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General Information

Salary
The national salary is £56,532 - £64,048, London salary range is £61,201 - £69,338. Your salary will be dependent on your base location.
Working Pattern
Full Time, Flexible Working
Vacancy Approach
Cross Government
Location
National
Region
National
Closing Date
23-Jun-2025
Post Type
Fixed Term, Loan, Secondment
Civil Service Grade
Grade 7
Number of jobs available
1
Reserve List
12 Months
Job ID
6657

Descriptions & requirements

Job description

About us

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.

About the team

The Strategy and User Insight division drives HMCTS’ direction and decision-making.  We do this by using our collective expertise to develop HMCTS priorities which have users at heart. This is done through:   

  • Strategy and planning that supports the organisations vision and purpose  
  • Using insight and evidence to guide service delivery and continuous improvement, helping enable access to justice for all  
  • Providing a range of expertise including on innovation, inclusion, workforce planning and evaluation 

This role sits in the User Inclusion Team. Our purpose is to improve access to justice by enabling HMCTS to design and deliver inclusive services as well as support for vulnerable users.  We do this through:  

  • Cross jurisdictional strategic approaches 
  • Designing, testing and iterating solutions that remove barriers to justice 
  • Facilitating public user engagement to inform strategy, design and delivery 
  • Providing SME advice on inclusion, vulnerability and equality.  

About the role

As User Inclusion Strategy & Engagement Lead you will lead a team with responsibility for developing HMCTS’s user strategy and managing our engagement with public users.

The focus of the team for the next 9-12 months is the design and development of the digital support service. To ensure that all users can access HMCTS digital services, HMCTS offers a support service for digitally excluded users (those with no access to technology or digital skills and confidence). Based on lessons learned from the current service we are exploring providing a broader range of support for digitally excluded users and delivery through a grant-based model (currently the service is funded by a contract) to enable us to utilise the expertise of the advice and support sector in supporting our users. You will lead on the design of the future service and development of the Outline Business Case to secure agreement on the way forward and onward competition to market. You will work to hand over the future service to the live service management team (also within the User Inclusion Team) who will mobilise and manage the service.  You will also respond to other user-based issues that arise which need strategic consideration.

You will also co-ordinate our public user engagement which enables us to hear the voices of those users who are most likely to feel the impact of changes to our services. Our engagement takes place at a strategic HMCTS wide perspective and at a jurisdictional level aiming to facilitate effective collaboration with third sector stakeholders to improve the design and delivery of our services. We work with a mix of organisations who provide advice or support for those who use the courts and tribunal. This involves the delivery of five public user engagement groups.  The insight we gain through this engagement directly informs the development of HMCTS user centred strategy, design and delivery of our services.

Your role as the User Inclusion Strategy & Engagement Lead encompasses several key aspects (but not limited to):

  • Responsible for leading the development of the future digital support service, based on robust evidence and market engagement.
  • Develop the future digital support service business case and navigate the appropriate governance route.
  • Develop an evidence base around user needs, engagement feedback, service performance data and operational feedback to develop user-based strategies
  • Provide a user focused insight from a HMCTS perspective to MOJ Policy and HMCTS service design and delivery.
  • Work with the HMCTS Strategy Unit, to ensure user needs are understood across all HMCTS strategies.
  • Work across other government departments to understand best practice and share lessons learned around user-based issues.
  • Oversee the delivery of the five HMCTS public user engagement groups (strategic, crime, civil, family and tribunals).
  • Manage relationships with external organisations who are members of engagement groups or in our signposting database.
  • Ensure that feedback informs the development of cross service standards and service specific improvements.
  • Line management of a team (currently SEOx2, HEO, EO)

Other duties

You will be 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 the posts.

Who are we looking for? (Person Specification)

The ideal candidate for this position should demonstrate:

Essential

  • Experience in the development of services for users or user-based strategies.
  • Experience in using evidence and insight to inform service and strategy development.
  • Accomplished communicator with strong stakeholder/relationship management skills, with a successful track record of influencing and negotiating sometimes challenging conversations with various stakeholders of the business in order to achieve user focused outcomes.
  • Excellent organisational skills, with proven experience of organising engagement channels, meetings and events.
  • Excellent time management skills, creating own work schedules, preparing in advance and setting realistic timescales for oneself and others.
  • A positive approach to problem solving.
  •  A passion to improve the accessibility of services for the end user.

