17147 - Customer Relationship Management (CRM) Researcher
Sift is based on CV, Interview will be based on the stated competencies.
Overview
The Office of the Public Guardian (OPG) protects people in England and Wales who may not have the mental capacity to make certain decisions for themselves, such as about their health and finance. This role will be critically important to achieving our vision of protecting and empowering people who may lack capacity, providing support to those who act on their behalf and promoting future choice and planning in advance of a lack of capacity
The post holder will be responsible for the delivery of qualitative and quantitative primary research projects and to draw conclusions from this work in order to disseminate vital customer insights across the organisation. This actionable insight and strategic interpretation of our customer and stakeholder data and information will be used to ensure that the customer voice is heard throughout the organisation and inform strategic thinking. Through Customer Intelligence, improve organisation-wide understanding of customer needs and expectations helping create a culture of service excellence and business improvement.
Social researchers play an active role in shaping and delivering OPG’s priorities, working creatively and collaboratively with others to deliver excellent outcomes. These roles will provide significant opportunities to develop your own skills and future career.
You will be expected use social science from within and outside government to help to guide decisions about how world-class policies are developed. You will work with a wide range of stakeholders to ensure we get the best results.
The post-holder will need strong analytical and stakeholder engagement skills, a familiarity with designing and applying relevant research and evaluation methods, and an interest and ability in undertaking ‘in-house’ analysis.
Duties and Responsibilities
- Co-ordinate and gather customer insight on an organisation-wide level, with close alignment to analytical services, complaints, communications and change management teams in particular
- Investigating the links between customer and business outcomes and ensuring that these are established, measured and tracked
- Utilise critical thinking and SWOT analysis to scrutinise existing services and identify opportunities for policy makers
- Disseminating key findings of insight and research programmes across the organisation and wider Department/Government in the timeliest way, ensuring that the information is widely understood, actionable and ensures all areas of the business are customer centric
- Adopting a professional interest in developments in the field of research to improve the department’s research capability
- Assist in the delivery and design of the customer satisfaction impact indicator through the use of surveys, journey mapping and user testing
- Assist/and or lead in the co-ordination and delivery of the quarterly customer satisfaction reports for inclusion as part of the ‘Voice of the Customer’
- Work alongside external partnership managers to identify new partnerships to raise awareness of LPA to the public based upon market insights
- Create a reliable evidence base for strategic decision making
- Assist in the commissioning and managing of major insight programmes
- Ensuring that all insight research and evaluation projects fits and informs organisational business strategy, future operating model and any new products and services as well as overall customer insight programme
- Communicating insight and research findings outside the organisation where appropriate, to partners and related organisations and collaborating where applicable on joint insight work
- Support and contribute to the aims, objectives and performance of OPG staff initiatives appropriate to this grade
- Create an inclusive and productive relationship with MoJ Analytical Services and other customer insight depts. within MoJ and across government
- Develop a relationship with the Change Management Office to ensure that research is utilised to drive meaningful change for the benefit of colleagues and customers
- Positively promote and implement diversity and equality of opportunity in all areas of work
- Take reasonable care for own health and safety for the safety of others and abide by OPG Health and Safety procedure
- To become familiar and compliant with all OPG corporate governance policies
- Undertake any other duties commensurate with the skill set of this post
Competencies Required
Competence 1 – Seeing the Big Picture
- Ensure own area/team activities are aligned to Departmental priorities.
- Actively seek out and share experience to develop understanding and knowledge of own work and of team’s business area.
- Seek to understand how the services, activities and strategies in the area work together to create value for the customer/end user.
Competence 2 – Making Effective Decisions
- Identify a range of relevant and credible information sources and recognise the need to collect new data when necessary from internal and external sources.
- Recognise patterns and trends in a wide range of evidence/data and draw key conclusions.
- Invite challenge and where appropriate involve others in decision making to help build engagement and present robust recommendations.
Competence 3 – Collaborating and Partnering
- Establish relationships with a range of stakeholders to support delivery of business outcomes.
- Readily share resources to support higher priority work, showing pragmatism and support for the shared goals of the organisation.
- Encourage collaborative team working within own team and across the Department.
Competence 4 – Managing a Quality Service
- Make effective use of project management skills and techniques to deliver outcomes, including identifying risks and mitigating actions.
- Work with team to set priorities, goals, objectives and timescales.
- Establish mechanisms to seek out and respond to feedback from customers about service provided.
Required Qualifications/ Experience
- Proficient in the use of Microsoft Office, especially Excel, Powerpoint and Outlook.
- Excellent written and verbal communication skills with the ability to present complex messages to a range of audiences.
- Sound ability to analyse, interpret and utilise information for decision making purposes.
- Ability to work across all grades and areas across OPG, MoJ and other government depts. and to work to deliver competing priorities
Desired Qualifications/ Experience
- Relevant experience of working in a research or analytical role
Salary, Working Arrangements & Further Information
Starting Salary
The starting salary for this post is that of MoJ Band C.
Flexible working hours
The Ministry of Justice offers a flexible working system in many offices.
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
Generous allowances for paid holiday starting at 25 days per year, and 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
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 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, 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.
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.
27/03/2018, 23:55 hours.
Closing Date: 27th March 2018 at 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@sscl.gse.gov.uk Please quote the job reference.
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.
Candidate Information
You may be required to provide statements describing your skills and experience relevant to each of the selection criteria. We recommend that you structure any examples as Situation, Task, Action and Result. For more information about the recruitment process and answers to general queries, please click the below link which will direct you to our Candidate Information Page.
Link: https://justicejobs.tal.net/vx/candidate/cms/About%20the%20MOJ
In the event of a large number of applications, we reserve the right to undertake the following processes:
- An automated online test where a benchmark must be passed to progress;
- A sift on the lead selection criteria. If this happens, the lead criteria will be the first one listed in the advert.
During the selection process, you may be asked to undertake an additional assessment (such as written test). If this is applicable you will be notified of this when you are invited to interview.
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.