29378 - Service Desk Support Manager
Overview of the job
NOMS Co-Financing Programme is a large-scale national employability programme working across all Prisons, National Probation Service (NPS) and Community Rehabilitation Companies (CRCs). The joint funding structure of the programme necessitates dual governance arrangements to satisfy requirements of both NOMS and the European Union (EU). The programme combines activity, funding and governance across all programme delivery areas for NOMS and as such the post holder requires detailed knowledge of and effective links to the majority of departments across NOMS, Youth Justice Board and MoJ. The EU element requires the post holder to have effective links to policymakers and delivery agencies across DWP, Department of Health, Skills Funding Agency and local authorities. The post holder will be required to assist the Service Desk Manager with both the Data Integrity (DI) and Service desk (SD) to ensure they conform to the Quality Management System (QMS) across the project ensuring that both NOMS CFO and Provider contracts conform to these principles to limit risks around approximately £260million of Contracts and Match Funding.
To work 100% on ESF funded projects.
The job holder reports to the Servicedesk Manager and through them to the CFO Quality Assurance Manager.
The post falls under HQ but is based in the North West (Daresbury Park, Warrington).
Travel will be required across all Provider regions in England (9) on a regular basis.
The post is Non-operational.
There are no line management responsibilities.
Summary
The post holder will assist in the quality checking of provider documentation to support outcome payments and in the production of statistical and MI reports through means of data/export and manipulation.
The post holder will support the Servicedesk (SD) and Quality teams.
To provide project support for NOMS CFO by assisting with the smooth running of the Servicedesk.
Ensure all calls are handled in an appropriate manner, within agreed timescales and support the manager to ensure that the Team is utilised to good effect.
Ensure the Quality of Evidence submitted by providers and entered onto CATS+ system conforms to NOMS CFO Quality Specifications and guidelines.
Ensure that all CATS + records are correct against evidence submitted by providers.
Assist the SD Manager to ensure that the data held in the databases is of the highest of standards, and highlight any amendments to the database that could be beneficial.
Assist with the Provision of high-level technical assistance and decision making to the
SD team, providing processes, systems, explanations or descriptive support. Decisions, processes and systems put in place by the QA Manager, are then relayed to the SD team and to any NOMS CFO staff or external customers experiencing difficulties or confusion with any data integrity or management information issues and procedures.
Requires an in-depth, comprehensive and specialist knowledge of the rules and regulations surrounding external funds, especially those associated with the European Social Fund
The duties/responsibilities listed above describe the post as it is at present and is not intended to be exhaustive due to the nature of ESF Funded Projects. The Job holder is expected to accept reasonable alterations and additional tasks of a similar level that may be necessary. Significant adjustment may require re-examination under the Job Evaluation scheme and shall be discussed in the first instance with the Job holder.
Responsibilities, Activities & Duties
You will be required to carry out the following responsibilities, activities and duties:
Ensure that own knowledge/expertise remains current and that any training and development activity reflects NOMS policy, best practices and any underpinning legislation, standards or regulations.
Allocation of work to the team and managing deadlines in line manager’s absence.
Perform management checks on all work completed by the Servicedesk team on CATS+ and highlight any errors to line manager.
Assist with QA checking if required by QA Manager.
Assist with training sessions for individual members of the team to improve quality and monitor improving accuracy rates.
Monitor the CFO Servicedesk inbox and ensure all emails are correctly logged as calls and answered within the correct timescale, keeping the line manager fully informed of any issues.
Assist line manager with answering Servicedesk referrals, following the direction given by line manager.
Manage the NOMS CFO Asset management process.
Assist with testing CATS+ system updates before they are implemented.
Write up new Processes or amend existing ones following guidance from line manager.
Participate in the production of CATS+ update bulletins.
Report any breech of data security to line manager immediately for appropriate action to be taken.
Assistance in the production of statistical reports, from data collection, basic analysis, writing and distributing.
Ability to demonstrate an awareness of the national, local policies and strategies with regard to race relations, equal opportunities, disability awareness and anti-bullying.
The duties/responsibilities listed above describe the post as it is at present and is not intended to be exhaustive. The Job holder is expected to accept reasonable alterations and additional tasks of a similar level that may be necessary. Significant adjustments may require re-examination under the Job Evaluation scheme and shall be discussed in the first instance with the Job Holder.
Competencies
For the purpose of selection the following competencies will be measured:
- Leading & Communicating
- Delivering Value for Money
- Managing a Quality Service
- Delivering at Pace
Essential Skills,Qualifications,accreditation & Registration
- Experience of working on ESF Projects (desirable)
- Knowledge and practical experience of ESF Rules and regulations across England.
- Query building in SQL or Access (desirable).
- I.T. skills in Microsoft Office (Word, Excel, PowerPoint).
- Good articulate communication skills, both verbally and written.
- Accuracy is paramount above speed.
- Ability to work independently and pro-actively.
- Is a team player with excellent interpersonal skills.
- Sound judgement, and good communication and analytical skills
- Practical ability to achieve demanding objectives.
- Experience of working in the prison service or a comparable operational environment (e.g. within the criminal justice system or involving delivery of offender/public services), at management level
Additional Information
This post is within HMPPS CFO, previously known as NOMS CFO.
SC clearance will be required once in post.
Please ensure to bring relevant ID/RTW documents to your interview (please ensure to read guidance wIthin candidate pack for details of what you need to bring).
Candidates are reminded to familiarise themselves with the job description ahead of the interview.
Candidates are permitted to bring notes into the interview with them.
Interviews will take place at Daresbury, Warrington / Dates TBC. On-site parking available. If using a sat nav, please use post code WA4 4GB.