Desirable

  • Experience in writing business cases.
  • Experience in grant management.
  • Experience in championing the user voice and/or equality and inclusion across an organisation.
  • Experience of third sector advice or support organisations.
  • Experience in managing a team.
  • Knowledge or experience of courts and tribunals services, or the wider justice landscape.

Further details

There will be a requirement to travel occasionally to London and other HMCTS sites in line with business needs.  

Fixed Term Appointments (FTA) on Promotion  

MoJ employees may apply for FTA opportunities in MoJ that are advertised at a higher grade than their current substantive grade. Where an employee accepts an FTA on promotion, this promotion will be temporary, and the employee will revert to their substantive grade upon return to their home business area, as per the loan policy for OGD loans. Before applying, employees must seek approval from their line managers to ensure they can be released for the duration of the FTA and can return to their substantive role at the end. If there is no role available at the end of the FTA, the employee will be subject to redeployment and potentially redundancy procedures. 

About our benefits

We reward our people for their hard work and commitment. We have a number of family

friendly and flexible working polices that will help you achieve a healthy work-life balance. In addition, we offer a range of employee benefits which include generous annual leave, a highly competitive contributory pension scheme, childcare benefits, season ticket and bicycle loans.

Proud to Serve. Proud to keep justice going.

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 role: 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.

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.GOV.UK or Childcare Choices. 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

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.

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

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.

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.

A Great Place to Work for Veterans

The "Making the Civil Service a Great Place to work for veterans" initiative includes a guaranteed interview scheme to those who meet the minimum criteria to provide eligible former members of the Armed Forces with opportunities to secure rewarding jobs. Allowing veterans to continue to serve their country, and to bring highly skilled individuals with a broad range of experience into the Civil Service in an environment, which recognises and values your previous service in the Armed Forces.
For further details about the initiative and eligibility requirements visit: https://www.gov.uk/government/news/making-the-civil-service-a-great-place-to-work-for-veterans

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
  • 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 moj-recruitment-vetting-enquiries@resourcing.soprasteria.co.uk

Please quote the job reference 6657

HMPPS

If you require any assistance please call 0345 241 5358 (Monday to Friday 8am - 6pm) or e mail moj-recruitment-vetting-enquiries@resourcing.soprasteria.co.uk

Please quote the job reference 6657

Application form stage assessments

Behaviours
Behaviours Application Form Question Word Limit
250
Making Effective Decisions
Experience
We will assess your experience for this role via the following methods
Statement of Suitability
Statement of Suitability
Guidance for the Statement of Suitability
Please submit a statement of suitability of no more than 750 words setting out evidence and examples of how you meet the person specification of the role. Please ensure you cover both ‘what’ you do but also ‘how’ you do it. (i.e., the effective skills, knowledge & experience needed to undertake the role).

We aim to sift all assessment criteria as advertised at application stage, However, in the event of a large number of applicants, an initial sift may be conducted on the statement of suitability.
Candidates who pass the initial sift of the statement of suitability will be progressed to a full sift where the remaining criteria are assessed.
Evidence of Experience
Statement of Suitability

Interview stage assessments

Interview Dates
Interviews expected 09/07 - subject to change
Behaviours
Making Effective Decisions
Changing and Improving
Communicating and Influencing
Strengths
Strengths will be assessed but these are not shared in advance. To learn more about Strengths and how they are assessed please click here.
Use of Artificial Intelligence (Al)
You must ensure that any evidence submitted as part of your application, including your CV, statement of suitability and behaviour examples, are truthful and factually accurate. Please note that plagiarism can include presenting the ideas and experiences of others, or generated by artificial intelligence, as your own.
Level of security checks required
Baseline Personnal Security Standard (BPSS)