Digital Support Advisor

This role sits within the User Inclusion Team. The purpose of this team is to improve Access to Justice by enabling HMCTS to design and deliver inclusive services and support for vulnerable users. We do this through:

• Providing a cross jurisdictional strategy to designing and delivering inclusive services and support for users.


• Designing, testing and iterating solutions to remove access to justice barriers and meet user support needs.


• Facilitating a forum for public user engagement, so feedback and insight can inform strategy, design and delivery.


• Providing Subject Matter Expert (SME) advice on inclusion, vulnerability and equality., As we move our services online it is important that we ensure all users can still access justice. The User Inclusion team do this by delivering the HMCTS Digital Support Service for users who want to use the digital channel but need help to do so. The role holder will report to the Digital Support Service Manager and be part of the service management team. The Digital Support Service which is being provided by We Are (WA) Group. We are currently onboarding the remaining reformed services with digital support.


You can read more about the service here: Fact sheet: National digital support service - GOV.UK (www.gov.uk),
• Complete call listening of both Courts and Tribunals Service Centres (CTSC) and WA Group calls to ensure the quality of service provided is to a high standard.


• Provide support with other quality assurance processes such as data monitoring.


• Work with WA Group to arrange quality assurance site visits to partners delivering the Digital Support service.


• Compile reports based on trends and insight from quality assurance findings.


• Engage and feedback on opportunities to improve processes and performance between WA Group and HMCTS.


Project Support

• Support the Digital Support Deputy Service Manager and Digital Support Contract Manager on key HMCTS issues impacting on the roll out of the Digital Support Service.


• Support with secretariat duties for internal and external meetings such as scheduling invites, sharing agendas, minute taking and monitoring actions from minutes taken.


• Support team to monitor and track project plans.


Communication and Engagement

• Dealing with stakeholders at all levels to present findings using visual and verbal presentational skills.


• Maintain and actively take forward communication planning for the Digital Support Service.


CTSC and Digital Support Champions

• Main point of contact for the Digital Support champions in CTSC to support them to do call listening, escalate issues with the service and embed training for CTSC teams.


• Main point of contact for CTSC teams for Digital Support queries.


• Update Digital Support Learning and other materials for CTSC staff., The MoJ 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 MoJ 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.


Some roles will not be suitable for Hybrid Working. Similarly, Hybrid Working will not suit everyone's circumstances. Arrangements will be discussed and agreed with the successful candidate(s) and subject to regular review.

For nationally advertised roles, the successful candidate(s) will be appointed to a MoJ office location, which may include their nearest Justice Collaboration Centre or Justice Satellite Office. This will be discussed and agreed on the completion of pre-employment checks.

Some of MoJ's terms and conditions of service are changing as part of Civil Service reform. The changes will apply to staff joining MoJ who are new to the Civil Service. Staff joining MoJ from other civil service employers will transfer onto the new MoJ terms if they are already on 'modernised' terms in their current post or onto 'unmodernised' MoJ terms if they are on 'unmodernised' terms at their current post. Details will be available if an offer is made.

MoJ candidates who are on a specialist grade, will be able to retain their grade on lateral transfer.

All candidates who are currently in receipt of Mark Time / Pay Protection should ensure they are familiar with the new policy on permanent and temporary promotion which can be found on the employee intranet.

Flexible working hours

The Ministry of Justice offers a flexible working system in many offices. Standard full time working hours are 37 hours per week. MoJ welcomes part-time, flexible and job-sharing working patterns, where they meet the demands of the role and business needs. All applications for part-time, flexible and job-sharing working patterns will be considered in accordance with the MoJ's Flexible Working policy.,
• You've been serving overseas with HM Forces or in some other official capacity as a representative of HM Government


• You were studying abroad


• You were living overseas with parents


In such cases you will need to be able to provide referee cover for the period(s) of residence overseas. The duration of overseas residence and the country of abode will also be taken into account.
Success Profiles

We are looking for a highly motivated individual whose responsibilities will include,
• Experience of using evidence to improve service delivery through quality assurance.


• Experience of working across multiple teams to deliver a shared goal.


• Experience of liaising and co-ordinating activity across teams.


• Experience of delivering against tight timescales.


• Articulate and present information and data clearly in writing, visually and verbally.


• Strong Word, Excel and PowerPoint skills.


Desired Skills & Criteria:

• Ability to understand how the service fits into a broader organisational context and constraints.


• Experience of working to design or deliver services for people with accessibility and inclusion needs.


• Experience of working with contact centres.


• Experience in third sector/advice organisations.


