Development Coach – Newport

Job Overview

Proud to serve. Proud to keep justice going.

The Development Coach plays a critical role in the learning and training of new starters. This role enables you to demonstrate and develop your coaching and leadership skills while helping new staff deliver excellent administrative support and customer service to service users, mediators, the judiciary, and management.

Responsibilities

• Lead ongoing onboarding training for new staff and for those moving to new duties, ensuring they develop the skills and knowledge to deliver an inclusive and accessible service to diverse users.
• Focus on the short‑ to medium‑term learning needs of the learners.
• Embed the culture and ways of working for National Services, driving service excellence across all jurisdictions.
• Coach staff to improve effectiveness in handling customer/user queries by telephone, email, or webchat.
• Assess learners’ capability, competence, and potential, adapting the coaching approach to create an optimal learning environment.
• Recommend learning resources and solutions to support staff development.
• Measure and provide feedback on learners’ performance against HMCTS and National Services service standards.
• Maintain resilience and authority when managing learners, especially in challenging situations.

Required Skills and Experience

• Leadership skills to visibly demonstrate and embed the national service culture.
• Business‑specific knowledge and experience to coach and advise learners on improvement in specific business areas.
• Experience or qualification in coaching and training practice (CIPD or internal qualification desirable).
• People and communication skills to coach learners on customer service queries.
• Ability to judge and adapt to different learners’ needs for optimal learning outcomes.
• Knowledge of learning resources and solutions.
• Coaching skills to enable learners to take responsibility for their own development.
• Knowledge of HMCTS and National Services service standards.
• Flexibility and adaptability, managing a tailored coaching style while meeting business requirements.
• Resilience and authority to manage learners in challenging situations.

Training and Development

External applicants will be required to complete a service line training academy.

Benefits

• Annual leave: 25 days on appointment, increasing to 30 days after five years’ service.
• Leave buy/sell scheme allowing qualifying staff to add or remove up to three days each year.
• Paid public holidays and an additional privilege day.
• Pro‑rated leave for part‑time and job‑share posts.
• Pension: choice of Civil Service pension schemes.
• Extensive training and development opportunities offered by the Ministry of Justice.
• Access to family‑friendly policies, flexible benefits, and child‑care vouchers or alternative support.
• Paid paternity, adoption, and maternity leave.
• Free annual eye tests for employees who use computer screens.

Eligibility and Equality, Diversity & Inclusion

• Open to UK nationals, Republic of Ireland nationals, Commonwealth nationals with right to work, EU, Switzerland, Norway, Iceland or Liechtenstein nationals with settled or pre‑settled status, and others listed in the Nationality Rules.
• Priorities and support for disabled candidates, veterans, and other protected groups as per Civil Service commitments.

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