24816 - Knowledge (Content) Manager

£30,531 - £40,488
12 Months
West Midlands
Birmingham , Stoke-on-Trent
Full Time
Administration / Corporate Support, Operational Delivery, Senior Leadership

 We’re looking for an exceptional candidate to join our team in the role of Knowledge Manager working to support the first of our new Courts and Tribunal Service Centres (CTSCs)

The transformation of HMCTS is one of the most challenging and complex programmes in central government: by the time it completes in 2022/23, it will have radically changed how justice is done.

The Courts and Tribunals Service centres are the administrative offices of the future. Providing hubs for telephony, assisted digital, case progression and hearing support, these centres will provide a consistent national service that enables cases to move through to conclusion smoothly and that provide the right support to the local judiciary.

Spread nationally over several sites, these centres will be home to just under half of our workforce in total. We are working to reform a Justice system that has in the past relied heavily on paper based processes and the CTSCs are among the first steps in being able to support a modern, digital Justice system.

This role, responsible to the Head of Service Improvement, is responsible for creating systems for managing, developing and sharing knowledge by creating articles to be used by CTSC staff to provide an inclusive and accessible service to HMCTS’s diverse users. They will ensure the content is suitable and that staff are retaining the knowledge provided. They will focus on the needs of the CTSC and the needs of the Knowledge Content team.

  • Key accountabilities include:
  • Responsible for the creation and ongoing maintenance of the internal knowledge articles used by CTSC staff (QMCA), by using systems for capturing, organising and developing information to provide accurate and up-to-date information to customers/user when the customer/user need it, so that they can understand and participate effectively in the process.
  • Supporting and advising the wider organisation on procuring, creating and developing and maintaining an efficient Knowledge Management system that can be easily accessed and understood by staff and support them in their interactions with users.
  • Ensure Governance and quality assurance of new and existing Knowledge articles is performed, analysing data and reporting on article usage and knowledge retention and implementing plans to make changes based on results.
  • Work closely with external communication and policy teams to ensure material is current and relevant and allocate work amongst team to update or create knowledge articles, based on customer/user need and quality and monitoring data or to reflect business or legislative changes.
  • Devise system to allow staff to rate effectiveness of knowledge articles and monitor trends in usage and effectiveness in meeting customer/user needs/queries in order to support CTSC employee knowledge and drive consistency during interactions with users/customers.
  • Devise system to test and analyse staff retention of knowledge and feed into People Development and Continuous Improvement teams, to ensure CTSC staff (QMCA) have the right knowledge to be able to support users/customers in their interactions with the HMCTS.
  • Share good practice from employees and wider stakeholder groups to ensure service delivery is constantly improving for users.
  • Work with People Development Team to support knowledge transfer from Knowledge article into actual staff performance
  • Work with Operations teams, Quality & CI/Change teams in identifying any knowledge articles that are identified as incorrect or no longer required are reviewed and maintained in line with current business processes, to ensure standardisation and consistency during interactions with customers and ensuring articles are kept up to date by the team.
  • Monitoring trends in user retention of Knowledge and testing scores and devising strategies to improve retention rates where necessary.

Person Specification

  • Provide Leadership to the team, visibly demonstrating and embedding the new culture and ways of working for CTSC in delivering service excellence across all CTSC jurisdictions
  • Knowledge of Knowledge management system to be able to identify what information is available and when changes need to be made.
  • Communication skills to explain complex information in simple to understand terms.
  • People management skills to ensure team is working effectively together where necessary
  • Willingness to build Knowledge of HMCTS people policies, including performance management, attendance management, grievance and disciplinary policies
  • Knowledge of business processes, quality and performance standards and KPIs, to be able to coach and support team where needed
  • Coaching skills, to be able to support Knowledge team in improving service delivery

The salary for this post is set within Band B of:

£30,531- £40,488

New recruits to the Civil Service joining MoJ are expected to join at the band minimum.

Existing Civil Servants applying on promotion will usually be appointed on the salary minimum of the pay band or with an increase of 10 percent on their existing base salary (restricted to the new pay band maximum), whichever is the higher.

Existing civil servants moving at the same grade will retain their existing T&C’s/remuneration package.

Additional information:

Courts and Tribunals Service Centres will operate between the hours of 8am-8pm Monday to Friday and 8am-2pm on Saturdays. Working hours and will be agreed at the point of offer for successful candidates.


Please refer to the Job Description and Candidate Pack attached below for further information on this role.

The jobholder must be able to fulfil all spoken aspects of the role with confidence in English or (when specified in Wales) Welsh.

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.


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.


The Civil Service offers a choice of pension schemes, giving you the flexibility to choose the pension that suits you best.


The Ministry of Justice is committed to staff development and offers an extensive range of training and development opportunities.


  • 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.


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.

to be confirmed

18/03/2019, 23:55 hours.

Closing Date: 18th March 2019 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


Baseline Personnel Security Standard (BPSS)

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@sscl.gse.gov.uk) in the first instance
Professional competency
You will need to provide the following as part of your application process:
A statement in no more than 250 words outlining why you are interested in the role.
Professional competency
You will need to provide the following as part of your application process:
A statement in no more than 250 words outlining why you are suitable with reference to the following HMCTS leadership attributes:
- Proud of their purpose,
- People focused
- Good decision makers and problem solvers

(more detail can be found on page 8 of the candidate pack)

This Vacancy is closed to applications.