38025 - DTS Telephony Product Analyst

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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.

Introduction:

Her Majesty’s Courts and Tribunals Service (HMCTS) is an agency of the Ministry of Justice (MoJ) and provides the supporting administration for the Judiciary across England and Wales. It delivers services to the public directly in court and tribunal buildings, remotely via business centres and increasingly via digital services online.

HMCTS has a once in a generation opportunity to transform the entire Courts and Tribunals Service through the HMCTS Reform and Crime Programme, with funding confirmed in the most recent spending review. These Programmes are providing a world-class justice system, in a manner that provides an improved user experience at reduced cost to the taxpayer. This will ensure justice for all as well as supporting the UK’s position at the forefront of an increasingly competitive international legal market. Delivering and operating digital services lie at the heart of the transformation.

Making a real difference to people’s lives is such an integral part of working at HMCTS that we’ve built it into an agreement with everyone who works here. It’s called our people promise. Please click here to find out more.

Digital & Technology Services is growing as a key enabler of HMCTS’ future as a digital organisation, building the new digital products and live operations teams necessary to deliver online services to our users and staff. The directorate is creating, operating and enhancing critical national infrastructure services. Users include citizens, court staff, the judiciary, prosecutors, legal counsel and a wide variety of other participants in delivering justice. For example, HMCTS Digital & Technology Services has created and now operates and enhances services that have digitised the court room. These include paperless bundles for all parties in the Crown Court, a single evidence repository and tablet viewing solution in the Magistrates’ Court, as well as the critical infrastructure solutions to display evidence, deliver court hearings by video and achieve connectivity. Other live digital services enable citizens to interact with HMCTS directly online, whether they need help in the civil, family, or criminal courts, or need to apply to a tribunal.

An effective courts and tribunals service is fundamental to our democracy, underpinning the rule of law. This is an opportunity to work in a role that will enable the digitisation of a major agency and run an operation designed not just to give our courts and tribunals a sustainable and affordable future, but to improve how justice is delivered.

Job Description:

Digital & Technology Services is looking to expand the digital operations support team to help HMCTS transition and run great digital services. The role involves the processing and coordination of appropriate and timely responses to incident alerts, including channelling requests for assistance to appropriate functions for resolution, monitoring resolution activity, hastening and keeping clients appraised of progress towards service restoration.

The ability to work both independently and as part of a team, proactively and with versatility in responding to changing circumstances is essential. They will be expected to take ownership of user problems and follow up the status on behalf of the user, communicating progress in a timely manner.

Key Responsibilities:

• Working closely with Digital Telephony support teams and Operational Services technical support teams, the main responsibilities of the role are:
• To act as a single point of contact for Digital Telephony issues and managing them through the incident management process. Handle requests for change following agreed business procedures, providing advice and resolving incidents at the first opportunity, utilising a knowledge base tool;
• To assess more complex calls and incidents and escalate to the appropriate resolver team as required, ensuring line managers are aware of actions taken and relevant management information is recorded;
• Work with HMCTS stakeholders to build, test and deploy voice products to enhance current services;
• Manage defective voice products and work with suppliers to resolve and fix;
• Enter and maintain relevant records in the DTS Service Management tool;
• Communicate progress and resolution of support requests in line with Service Level Agreements;
• Initiate and triage change requests, liaising with requesters to ensure that the correct information is inserted into the change ticket entered on the DTS service management tool;
• Working with the change manager to expedite changes where requested and appropriate.
• Working with the problem manager to identify incidents that are deemed problems and initiate problem tickets in response;
• Ensuring that problem owners keep the tickets up to date;
• To process and organise Interactive Voice Response (IVR) recordings for use in the Digital Telephony system for HMCTS;
• To oversee the implementation of IVR recordings through the change management process.
• The post holder will report to the Voice & Contact Centres Product Manager.

Skills & Experience:

Essential Criteria:

• Experience of working in a structured service delivery environment;
• Experience of providing a wide range of end user device support advice;
• Excellent communication skills;

Desirable Criteria:

• Experience of using different Digital Telephony Systems; user and configuration
• Experience of Agile delivery approach would be an advantage;
• Experience in application support and incident management;
• Experience of using team management toolsets, particularly JIRA and Servicenow

Application process:

The following areas of Success Profiles will be used to assess and score your application during the sift, and interview.

• Experience – As demonstrated in your CV and application form
• Technical – As demonstrated in your CV and application form
• Behaviours – We will be using the 4 behaviours below.

Key Civil Service behaviours:

You will be required to provide evidence of the following key behaviours at Level 2.

Changing and Improving

• Regularly review own and team’s work and take the initiative to suggest ideas to make improvements.
• Give feedback on changes in a constructive manner.
• Take a positive, open approach to the possibility of change and encourage others to do the same.
• Help others to understand changes and the reasons they are being put in place.
• Identify and act on the effects changes are having on your role and that of the team.
• Look for ways to use technology to achieve efficient and effective results.
• Consider accessibility needs of the diverse range of end users.

Making Effective Decisions

• Take responsibility for making effective and fair decisions, in a timely manner.
• Analyse and research further information to support decisions.
• Talk to relevant people to get advice and information when unsure how to proceed.
• Explain how decisions have been reached in a clear and concise way, both verbally and in writing.
• Demonstrate the consideration of all options, costs, risks and wider implications, including the diverse needs of end users and any accessibility requirements.

Managing a Quality Service

• Work with customers to understand their needs and expectations.
• Create clear plans and set priorities which meet the needs of both the customer and the business.
• Clearly explain to customers what can be done.
• Keep colleagues and stakeholders fully informed of plans, possibilities and progress.
• Identify common problems that affect service, report them and find possible solutions.
• Deliver good customer service which balances quality and cost effectiveness.

Communicating and Influencing

• Communicate in a straightforward, honest and engaging manner, choosing appropriate styles to maximise understanding and impact.
• Encourage the use of different communication methods, including digital resources and highlight the benefits, including ensuring cost effectiveness.
• Ensure communication has a clear purpose and takes into account people’s individual needs.
• Share information as appropriate and check understanding.
• Show positivity and enthusiasm towards work, encouraging others to do the same.
• Ensure that important messages are communicated with colleagues and stakeholders respectfully, taking into consideration the diversity of interests.

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 MoJ’s flexible working policy and equality policy.

Excess Fares and Relocation Allowances:

This job is not eligible for relocation allowances but excess fares may be considered in accordance with MoJ’s excess fares allowance policy