86613 - Digital Support Advisor
| Posting date: | 24 April 2024 |
|---|---|
| Salary: | £32,827 to £40,403 per year |
| Additional salary information: | The national salary range is £32,827 - £35,678, London salary range is £37,174 - £40,403. Your salary will be dependent on your base location |
| Hours: | Full time |
| Closing date: | 13 May 2024 |
| Location: | UK |
| Remote working: | Hybrid - work remotely up to 2 days per week |
| Company: | Ministry of Justice |
| Job type: | Contract |
| Job reference: | 86613 |
Summary
We encourage applications from people from all backgrounds and aim to have a workforce that represents the wider society that we serve. We pride ourselves on being an employer of choice. We champion diversity, inclusion and wellbeing and aim to create a workplace where everyone feels valued and a sense of belonging. To find out more about how we do this visit: https://www.gov.uk/government/organisations/ministry-of-justice/about/equality-and-diversity.
About us:
His Majesty’s Courts and Tribunals Service (HMCTS) is an Executive Agency of the Ministry of Justice (MoJ) and provides the supporting administration for the judiciary across England and Wales. HMCTS is coming to the end of a large-scale reform program, which aimed to create a system that is proportionate and accessible and that better meets the needs of the people it serves.
The User Experience and Insight (UE&I) division at HMCTS is focused on designing and improving 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. UE&I is a cross cutting division which provides tools and support to the organisation to deliver against our core design principle of being user led. The team supports the delivery of change projects and improvements to live services. The team works closely with projects to provide best practice and consistent design, deliver cross-cutting projects for services, working closely with teams across the organisation to deliver.
This role sits within the User Inclusion Team. The purpose of this team is to improve Access to Justice by enabling HMCTS to design and deliver inclusive services and support for vulnerable users. We do this through:
Providing a cross jurisdictional strategy to designing and delivering inclusive services and support for users.
Designing, testing and iterating solutions to remove access to justice barriers and meet user support needs.
Facilitating a forum for public user engagement, so feedback and insight can inform strategy, design and delivery.
Providing Subject Matter Expert (SME) advice on inclusion, vulnerability and equality.
About Role:
As we move our services online it is important that we ensure all users can still access justice. The User Inclusion team do this by delivering the HMCTS Digital Support Service for users who want to use the digital channel but need help to do so. The role holder will report to the Digital Support Service Manager and be part of the service management team. The Digital Support Service which is being provided by We Are (WA) Group. We are currently onboarding the remaining reformed services with digital support.
You can read more about the service here: Fact sheet: National digital support service - GOV.UK (www.gov.uk)
About You:
We are looking for a highly motivated individual whose responsibilities will include:
Quality Assurance
Complete call listening of both Courts and Tribunals Service Centres (CTSC) and WA Group calls to ensure the quality of service provided is to a high standard.
Provide support with other quality assurance processes such as data monitoring.
Work with WA Group to arrange quality assurance site visits to partners delivering the Digital Support service.
Compile reports based on trends and insight from quality assurance findings.
Engage and feedback on opportunities to improve processes and performance between WA Group and HMCTS.
Project Support
Support the Digital Support Deputy Service Manager and Digital Support Contract Manager on key HMCTS issues impacting on the roll out of the Digital Support Service.
Support with secretariat duties for internal and external meetings such as scheduling invites, sharing agendas, minute taking and monitoring actions from minutes taken.
Support team to monitor and track project plans.
Communication and Engagement
Dealing with stakeholders at all levels to present findings using visual and verbal presentational skills.
Maintain and actively take forward communication planning for the Digital Support Service.
CTSC and Digital Support Champions
Main point of contact for the Digital Support champions in CTSC to support them to do call listening, escalate issues with the service and embed training for CTSC teams.
Main point of contact for CTSC teams for Digital Support queries.
Update Digital Support Learning and other materials for CTSC staff.
Essential Skills & Criteria:
Experience of using evidence to improve service delivery through quality assurance.
Experience of working across multiple teams to deliver a shared goal.
Experience of liaising and co-ordinating activity across teams.
Experience of delivering against tight timescales.
Articulate and present information and data clearly in writing, visually and verbally.
Strong Word, Excel and PowerPoint skills.
Desired Skills & Criteria:
Ability to understand how the service fits into a broader organisational context and constraints.
