27166 - Digital Inclusion Lead

£36,254 - £46,888
1
12 Months
London
London
102 PETTY FRANCE LONDON, SW1H 9AJ
SEO
B
Fixed Term
Up to 2 Years
Full Time
Digital

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.
  2. A 750-word statement of suitability which demonstrates your suitability against the key requirements outlined above.

It is an extremely exciting time here at HM Courts and Tribunals Service! We are at the beginning of a 6-year £1 Billion 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.

This is a chance to work on services that matter, with people who value design on challenges that are as interesting as they are complex. As part of the User Experience team you’ll work in a multidisciplinary team, alongside user researchers and service designers, to deliver word-class, user-centred public services.

The Programme is ambitious 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!

About the Team

The HMCTS Change Directorate is redesigning and rebuilding 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.

The User Experience team is a cross cutting and enabling team which provides the approach, tools and support to the programmes to ensure it maintains the fundamental design principle of being user led in the delivery of transformed HMCTS services. The team work closely with projects to provide best practice and consistent design along with facilitating collaboration across the Directorate.

We are a portfolio function and provide expertise in a range of areas: this could range from designing a new pilot, segmenting and assessing populations to support our accessibility work, through to designing approaches to test interventions to support channel optimisation. Support will range from programme level research/analysis, embedding expertise in projects, consulting/advisory service or support using tools and frameworks developed by the User Experience team.

Digital Inclusion & Support Manager

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 judges, external stakeholders and senior colleagues while also working with our delivery to design and test new approaches. The role is a brilliant opportunity for someone who is passionate about digital inclusion and service delivery.

To discuss the role in further detail please contact Michael Brazier,

Michael.Brazier1@Justice.gov.uk

The Role will be responsible for;

Design and Implementation: Leading the delivery of the innovation pilots, 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 implementing.

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 government departments to gather best practice and share learnings

Key requirements:

  • Experience working on online and offline services
  • Passionate about providing inclusive services for all
  • Experience working with contact centres (preferred)
  • Experience of working on offline and online channels
  • Passionate and confident when speaking to a variety of stakeholders including external organisations, the judiciary and occasionally ministers
  • Ability to articulate ideas clearly in writing, visually and verbally

Occasional travel and line management of a small team may also be required

How to Apply

To apply for this position please submit your CV with an accompanying statement of suitability of up to 750 words demonstrating how you meet the key responsibilities & requirements outlined above.

As part of the selection process you will be asked to prepare a 15-minute presentation at interview stage.

Further Information

Blog https://insidehmcts.blog.gov.uk/2018/06/28/helping-people-to-use-online-services/

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 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.

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.

Expected Wednesday 24th and Thursday 25th July

26/06/2019, 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 - 27166.

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.



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
Other competency/Experience

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

There is 1 interview stage for this vacancy.

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.