HM Courts and Tribunals Service

Directorate: Digital Technology Services (DTS)

Pay Band: HEO

Job Title: National DSO Training & Support Manager

Location: This role is predominantly based in London

Successful applicants will be expected to be office based 3 days per week in any HMCTS Office (subject to business availability).

Term: Permanent

Interview: Video conference via Teams

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

Important 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). 

GDD:

Roles will be recruited using a combination of the Government Digital and Data (GDD) (GDD) and Success Profile Frameworks. Using GDD we will then determine if you will be paid an additional allowance, on top of your basic salary. This role is aligned to the Business Relationship Manager role, within the IT Operations Job Family.

Merit List:

HMCTS run a Merit List, where candidates who are unsuccessful at interview, by only a few points, can be offered other roles, at the same band, for up to 12 months.

So, it is always a good idea to apply for a role, and try as best as you can at interview, as you never know what future opportunities it may open! You will be able to view your status via the application screen. If you have been added to the Merit List, your status will show either Merit or Reserve list.

Introduction:

These are exciting times at HM Court and Tribunals Service (HMCTS). As an agency of the MoJ, we support the judiciary across England and Wales to deliver justice by running courts and tribunals and processing outcomes, and we are looking for talented people to help us achieve our ambitions. It will be challenging, important and rewarding.

HMCTS Digital and Technology Services (DTS) is a specialist technology directorate which provides support to HMCTS in the use of IT and Digital.

DTS is creating a place in which it is great to do work and part of our offer is brilliant training opportunities and support from expert colleagues. As well as that you’ll find flexible working, an inclusive culture and a place where your opinion is valued.

Please follow the link below for further information about HMCTS. www.gov.uk/government/organisations/hm-courts-and-tribunals-service

Job Description:

As a member of the National DSO Support Team within DTS you will have a pivotal role in supporting HMCTS by driving the development of new digital services, supporting new user- centric, intuitive systems and enabling simplified access to justice.

You will be responsible for the support and development of the National Digital Support Officer (DSO) team. You will design, develop and deliver the DSO learning packages, updating the packages when required and support the DSO community to meet business need.

You will have a pivotal role in supporting the DSO community, by driving the development of new digital services, supporting new user-centric, intuitive systems and enabling simplified access to justice.

The post holder will need to work with others within and external to the DTS and across the HMCTS Regions attending discussions relating to the DSO role.

They will support the Head of Digital Support Officers Manager with the design, development and delivery of the DSO learning package, updating the packages when required to meet business need.

In addition to supporting the National DSO community, each post holder will be a central point of contact and trusted advisor for the DSOs and RSUs for IT matters for London & RCJ.

The post holders will provide cover as and when required for other HEO colleagues within the team.

Key Responsibilities:

• The post holder will support the Deputy Head of Digital Support Officers on issues relating to the DSO roles, including:

• Briefing, reporting, HR and training workstreams, compliance with HR policies, engagement within the Regions, support with identification of and preparation for further national training programs to the DSO community;

• They will highlight areas of concern that require the attention of intervention to senior management;

• Collate and analyse management information that gives a meaningful and collective narrative of progress and outcomes to inform decision making by senior management;

• Be a single point of contact for DSOs, responding to requests for information from multiple stakeholder groups;

• Work with reform project teams to ensure DSO recruitment, training and support are in place, risk and issues are identified and benefits are mapped;

• Provide one-to-one or group training to DSOs;

• Escalate specific issues to Head of Digital Support Officers Manager or Head of Live Operations as appropriate;

• Drafting communications or commissioning them from stakeholders on request from the Head of Digital Support Officers Manager;

• Assist the Head of Digital Support Officers Manager by attending meetings, coordinating consultation, contributing to papers and/or providing a secretariat function as required.

Accountability

• Reporting to the Deputy Head of HMCTS Digital Support Officer Team (SEO) manager.

Key interactions will be with:

• DTS Product Managers;

• DTS Incident/Problem Management Teams;

• DTS Live Operations

• DTS Digital Operations

• DTS Regional IT Team.

• Judicial and RCJ Group Teams

• National Services & Regional Management Teams;

• Head & Deputy Head of the National DSO Team;

• DTS Business Relationship Managers;

• National DSO Coordination Team, Training and Support Managers

Other duties

The post holder is required to work in a flexible way and undertake any other duties reasonably requested by line management which are commensurate with the grade and level of responsibility of this post.

Location

The postholder will be covering the London and RCJ.

Post holder will be required to be based at a HMCTS site within their respective region and will need to travel extensively within the region they support including travel to other HMCTS sites outside of their region (including London) when required as part of these working arrangements.

Essential Criteria

• Experience of stakeholder engagement;

• Experience of digital products & systems used within the HMCTSs.

• Experience of providing end user support/advice.

Desirable experience:

• Evidence of using continuous improvement tools to review and implement process improvements;

• Experience of problem solving and working with others to deliver at pace.

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

Application process:

The following areas will be recruited using a combination of the Government Digital and Data (GDD) (GDD) and Success Profile Frameworks will be used to assess and score your application during the sift, and interview.

.

• Experience - As demonstrated in your application form and 750 words statement of suitability.

• Strengths - During the interview, you will be asked strength-based questions.

• Technical Assessment - During the interview, you will be asked a questions against the GDD framework, focusing on:

  • Stakeholder Relationship Management

  • Continuous Service Improvement

  • User Focus

• Behaviours - During the interview, you will be required to provide evidence of the following key behaviours at HEO.

• Changing and Improving

• Communicating & Influencing

• Developing self and others