36195 - Digital Inclusion and Support Manager

£30,989 - £47,591 (Salary will depend on location)
1
12 Months
National
National
NATIONAL
SEO
B
Fixed Term
Up to 24 months
Full Time
Customer Insight, Analytical, Digital

We welcome and encourage applications from everyone, including groups currently underrepresented in our workforce and pride ourselves as being an employer of choice. To find out more about how we champion diversity and inclusion in the workplace, visit: https://www.gov.uk/government/organisations/ministry-of-justice/about/equality-and-diversity

This position is available for external applicants as well as existing civil servants on level transfer or promotion. New recruits to the Civil Service joining MoJ are expected to join at the band minimum. For an exceptional applicant and under exceptional circumstances, managers have discretion to set starting salaries above the pay range minimum.

Background:

It is an extremely exciting time here at HM Courts and Tribunals Service. We are currently undertaking a first-of-its-kind Change Programme aimed at delivering services that better serve the public. With over £1bn of funding this is the most ambitious programme of its kind anywhere in the world. People who use the courts and tribunals are often going through a tough time in their lives. We can’t take that away – but we by making sure we but our users at the heart of our design of reform we can make sure that we deliver services that are accessible and easy to use. You can find more out about what we are doing here;

https://insidehmcts.blog.gov.uk/2019/10/03/using-user-experience-principles-in-the-administration-of-justice/

Does developing pioneering new services focussed on the end-user excite you? If so, please read on and apply.

The Team:

The HMCTS Customer Directorate is focused on making sure our Courts and Tribunal services are designed around the needs of our users - ensuring our services are accessible, easy to use, and well supported for all users. This ranges from online digital services, through to offline channels and the experience that users have in our court buildings and service centres.

The User Experience team is part of the Customer Directorate. It is a cross cutting team which provides tools and support to the reform programmes to deliver against our core design principle of being user led. The team work closely with projects to provide best practice and consistent design, deliver cross-cutting projects for services, working closely with teams across the Directorate to deliver.

No day is the same and we work on a wide range of projects: this could include designing a new pilot to measure the impact of changing letters or notifications, segmenting and assessing populations to understand accessibility needs and designing to meet these, improving signposting and guidance in our services and working with the third sector to design the approach. In each project our role is to make sure that we are designing to meet the needs of all our users to make sure that our justice system is fair and accessible. Each design decision matters to the people use our services.

The Role:

Whilst digital services bring a wealth of benefits for our users, we are aware that some are unable to access them for a variety of reasons. HMCTS is therefore committed to implementing a range of non-digital support options to help those who need help to get into the digital channel. This support includes help over the telephone through our contact centres and through a face to face service which is currently being piloted through a third party. We are also improving the paper channel for those that choose to use it.

We are working with digital inclusion specialists both inside and outside the organisation to design, test and implement these channels which integrate into the organisations target operating model and provide an experience which delivers the underpinning principles of the Programme – which is to deliver modern justice in a manner which is just, proportionate and accessible.

We are looking for someone to work within our multi-disciplinary team to lead on the successful implementation of this service. This is a high- profile, fast paced role where you’ll regularly presenting to external stakeholders and senior colleagues while also working to design and test new approaches with our frontline staff and our delivery partners. The role is a brilliant opportunity for someone who is passionate about digital inclusion and user centred service delivery.

You can read more about the work we do here:

https://insidehmcts.blog.gov.uk/2020/01/23/helping-users-to-access-our-online-services/

https://www.goodthingsfoundation.org/sites/default/files/research-publications/hmcts_bulletin-feb2020_final.pdf

To discuss the role in further detail please contact Michael Brazier at Michael.Brazier1@Justice.gov.uk

Key Responsibilities:

Design and Implementation;

Designing and trialling different ways of providing digital inclusion support across telephone and face to face support services. To do this they will work with the team to analyse a variety of data, work with user researchers to test and refine approaches and work with our contact centres to develop and embed training and support. They will be working towards developing proposals for national roll-out which they will then be helping to implement.

Working with third party provider;

Work closely with our third party third party provider teams to design and deliver our support services. Work closely with the project manager to make sure that the project is delivering against its objectives.

Engagement;

Leading our engagement with stakeholders including presenting to senior stakeholders and the judiciary as well as external stakeholders. They will be responsible for delivering our communications strategy, this will include building on what we already have in place and making it even better (for example, developing new ways of delivering key messages).