Location of Post:

The successful candidate will be required to travel to London, however base location can be flexible. Regular travel to other HMCTS sites and our contractor (WA Group) base in Coventry may also be required. In line with the department's policies, travel and substance and, where appropriate, overnight accommodation will be available in line with organisational policies., To apply for roles in MOJ you will need to confirm your employment history for at least 3 years prior to the date of application so that pre-employment checks (BPSS) can be undertaken. If you have spent significant time abroad (a total of 6 months in the past 3 years) you would be required to give a reasonable account of the reasons why.

For some roles you will be required to successfully complete National Security Vetting at Counter Terrorism (CTC), Security Clearance (SC) or Developed Vetting (DV) level as a condition of appointment. To meet CTC/SC/DV requirements you will normally need to have been resident in the UK for at least 3/5/10 years prior to the date of application (The level of checks that are required are stated in the advert).

His Majesty's Courts and Tribunals Service (HMCTS) is an Executive Agency of the Ministry of Justice (MoJ) and provides the supporting administration for the judiciary across England and Wales. HMCTS is coming to the end of a large-scale reform program, which aimed to create a system that is proportionate and accessible and that better meets the needs of the people it serves.

The User Experience and Insight (UE&I) division at HMCTS is focused on designing and improving our Courts and Tribunal services around the needs of our users - ensuring our services are accessible, easy to use, digital (where necessary and appropriate) and well supported for all users. UE&I is a cross cutting division which provides tools and support to the organisation to deliver against our core design principle of being user led. The team supports the delivery of change projects and improvements to live services. The team works closely with projects to provide best practice and consistent design, deliver cross-cutting projects for services, working closely with teams across the organisation to deliver.

The national salary range is £32,827 - £35,678, London salary range is £37,174 - £40,403. Your salary will be dependent on your base location, The MoJ offers a range of benefits:

Annual Leave

Annual leave is 25 days on appointment and will increase to 30 days after five years' service.

There is also a scheme to allow qualifying staff to buy or sell up to three days leave each year. Additional paid time off for public holidays and 1 privilege day. Leave for part-time and job share posts will be calculated on a pro-rata basis.

Pension

The Civil Service offers a choice of pension schemes, giving you the flexibility to choose the pension that suits you best.

Training

The Ministry of Justice is committed to staff development and offers an extensive range of training and development opportunities.

Networks

The opportunity to join employee-run networks that have been established to provide advice and support and to enable the views of employees from minority groups to be expressed direct to senior management. There are currently networks for employees of minority ethnic origin, employees with disabilities, employees with caring responsibilities, women employees, and lesbian, gay, bisexual and transgender employees.

Support

• A range of 'Family Friendly' policies such as opportunities to work reduced hours or job share.


• Access to flexible benefits such as voluntary benefits, retail vouchers and discounts on a range of goods and services.


• For moves to or from another employer or moves across the Civil Service this can have implications on your eligibility to carry on claiming childcare vouchers. You may however be eligible for alternative government childcare support schemes, including Tax Free Childcare. More information can be found on GOV.UK or Childcare Choices. You can determine your eligibility at https://www.childcarechoices.gov.uk/.


• Paid paternity, adoption and maternity leave.


• Free annual sight tests for employees who use computer screens.


Working for the Civil Service

The Civil Service Code 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. Should you feel that the recruitment process has breached the recruitment principles you are able to raise a formal complaint in the following order

• To Shared Service Connected Ltd (Monday to Friday 8am - 6pm) or e mail Moj-recruitment-vetting-enquiries@gov.sscl.com);


• To Ministry of Justice Resourcing team (resourcing-management-office@justice.gov.uk);


• To the Civil Service Commission (details available here)


The Civil Service embraces diversity and promotes equal opportunities. As a Disability Confident employer, MoJ are committed to providing everyone with the opportunity to demonstrate their skills, talent and abilities, by making adjustments throughout all elements of the recruitment process and in the workplace. MoJ are able to offer an interview to disabled candidates who meet the minimum selection criteria, except in a limited number of campaigns., Communicating and Influencing
Working Together
Changing and Improving
Strengths may also be assessed at interview but these are not shared in advance.

A Great Place to Work for Veterans

The "Making the Civil Service a Great Place to work for veterans" initiative includes a guaranteed interview scheme to those who meet the minimum criteria to provide eligible former members of the Armed Forces with opportunities to secure rewarding jobs. Allowing veterans to continue to serve their country, and to bring highly skilled individuals with a broad range of experience into the Civil Service in an environment, which recognises and values your previous service in the Armed Forces.
For further details about the initiative and eligibility requirements visit : https://www.gov.uk/government/news/making-the-civil-service-a-great-place-to-work-for-veterans

Redeployment Interview Scheme

Civil Service departments are expected to explore redeployment opportunities before making an individual redundant. The MoJ are committed, as part of the Redeployment Interview Scheme, to providing opportunities to those who are 'at risk of redundancy'.