Role Title: AI Customer Service Support Manager

Grade: SEO

Directorate: Justice AI Unit within the Service Strategy & Transformation Directorate

Number of posts: 2

Location: National, with regular attendance in London required

Role Purpose

The Customer Service Support Manager will lead operational and customer support for AI-enabled products and services delivered by the Justice AI Unit across the Ministry of Justice and its agencies.

Working closely with AI Product Managers, technical teams, operational stakeholders and users across courts, prisons and probation, the post holder will support onboarding, adoption, issue resolution, service communications and continuous improvement.

The role will help ensure users receive a professional, responsive and effective service, while providing product teams and senior stakeholders with clear insight on service health, user confidence, adoption risks and opportunities to improve.

To learn more about the Justice AI Unit and our work, visit our website or follow us on LinkedIn for updates and insights.

Key Responsibilities

• Act as a key point of contact for users, stakeholders and AI Product Managers, providing effective support for AI-enabled products and services.

• Lead customer service activity for assigned products, including onboarding, guidance, issue triage, complaints handling, service records and improvement planning.

• Coordinate the resolution of service issues, working with product, technical, delivery, security and operational colleagues to agree actions and maintain user confidence.

• Support adoption and controlled rollout activity, helping users understand how to access, use and provide feedback on AI-enabled services.

• Build strong working relationships across operational, digital, data, product and assurance communities to support safe and consistent product adoption.

• Gather, analyse and present feedback, complaints, service performance data and operational insight to identify trends, risks and improvement opportunities.

• Maintain clear documentation, trackers, logs and audit trails to support service quality, governance, reporting and continuity.

• Draft clear communications, service updates, briefings and guidance for a range of audiences, including senior stakeholders and operational users.

• Provide evidence-based advice on service health, customer impact, adoption readiness and escalation routes.

• Contribute to continuous improvement across the Justice AI Unit portfolio by sharing lessons learned, improving support models and strengthening feedback loops.

Essential Skills and Experience

• Experience working in customer service, live service support, adoption, business change or operational support within a complex organisation.

• Strong communication and influencing skills, with the confidence to engage users, operational stakeholders and senior colleagues clearly and professionally.

• Ability to build trusted working relationships across technical and non-technical teams, including product, digital, operational and assurance colleagues.

• Excellent organisational skills, with the ability to prioritise competing demands, maintain momentum and follow issues through to resolution.

• Good judgement and problem-solving skills, including the ability to balance user need, operational urgency, confidentiality, governance, security and delivery constraints.

• Experience gathering, evaluating and presenting information clearly, including feedback, complaints, service performance data or operational evidence.

• A collaborative and continuous improvement mindset, with experience identifying root causes, trends and opportunities to improve services.

• Strong written skills, including the ability to produce clear service updates, guidance, reports, briefings or decision material.

• Strong IT literacy, including confidence using Microsoft 365 and tools for maintaining records, workflow control, reporting and audit trails.

Desirable Skills and Experience

• Experience supporting digital products, AI-enabled services, workflow tools or other technology-enabled operational services.

• Understanding of responsible AI, data protection, information security, service governance or public sector assurance requirements.

• Experience supporting product rollout, onboarding, user adoption or service readiness in a multidisciplinary environment.

• Experience working with courts, prisons, probation, justice services or other operational public sector environments.

• Experience producing service reports, risk logs, decision trails, complaints analysis or audit-ready documentation.

Agreed Expectations

The successful candidate will be expected to work from London as the home base of the Justice AI Unit. Candidates not currently based in London will be required to either relocate or undertake regular travel to London, with attendance expected at least fortnightly, in line with business needs.

How to apply

The selection process for this vacancy will utilise Civil Service Success Profiles and will assess your Experience and Behaviours.

Application

Candidates must submit a CV and Personal Statement.

Your Personal Statement (no more than 500 words) should outline how you meet the essential skills and experience required for this role, using examples of work you have undertaken.

A diverse panel will assess applications against these criteria.

Should we receive a high volume of applications, a pre-sift may be conducted based on experience working in customer service, live service support, adoption, business change or operational support within a complex organisation.

Following sift, candidates who meet the required standard will be invited to take part in an interview. The following Civil Service behaviours will be assessed:

• Communicating and Influencing

• Changing and Improving

• Delivering at Pace