13093 - Customer Capability Lead
Overview
HMCTS is transforming radically how the courts and tribunal services are delivered across England and Wales. One of the most complex and ambitious transformations across the Government, the reform will modernise the court estate, updating and replacing its technology, speeding up and streamlining working practices, refurbishing buildings to reduce maintenance costs and most importantly provide improved services for our customers.
HMCTS has the ambition to become a customer driven organization. To this end a Customer Directorate has been established. The Directorate is made up of five functions: Customer Strategy and Capability, Customer Change and Innovation (largely focused on current business), Customer Insight, Customer Investigations and Customer Experience.
The vision of a justice system that is driven by the needs of its service users is central to this change programme and the Customer Directorate is at the heart of Reform. The Customer Directorate’s role is to act as ‘the voice of the customer’ across HMCTS and ensure that as change is implemented the needs of customers are understood and met. The Customer Directorate has a key cross-cutting role in the change programme and its Director reports directly to the HMCTS Chief Executive.
In order to ensure the Reform programme’s success a complex portfolio of work will need to deliver technical change, changes to the estate and its buildings, changes to processes, changes to culture and changes to how HMCTS monitors performance and defines success. One of the most important purposes of the Customer Directorate is to ensure that all of these strands of work deliver a customer driven organisation providing a just, proportionate and accessible justice system
Purpose of the Role
The purpose of the Strategy and Capability Team is to solve issues which prevent HMCTS from being customer driven, focusing on the areas where the team can have the biggest impact. This requires a high performing team with the ability to act as a catalyst for change across HMCTS and beyond.
The Customer Capability Lead will develop our ability to deliver great customer experience in HMCTS. The successful candidate will work with teams across the organisation (including HR, Digital Change and Change Portfolio) to support the design and delivery of capability and cultural interventions to drive forward the customer plan.
The Customer Capability Lead will define the future capability required to deliver and sustain the customer experience vision. Courts and Tribunals transformation is about more than process simplification and changing the parts of HMCTS you can touch. It is about transforming the way the organization thinks and feels about how it serves customers. HMCTS is going to build a modern system for administering justice which will benefit those who need it most. This will be achieved by focusing all energies on delivering a better customer experience and harnessing the power of technology to enable the organisation to work more effectively.
Customer Capability Lead Deliverables;
- Articulate the future capability required to meet the customer experience vision alongside the PACT (People and Cultural Transformation), Reform and Change programmes as well as Operations. Identifying what good looks like for a Call Handler, Usher etc.
- Engage with Operations, identifying and championing initiatives in which improved customers service can be delivered and to increase capacity and capability.
- Baseline the current capability of HMCTS, identify the gaps and develop and deliver the methodology/tools/roadmaps to ensure the organisation is capable of delivering on the customer vision and promise
- Design the process to assess and evaluate our capability to effectively serve our customers (through our skills, culture, structures, procedures, interfaces, technology, and performance metrics). Regularly assess our capability, designing interventions to close any gaps identified.
- Work as a key interface with the HMCTS Reform Directorate Change Portfolio, ensuring that the requirements identified through capability analysis are built into delivery wherever possible and that there is no duplication of activity
- Increase the adoption of customer-centric approaches, including empathy mappings and customer journey mapping, such that there is a shared and unified view of the customer experience
- Establish consistent ways of working, toolsets and quality assurance standards
Knowledge and Skills
- Experience in supporting organisational capability development and cultural change to drive customer centricity
- An established record of defining customer service capabilities and implementing the necessary organisational changes required to support them
- Ability to create and deliver own work packages as well as experience in pulling together other resources to deliver objectives
- Excellent stakeholder management skills and experience of working within a complex organisation to identify priorities and initiatives which improve customer outcomes
- Ability to work effectively with third party suppliers
Competencies;
- Building capability for all (Level 3)
- Collaborating and partnering (Level 3)
- Changing and Improving (Level 3)
- Leading and communicating (Level 3)
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.
25/09/2017, 23:55 hours.
Closing Date: 25th September 2017 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.