23651 - RCJ Digital Services Support Lead

Job description

HM Courts and Tribunals Service

Job Title: Digital Technology Services (DTS)

Grade: EO

Directorate: RCJ Digital Services Support Lead

Location: London

Successful applicants will be expected to be office based 5 days per week at the Royal Courts of Justice, The Strand, London, WC2A 2LL

Contract Type: Permanent

Working Pattern: Full-time / Flexible Working

This is a full-time position only due to the nature of the role.

Level of Clearance: To apply for this role, you will be required to successfully complete Security Clearance (SC) level as a condition of appointment. For further guidance click here

Introduction

HM Courts & Tribunals Service (HMCTS) is responsible for the administration of criminal, civil and family courts and tribunals in England and Wales. Our roles support our service users and colleagues, where people and businesses access potentially life-changing justice. We’re looking for individuals who are committed to public service and want to make a difference in people’s lives in delivering justice. If you’re interested in developing a career with a real purpose, please apply.

Job Description

The RCJ Digital Services Support Lead will within the Judicial and RCJ support team within HMCTS Digital & Technology Services Directorate the role will provide operational IT support within the RCJ. They will be required to work closely with the onsite MOJ digital team as well as the wider DTS teams.

This role will provide day to day management and leadership of the DSOs when on duty. Your focus will be on the day to day running of the digital services used across the RCJ by staff and judiciary, you will support the DSOs with management of incidents as well as act as an escalation route. You will be responsible for coaching the DSO team, to identify service gaps and highlight areas for service improvement. You are expected to contribute both by providing updates and take personal responsibility for the work you undertake.

In this role you will

Your role as RCJ Digital Services Support Lead will encompass several key responsibilities listed below (but not limited to):

- Working closely with the onsite RCJ & Judicial Digital Teams, DSOs and Operational teams, the main responsibilities of the role are:
- Coach, motivate and support DSOs in their interactions with users, both in terms of the quality and accuracy of the interactions to ensure a high quality of service is provided daily.
- Work with local management teams to ensure DSO cover is maintained even during busy periods. Make changes to the teams priorities and activities to Take forward work to support IT services across the RCJ ensuring no impact on frontline services. Working with helpdesks/suppliers/reform on IT elements of incidents, escalations and new services.
- Help identify new digital & technology requirements and highlighting these through to the relevant DTS management team.
- Manage a team of on duty DSOs within the RCJ business area. No financial management.
- Liaise with the DTS DSO Support team on DSO development plans and schedule development activity for the RCJ DSOs to ensure consistent levels of service to users are maintained and DSOs have the right knowledge and skills to support the digital services.
- Support the DSOs with the day-to-day work in the RCJ, liaising with them over any changes and major incidents to ensure as little down time as possible to internal and customer facing services.
- Attend and when required lead meetings/workshops on behalf of the RCJ Digital Services Support Manager.
- Identifying and analysing system/service performance issues, trends for the RCJ. Provide the central HMCTS ICT function with relevant information to manage IT performance effectively and drive efficiencies.
- Manage senior stakeholder relationships, ensuring alignment of the DSO model across the RCJ.
- Managing escalations raised by RCJ management team and RCJ Digital Services Support Team, liaising with RCJ Group IT, DTS Major Incident/Problem Management teams.
- Ensure issues and risks raised are resolved in an appropriate manner managing stakeholders across the organisation.
- Support the recruitment of DSOs in the RCJs and assess the RCJ DSOs performance and routine activities.
- To provide support to the RCJ Group IT team and e-Judiciary Support Team with the end-to-end service, supporting resolving incidents and problems, making changes to the service and providing system enhancements as directed.
- Act as a point of contact for the judiciary, senior stakeholders and the wider directorate of HMCTS, and be responsible for analysing and escalating queries raised using your knowledge base and judgement.
- To provide appropriate and timely responses to issues, including channelling requests to the appropriate team, monitoring resolution activity, keeping customers appraised of progress and suggesting improvements to service delivery.
- Support the RCJ leadership team, by attending meetings as required to resolve issues relating to the RCJ DSO support, assist in incident briefs, reporting concerns/issues, HR and training.
- To have the ability to work both independently and as part of a team, proactively and with versatility in responding to changing circumstances is essential.
- Support testing of software and hardware as instructed. Capture test issues, outcomes and recommended next steps.
- Provide input into meetings/workshops with RCJ Management teams, DTS suppliers, stakeholders and judiciary.
- Work with the RCJ & Judicial team and other Digital teams in the RCJ to ensure business objectives and associated targets are met and the service performance is maintained.
- The role involves the processing and coordination of appropriate and timely responses to incident, including escalation of incidents to the appropriate service desk for resolution, monitoring resolution activity and keeping the Judiciary and/or Operational teams updated on the incident/resolution.
- 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.