Contact information
If you require any assistance please call 0845 241 5358 (Monday to Friday 8am - 6pm) or e mail Moj-recruitment-vetting-enquiries@sscl.gse.gov.uk. Please quote the job reference - 26080.
If you have any further questions about the role please contact CFO-Admin@justice.gsi.gov.uk , tel: 01925 423 400.
Does this post attract an allowance?
No
Will the jobholder be required to have regular verbal contact with the general public as an intrinsic part of the role?
No
Excess fares or Relocation / PIT terms available for this post?
No
Duties & Hazards of Role
Please select from the list below what Duties and Hazards are applicable to this role, if none are applicable please select Not Applicable.
Please ensure you only select values appropriate to the role, if none are applicable please simply leave as "Not Applicable".
Not Applicable
Internal Information
Approved vacancy approach
All Cross Government and External vacancies will be advertised on Civil Service Jobs.
External
Do you wish to utilise Reserve at Sift functionality?
Yes
How many interview stages are required for this vacancy?
1
Interview dates (appears on the advert)
To be confirmed
Interview Panel Diversity - Important Note for Vacancy Managers
Creating an ethnically and gender diverse interview panel for your vacancy.
One of the key objectives in our MoJ Diversity and Inclusion (D&I Strategy) is to build a diverse workforce that represents the society we serve. One way we are seeking to address this with diverse interview panels.
As a minimum, all panels must be gender-mixed. The MoJ also aims for 75% of panels to have at least one Black Asian and Minority Ethnic (BAME) and/or disabled member. Diverse panels can help to reduce biases and make sure that, when we recruit, we are taking full account of the broadest possible range of perspectives.
Please select this box to acknowledge you understand the importance of a diverse interview panel for your vacancy.
I Acknowledge
Pre-Employment/Security Check Requirements
Enhanced Baseline Standard (EBS)
All candidates offered a role in HMPPS will undergo Enhanced Baseline Standard checks before they take up their post. These include verification of identity; nationality and immigration status; employment history verification (3 years) and criminal record checks.
Some roles in HMPPS require higher level checks. Wrongly classifying roles at advert stage will lead to delays in on-boarding. For advice please contact your Vetting Contact Point (VCP)
Working Arrangements & Further Information
Some of MoJ’s, including HMPPS, 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.
Standard working hours for this post are 37 hours per week excluding breaks which are unpaid.
If you are a current NPS employee, this vacancy may be available on a Loan basis for up to 2 years. Applications are invited from suitable qualified staff.
The Loan/Secondment is subject to the approval of the selected candidate's Business Unit, which should be obtained before confirmation of appointment.
Benefits
Annual Leave
-The holiday year runs from 1 March. If you work a non standard work pattern your leave entitlement may be expressed in either hours or days as appropriate. Leave entitlement is calculated on a pro-rata basis and you will be advised of your actual entitlement on appointment. If you were appointed internally and your leave was previously calculated in days, this will continue to be the case.
Bank, Public and Privilege Holidays
-You are entitled to 9 days (66 hours 36 minutes) in recognition of bank, public and privilege holidays. These hours are added to your annual leave allowance. There is a requirement to work some public and bank holidays subject to your shift pattern and the operational needs of the establishment
Pension
-The Civil Service offers a choice of two pension schemes, giving you the flexibility to choose the pension that suits you best.
Work Life Balance
-HM Prison & Probation Service (HMPPS) is keen to encourage alternative working arrangements. Work life balance provides greater opportunities for staff to work more flexibly wherever managers and establishments can accommodate requests to do so. HMPPS offers flexible working subject to completion of a satisfactory probationary period and NVQ
Season Ticket Advance
-After two months’ service, you’ll be eligible to apply for a season ticket advance to purchase a quarterly or longer-period season ticket for travel between home and your place of work
Childcare Vouchers
For any moves across the Civil Service may have implications on your ability to carry on claiming childcare vouchers
Training
-HMPPS is committed to staff development and offers a range of training and development opportunities, including areas such as Equality and Diversity, Dealing with Challenging Behaviour, Suicide Prevention and Anti Bullying Programmes
-There are opportunities to access promotion programmes and HMPPS provide a variety of training appropriate to individual posts
-All staff receive security and diversity training and an individual induction programme into their new roles
Eligibility
-All candidates are subject to security and identity checks prior to taking up post
-All external candidates are subject to 6 months probation. Internal candidates are subject to probation if they have not already served a probationary period within HMPPS
-All staff are required to declare whether they are a member of a group or organisation which HMPPS considers to be racist
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.
The Civil Service embraces diversity and promotes equality of opportunity.
There is a guaranteed interview scheme (GIS) for candidates with disabilities who meet the minimum selection criteria.
21/10/2019, 23:55 hours.
Success Profiles will enable a fairer and more inclusive method of recruitment by enabling us to assess the range of experiences, abilities, strengths, behaviours and technical/professional skills required for different roles. This flexible approach to recruitment focuses more on finding the right candidate for the specific role. To find out more about Success Profiles to support your application please click here for further guidance.
We have provided detail of the assessment stages and areas being assessed to help you prepare for completing your application form, and to advise of what will be assessed following this, if you successfully pass the application stage.
Application form stage assessments
Interview stage assessments
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'.
MoJ are able to offer an interview to eligible candidates who meet the minimum selection criteria, except in a limited number of campaigns. Candidate's will not be eligible for the Redeployment Interview Scheme if they are applying on promotion.
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) https://www.gov.uk/settled-status-eu-citizens-families
· 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
Further information on nationality requirements (opens in a new window) https://www.gov.uk/government/publications/nationality-rules
This Vacancy is closed to applications.