Future Design;

Focusing on making sure we have the right data and insight to support delivery of service assessment which will inform final design of the service. The role will also include working across internal teams and government departments to gather best practice and share learnings

Other duties:

The post holder is required to work in a flexible way and undertake any other duties reasonably requested by line management which are commensurate with the grade and level of responsibility of this post.

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 may also be required as part of these working arrangements. In line with the department’s policies, travel and substance and, where appropriate, overnight accommodation will be available in line with organisational policies.

Essential Skills & Criteria:

  • Experience of designing and implementing online and offline channels
  • Experience of working across multiple teams to deliver a shared goal
  • Experience of working in a user centred environment, preferably with involvement in designing for vulnerable users.
  • Passionate and confident when speaking and presenting to a variety of stakeholders including external organisations
  • Ability to understand and analyse operational data and use packages such as Excel and PowerPoint to analyse and present information

Desired Skills & Criteria:

  • Experience of working with contact centres
  • Experience of designing and implementing staff learning
  • Experience in user research
  • Experience of working with the charity / advice sector
  • Experience of line managing a team

Application Process:

To apply for this position please completed the online application form, ensuring you submit the following two application documents:

  1. An up-to-date copy of your CV which details your experience and achievements.
  1. A 750-word statement of suitability which demonstrates your suitability against the Key Responsibilities and Essential Skills & Criteria outlined above.

If selected for interview you will be tested against the following Success Profile behaviours (Level 3):

  • Communicating and Influencing
  • Working Together
  • Changing and Improving
  • Delivering at Pace

Further information on Success Profiles and the required standards for this post (Level 3) can be found at:

https://www.gov.uk/government/publications/success-profiles        

Should you be successful at the application stage, please also note that interviews may be required to be conducted via video conference.

Terms & Conditions:

Fixed Term Appointment

This appointment will be made on a fixed term basis, due to the time limited nature of the Reform Programme.

For existing civil servants, whilst the role itself is time limited, at the end of the fixed term period, you will retain your permanent status but will be placed on the re-deployment register. Successful appointment on promotion will secure this grade on a permanent substantive basis.

Secondments and loans will be considered on an individual basis.

Flexible working options

HMCTS offers a flexible working system in many of its offices.

Job Sharing and Reduced Hours

All applications for job sharing or reduced hours will be treated fairly and on a case by case basis in accordance with the MoJ’s flexible working policy and equality policy.

Excess Fares and Relocation Allowances

This job is not eligible for relocation allowances but excess fares may be considered in accordance with MoJ’s excess fares allowance policy.

Working Arrangements & Further Information

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.

Flexible working hours

The Ministry of Justice offers a flexible working system in many offices.

Benefits

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.

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 any moves across the Civil Service may have implications on your ability to carry on claiming childcare vouchers
  • Paid paternity, adoption and maternity leave.
  • Free annual sight tests for employees who use computer screens.

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.

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

1-      To Shared Service Connected Ltd (0845 241 5358 (Monday to Friday 8am - 6pm) or e mail Moj-recruitment-vetting-enquiries@gov.sscl.com);

2-      To Ministry of Justice Resourcing (resourcing-services@justice.gov.uk);

3-      To the Civil Service Commission (details available here)

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.

Grading Structure Review

The Ministry of Justice is currently undergoing a review of posts which are currently graded at Band A to realign our grading structure with the majority of the wider Civil Service.

Posts advertised at Band A may be graded at either Grade 6 or Grade 7 once the review has taken place.  

Interviews expected around the 15th September 2020

20/08/2020, 23:55 hours.

If you require any assistance please call 0845 241 5359 (Monday to Friday 8am - 6pm) or e mail Moj-recruitment-vetting-enquiries@gov.sscl.com Please quote the job reference - 36195.

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).

If you do not meet the above requirements, you may still be considered if, for example:

  • 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 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.

if you feel that your application has not been treated in line with the Civil Service Recruitment Principles, please contact SSCL (Moj-recruitment-vetting-enquiries@gov.sscl.com) in the first instance

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

Experience
CV
Statement of Suitability - 750 word limit

Interview stage assessments

There is 1 interview stage for this vacancy.
Behaviours
Communicating and Influencing
Working Together
Changing and Improving
Delivering at Pace

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.