Experience of working to design or deliver services for people with accessibility and inclusion needs.
Experience of working with contact centres.
Experience in third sector/advice organisations.
Location of Post:
The successful candidate will be required to travel to London, however base location can be flexible. Regular travel to other HMCTS sites and our contractor (WA Group) base in Coventry may also be required. In line with the department’s policies, travel and substance and, where appropriate, overnight accommodation will be available in line with organisational policies.
To discuss the role in further detail please contact rachael.bower@justice.gov.uk
About us:
His Majesty’s Courts and Tribunals Service (HMCTS) is an Executive Agency of the Ministry of Justice (MoJ) and provides the supporting administration for the judiciary across England and Wales. HMCTS is coming to the end of a large-scale reform program, which aimed to create a system that is proportionate and accessible and that better meets the needs of the people it serves.
The User Experience and Insight (UE&I) division at HMCTS is focused on designing and improving 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. UE&I is a cross cutting division which provides tools and support to the organisation to deliver against our core design principle of being user led. The team supports the delivery of change projects and improvements to live services. The team works closely with projects to provide best practice and consistent design, deliver cross-cutting projects for services, working closely with teams across the organisation to deliver.
This role sits within the User Inclusion Team. The purpose of this team is to improve Access to Justice by enabling HMCTS to design and deliver inclusive services and support for vulnerable users. We do this through:
Providing a cross jurisdictional strategy to designing and delivering inclusive services and support for users.
Designing, testing and iterating solutions to remove access to justice barriers and meet user support needs.
Facilitating a forum for public user engagement, so feedback and insight can inform strategy, design and delivery.
Providing Subject Matter Expert (SME) advice on inclusion, vulnerability and equality.
About Role:
As we move our services online it is important that we ensure all users can still access justice. The User Inclusion team do this by delivering the HMCTS Digital Support Service for users who want to use the digital channel but need help to do so. The role holder will report to the Digital Support Service Manager and be part of the service management team. The Digital Support Service which is being provided by We Are (WA) Group. We are currently onboarding the remaining reformed services with digital support.
You can read more about the service here: Fact sheet: National digital support service - GOV.UK (www.gov.uk)
About You:
We are looking for a highly motivated individual whose responsibilities will include:
Quality Assurance
Complete call listening of both Courts and Tribunals Service Centres (CTSC) and WA Group calls to ensure the quality of service provided is to a high standard.
Provide support with other quality assurance processes such as data monitoring.
Work with WA Group to arrange quality assurance site visits to partners delivering the Digital Support service.
Compile reports based on trends and insight from quality assurance findings.
Engage and feedback on opportunities to improve processes and performance between WA Group and HMCTS.
Project Support
Support the Digital Support Deputy Service Manager and Digital Support Contract Manager on key HMCTS issues impacting on the roll out of the Digital Support Service.
Support with secretariat duties for internal and external meetings such as scheduling invites, sharing agendas, minute taking and monitoring actions from minutes taken.
Support team to monitor and track project plans.
Communication and Engagement
Dealing with stakeholders at all levels to present findings using visual and verbal presentational skills.
Maintain and actively take forward communication planning for the Digital Support Service.
CTSC and Digital Support Champions
Main point of contact for the Digital Support champions in CTSC to support them to do call listening, escalate issues with the service and embed training for CTSC teams.
Main point of contact for CTSC teams for Digital Support queries.
Update Digital Support Learning and other materials for CTSC staff.
Essential Skills & Criteria:
Experience of using evidence to improve service delivery through quality assurance.
Experience of working across multiple teams to deliver a shared goal.
Experience of liaising and co-ordinating activity across teams.
Experience of delivering against tight timescales.
Articulate and present information and data clearly in writing, visually and verbally.
Strong Word, Excel and PowerPoint skills.
Desired Skills & Criteria:
Ability to understand how the service fits into a broader organisational context and constraints.
Experience of working to design or deliver services for people with accessibility and inclusion needs.
Experience of working with contact centres.
Experience in third sector/advice organisations.
Location of Post:
The successful candidate will be required to travel to London, however base location can be flexible. Regular travel to other HMCTS sites and our contractor (WA Group) base in Coventry may also be required. In line with the department’s policies, travel and substance and, where appropriate, overnight accommodation will be available in line with organisational policies.
To discuss the role in further detail please contact rachael.bower@justice.gov.uk