisfaction with HMCTS service.

Problem Solving and Decision Making

This role will decide on individual learning needs and develop strategies and tailoring plans to help learners reach competence, also assessing quality and accuracy of work of both the learners and the Development Trainers and Coaches, against set criteria.

Management of Resources

During People Development stages, will manage learners’ activity, productivity and performance. Will also line manage permanent and seconded Development Coaches and Trainers.

Autonomy

The role holder will follow professional and technical guidelines but will use discretion in the application of these. Supervision for this role will be remote. The role holder may be responsible for a geographically split team.

Key Relationships and Contacts

This role will coach and develop individuals in specific business areas and general user-facing skills. Work with Team leaders, Development Leader and Heads of Operations on delivery plans. On occasion there will be a need to influence and persuade at lower levels.

• Team leaders - to discuss new and ongoing development needs for staff and teams at National Services and gathering information on effectiveness of people development activities.

• Trainers (for induction training) - ensuring compliance with national and CTSC specific requirements for Induction.

• National Services staff / People Development learners - gathering information on effectiveness of people development activities.

• National Services service users - contact will be incidental to the role holder’s role in training and coaching learners in their interactions with the public and will be the provision of information and guidance to users.