43524 - Digital Inclusion Project Support Manager

£24,002 - £38,373 Salary will depend on location
1
12 Months
National
National
NATIONAL
HEO
C
Fixed Term
Up to 24 months
Full Time
Contact Centre, Customer Insight, Knowledge & Information Management, Digital, Project Delivery, Quality

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

Background

It is an extremely exciting time here at HM Courts and Tribunals Service! 

We are currently going through a 6-year £1 billion reform programme to redesign the way courts and tribunals services are provided throughout England and Wales. Through the application of user-centred design methods, we aim to ensure services meet user needs, provide an improved end-to-end experience and deliver improved social outcomes. This is a once in a generation opportunity to transform the entire HM Courts and Tribunals Service, enhancing the provision of a world-class justice system.

It is an ambitious programme and we need resilient, resourceful and adaptable people to make it happen.  

Can you deliver in a fast-paced environment that is changing constantly? Does developing new services focussed on the end-user excite you? If so, please read on and apply today!

Overview of Team and 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. While HMCTS continues to digitise key services, we are mindful that some users may need digital support to engage with these. We are committed to offering support to those who need help to access the digital channel while also implementing a range of non-digital support options such as a paper channel for those that prefer this. Digital support includes help over the telephone through our contact centres and through a face to face/remote service which is currently being piloted through a third party. The Digital Support service will be moving to a national service later in the year with the award of a new contract expected before the end of Summer 2021.  

We work 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 a key member of the Digital Inclusion team to support the design and development of the future digital support service. The successful candidate will have experience and understanding of working within services that cater to users who may be vulnerable or face barriers when accessing complex services as well as understanding the benefits of encouraging users to go online with support. 

This is a varied role and the successful applicant will be required to work with and across different areas including contact centres, courts and third-party contracts. As part of the wider User Experience and Insight team you’ll work in a multidisciplinary team, alongside user researchers and service designers, to deliver word-class, user-centred public services. The role holder will need to be organised and support the team to provide information to make the right decisions and drive the project forward. 

Duties Include:

Design and Implementation of Digital Support Service: 

• Support the design and roll out of the National Digital Support service with the implementation of remote, telephone and face to face support services

• Work closely with our contact centres to, develop and embed and monitor necessary training, guidance and support

• Carry out reviews of calls coming into HMCTS to collect and report insight into user behaviour and suggest areas for improvements.

• Set up and support design workshops with staff, users and stakeholders to work through ideas and come up with solutions to problems.

• Manage training on contact centre systems for the Digital Support and wider User Experience & Insight Team’s call listening programme.

Management and Monitoring of Digital Support Supplier:

• Work closely with new national support provider to support the mobilisation of the contract and service.

• Provide support with quality assurance processes such as data monitoring and site visits. 

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

• Engage and feedback on opportunities to improve processes and performance between supplier and HMCTS 

Project Support:

• Support project management teams to ensure systems are in place to enable effective planning and scheduling 

• Manage milestone activity across the team, task allocation and offer updates of work status against the planner

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

• Support user researchers in arranging research sessions and carrying out write ups 

• Support stakeholder relationship management and ensure project changes are cascaded internally across the organisation to the right people and externally to other organisations when appropriate.  

• Oversee and monitor consistent document management to ensure consistency

• Support team to monitor and track project plans 

Other duties:

• You will be required to work in a flexible way and undertake any other duties reasonably requested by line management (Digital Inclusion Team) which are commensurate with the grade and level of responsibility of this post.

Further Information:

It is recommended that the following published media articles are reviewed: https://insidehmcts.blog.gov.uk/2018/06/28/helping-people-to-use-online-services/

https://www.goodthingsfoundation.org/insights/hmcts-digital-support-service-implementation-review/

Essential Skills / Criteria:

• Understanding accessibility issues faced by those who are digital excluded. 

• Extensive experience working as a part of a team that focuses on the needs of the customer.

• Experience of working with frontline customer services such as contact centres. 

• Ability to build strong working relationships with internal and external stakeholders and suppliers.

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

• Strong Word, Excel and PowerPoint skills

Desirable Skills / Criteria:

• Knowledge of third/charity sector 

• Understanding of offline and online channels 

• Experience of working with stakeholders across different teams both inside and outside of the organisation 

Application Process 

The following areas of Success Profiles will be used to assess and score your application and interview:

• Experience – As demonstrated in your CV, online application and a 750 word statement of suitability in which you will need to demonstrate evidence against the Essential Skills & Criteria stated above.

• Technical – We will assess your technical skills during the interview. We may also ask you to complete a practical research and presentation exercise

• Behaviours – The application and interview will involve a discussion around the four behaviours below:

• Managing a quality service

• Communicating and influencing

• Delivering at Pace

• Working Together

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

Terms & Conditions

Fixed Term Appointment

This appointment will be made on a 2 year fixed term basis. 

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 Ministry of Justice’s flexible working policy and equality policy

Excess Fares and Relocation Allowances

This job is not eligible for allowances if relocation is required but excess fares may be considered in accordance with Ministry of Justice’s excess fares allowance policy.

HMCTS offers a range of benefits:

Annual Leave 

Generous allowances for paid holiday starting at 25 days per year, rising as your service increases. 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 

HMCTS is committed to staff development and offers an extensive range of training and development opportunities. 

Reward & Recognition Scheme

Potential to secure up to £2,500 per financial year from individual / team awards for exceptional performance

Support

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

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

• 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, lesbian, gay, bisexual and transgender employees.

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.  

Expected W/C 7th June 2021

19/05/2021, 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 - 43524.

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.

In the event that we receive a large volume of applications we reserve the right to conduct the sift based on one lead behaviour. The chosen lead behaviour for this campaign is Communicating and Influencing.
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

Behaviours
Managing a Quality Service - 500 word limit
Communicating and Influencing - 500 word limit
Delivering at Pace - 500 word limit
Working Together - 500 word limit
Experience
CV
Statement of Suitability - 750 word limit
A sift based on the lead behaviour, Communicating and Influencing, may be held if a large number of applications are received. If a large number of applications remain after the initial sift, your application will be progressed to a full sift, where all behaviours will then be considered.

Interview stage assessments

There is 1 interview stage for this vacancy.
Behaviours
Managing a Quality Service
Communicating and Influencing
Delivering at Pace
Working Together
Additional Assessment(s)
Presentation
Written Exercise

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.