Essential skills

- Knowledge of Office applications, Outlook, Word, Excel, PowerPoint, Teams and SharePoint.
- The ability to make decisions using relevant information, knowledge base and documented processes.
- interpersonal skills to aid collaboration with team members, liaising with suppliers, senior stakeholders and the (senior) judiciary;
- Excellent writing skills, with the ability to work with and prepare reports;
- The ability to problem solve and anticipate problems, ideally providing a solution or preparation of potential issues.
- Knowledge and understanding of IT systems used within HMCTS and/or the RCJ is desirable, to be able to review individual and team performance and analyse areas for improvement or success.
- Coaching skills, to be able to support the DSO team in improving service delivery.

Application process:

Stage 1 - Sift:

To apply for this position, you must submit the following as part of your application:

- An anonymised CV , setting out your career history, key responsibilities and achievements. Your CV will be assessed against the essential criteria outlined within the Essential Skills section of this advert.
- A Statement of Suitability which should give us real life examples of how your skills and experience match those needed for this role . We recommend following the STAR (https://nationalcareers.service.gov.uk/careers-advice/interview-advice/the-star-method)
- Behaviour examples illustrating the Civil Service Behaviours listed under the Application form stage assessments section.

Should we receive a high volume of applications, a pre-sift may be conducted on the lead behaviour – Managing a Quality Service. Candidates who pass the pre-sift will be fully assessed on all the sift criteria.

Please access the following link for guidance on how to apply - Application Guidance

Stage 2 - Interviews:

Successful candidates who passed the sift will be invited to an in-person interview (details to be shared along with your invite). At interview stage, you will be assessed against the following Behaviours. Details can be found under the interview stage assessment section on the advert.

For further guidance on the interview process please click here

Important information

Level of Clearance

To apply for this role, you will be required to successfully complete Security Clearance (SC) level as a condition of appointment. To meet these requirements, you will normally need to have been resident in the UK for at least 5 years

For further information please click here

Salary details

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 new pay band, or receive an increase of 10 percent on the current base salary, whichever is higher (This is restricted to the pay maximum of the new band).

Travel requirements

There will be a requirement to travel occasionally to RCJ Rolls Building site in line with business needs.

Proud to Serve. Proud to keep justice go ing.

Additional Information

Working Arrangements & Further Information

The MoJ offers Hybrid Working arrangements where business need allows. This is an informal, non-contractual form of flexible working that blends working from your base location, different MoJ sites and / or from home (please be aware that this role can only be worked in the UK and not overseas). All employees will be expected to spend a minimum of 60% of their working time in an office, subject to local estate capacity.

Some roles will not be suitable for Hybrid Working. Similarly, Hybrid Working will not suit everyone’s circumstances. Arrangements will be discussed and agreed with the successful candidate(s) and subject to regular review.

For nationally advertised roles: All successful candidates will be appointed to the nearest viable office nearest to their home postcode and on its respective pay scale. This will be at either a HQ building (subject to desk allocation, a Justice Collaboration Centre (JCC) or a Justice Satellite Office (JSO) – See Map . All employees will be expected to spend a minimum of 60% of their working time in an office, subject to local estate capacity).

For current MoJ employees, your base location will need to be changed to the nearest viable office (to your home postcode), either at a HQ building, JCC or JSO within the National Office Network and moved its location’s respective pay scale (any legacy arrangements/locations will need to be amended).

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.

MoJ candidates who are on a specialist grade, will be able to retain their grade on lateral transfer.

All candidates who are currently in receipt of Mark Time / Pay Protection should ensure they are familiar with the new policy on permanent and temporary promotion which can be found on the employee intranet.

Flexible working hours

The Ministry of Justice offers a flexible working system in many offices. Standard full time working hours are 37 hours per week. MoJ welcomes part-time, flexible and job-sharing working patterns, where they meet the demands of the role and business needs. All applications for part-time, flexible and job-sharing working patterns will be considered in accordance with the MoJ’s Flexible Working policy.

Benefits

The MoJ offers a range of benefits:

Annual Leave

Annual leave is 25 days on appointment and will increase to 30 days after five years’ service.

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.

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.

Eligibility

Staff on fixed term appointments must have been recruited through fair and open competition.

Vacancies advertised “cross-government” are only open to all Civil Service employees and employees of accredited non-departmental public bodies (NDPBs) who were appointed on merit following a fair and open competition; or were appointed to a permanent post through an exception in the Civil Service Commissioners' rules.

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 moves to or from another employer or moves across the Civil Service this can have implications on your eligibility to carry on claiming childcare vouchers. You may however be eligible for alternative government childcare support schemes, including Tax Free Childcare. More information can be found on www. www.GOV.UK (https://www.gov.uk/help-with-childcare-costs/tax-free-childcare) or Childcare Choices (https://www.childcarechoices.gov.uk/) . You can determine your eligibility at https://www.childcarechoices.gov.uk/ .
- Paid paternity, adoption and maternity leave.
- Free annual sight tests for employees who use computer screens.

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 . Should you feel that the recruitment process has breached the recruitment principles you are able to raise a formal complaint in the following order

- To Transformative Business Services (0345 241 5359 (Monday to Friday 8am - 6pm) or e mail [email protected] (mailto:[email protected]) );
- To Ministry of Justice Resourcing team ( [email protected] (mailto:[email protected]) );
- To the Civil Service Commission (details available here (https://civilservicecommission.independent.gov.uk/recruitment/recruitment-complaints/) )

As a Disability Confident employer, MoJ are committed to providing everyone with the opportunity to demonstrate their skills, talent and abilities, by making adjustments throughout all elements of the recruitment process and in the workplace. MoJ are able to offer an interview to disabled candidates who meet the minimum selection criteria, except in a limited number of campaigns.

You will be able to request reasonable adjustments to the recruitment process within the application form. If you need additional help completing the application form, please contact the TBS Recruitment Enquiries Team.

For more information on applying for a role as a candidate with a disability or long-term condition, please watch our animated videos .

Diversity & Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan and the Civil Service Diversity and Inclusion Strategy .

Redeployment Interview Scheme

Civil Service departments are expected to explore redeployment opportunities before making an individual redundant. The MoJ is committed, as part of the Redeployment Interview Scheme, to providing opportunities to those who are 'at risk of redundancy'.

MoJ is able to offer an interview to eligible candidates who meet the minimum selection criteria, except in a limited number of campaigns. Candidates will not be eligible for the Redeployment Interview Scheme if they are applying on promotion.

Civil Service Nationality Rules

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 (https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.gov.uk%2Fsettled-status-eu-citizens-families&data=05%7C01%7Cchristopher.jeffery%40soprasteria.com%7C8a2293860362402c15da08dbf4cff146%7C8b87af7d86474dc78df45f69a2011bb5%7C0%7C0%7C638372946312587803%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C3000%7C%7C%7C&sdata=s%2BxUsev%2BGeeK%2FLgTUjpjfTJu%2FjpKQZ%2BQPJXNduvik3Q%3D&reserved=0)
- 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

Reserve list

A reserve list may be held for up to 12 months from which further appointments may be made for the same or similar roles.

Contact Information

MoJ:

If you require any assistance please call 0345 241 5359 (Monday to Friday 8am - 6pm) or e mail [email protected]

Please quote the job reference 23651

HMPPS

If you require any assistance please call 0345 241 5358 (Monday to Friday 8am - 6pm) or e mail [email protected]

Please quote the job reference 23651

A sift based on the lead behaviour, Managing a Quality Service, may be held if a large number of applications are received. If a large number of applications remain after the initial sift, your application will be progressed to a full sift, where all behaviours will then be considered.

Use of Artificial Intelligence (Al)

Artificial Intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance for more information on appropriate and inappropriate use.