Learner Experience Specialist – 47797
£21,170 - £30,324
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.
Selection process details: If the number of applications exceed expectations, an initial sift will be undertaken using the lead behaviour: Communicating and Influencing. We are unable to provide feedback to those candidates who are unsuccessful at the sifting stage.
Interview: If successful at the sifting stage, the final stage will consist of a blended interview. During the panel interview, your experience will be assessed, you will be asked behaviour-based questions to explore in detail what you are capable of, and you will be asked strength-based questions to also explore what you enjoy and your motivations relevant to the job role. Strengths will not be identified in advance of the interview Interviews will take place via MS Teams. Interview feedback (on request) will be provided.
Location: These roles are being advertised on a National basis and your home office location will be discussed with you if you are successful. Please note that MoJ operates from 4 HQ locations within an extensive operational estate. You will be expected to make full use of our smarter/remote working practices. If aligned to a local office or hub there might be regular travel to HQ sites expected for collaboration or business need. The 4 HQ locations are:
- 102 Petty France, London
- 10 South Colonnade, Canary Wharf
- Southern House, Croydon
- 5 Wellington Place, Leeds
Working arrangements: Some of the MoJs terms and conditions of service are changing as part of Civil Service Reform. The changes will apply to staff joining the 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 “unmodernised” MoJ terms if they are on “unmodernised” terms in their current post.
Existing Civil Servants will have their salary calculated in accordance with the Department’s pay on transfer / pay on promotion rules.
About the MoJ
The Ministry of Justice is a major government department at the heart of the justice system. We deliver some of the most fundamental public services including courts, tribunals, prisons, legal services, youth justice, probation services, and attendance centres.
The organisation works together with other government departments and agencies to bring the principles of justice to life for everyone in society. From our civil courts, tribunals and family law hearings, to criminal justice, prison and probation services. We work to ensure that sentences are served, and offenders are encouraged to turn their lives around and become law-abiding citizens. We believe the principles of justice are pivotal and we are steadfast in our shared commitment to uphold them.
Our vision is to deliver a world-class justice system that works for everyone in society.
Our four strategic priorities to deliver our vision are:
- A prison and probation service that reforms offenders.
- A modern courts and justice system.
- A Global Britain that promotes the rule of law.
- A transformed department that is simpler, smarter and more unified.
For more information on who we are and what we do, please visit: https://www.gov.uk/government/organisations/ministry-of-justice
Background to the Team
Within the Ministry of Justice (MoJ) for the Leadership, Talent & Capability Team in People Group it is our vision to make a Department where leaders inspire; talent is nurtured; diversity is celebrated; and everyone is enabled to be their best. As a Team we are here to champion leadership excellence, nurture and develop talent to inspire and empower every individual to fulfil their potential. Through the delivery of high quality, high impact programmes and assessments we strengthen individual and organisational capability, create a pipeline of future leaders and promote a culture of continuous improvement and growth. In our organisation:
- Leadership is a responsibility we all have regardless of grade. It is a transferable skill-set that is developed through strategic interventions based on evidence and research. Leadership is an area we invest in and value and we aim to develop self-sufficient, motivated leaders who inspire.
- Talent is recognising skills and expertise in individuals, even when they don’t see it in themselves. The development of a healthy pipeline of future talent that will service our business needs. The creation of an environment where talent is consistently, fairly and frequently talked about.
- Capability is ensuring we are operating an effective justice system and that our people have the right skills to perform their jobs. Recognising our strengths and opportunities and investing in priority areas. Opening opportunities to extend skills, for example through access to apprenticeships, qualifications and online learning.
The Enablement and Evaluation Team will be responsible for delivering outward facing functions on behalf of Leadership, Talent and Capability. There are four distinct functions: marketing and learner experience, reporting and evaluation and the team will work across the full leadership, talent & capability portfolio. The Learner Experience Specialist will be responsible for the learner experience activities across the full leadership, talent & capability portfolio.
- Supporting the implementation of strategies, plans and techniques that are tailored to products, programmes and events across Leadership, Talent and Capability that ensures reach across the MoJ, improves levels of application and engagement within our portfolio and evidences our return on investment and impact on the organisation.
- Working closely with the Design and Delivery team to ensure that learner experience is one of our top priorities when designing and delivering all our products.
- Effective collaboration across the wider team and engagement with a range of stakeholders to deliver on strategic priorities and ensure the learner experience of our programmes/interventions/events is in line with high quality standards – ‘what good looks like’.
- Utilising knowledge of the latest thinking, research and identifying appropriate opportunities to ensure that we are continually pursing best practice, horizon scanning as well as learning from others.
- Striving for excellence in a dynamic and creative way, open to working in a collaborative, iterative way that gets the best from the team whilst working at pace.
The Learner Experience Specialist is a key role that supports the Head of Enablement and Evaluation in the effective management of all learner experience activities across all of the high-quality, high-impact leadership, talent and capability portfolio for all 80,000 staff within the MoJ. This includes delivering on our leadership, talent and capability agenda, to ensure we are an organisation which fully develops its people to be their best in order that we can deliver a truly effective justice system
Main Activities / Responsibilities
The post holder will be expected to:
- Administer the learner experience function that delivers consistently excellent customer service to learners, customers, stakeholders and our external delivery partners. This will involve acting as the first point of contact for anyone enrolled on a programme or intervention focused on ensuring this positive experience is of the highest quality and is learner centred.
- Manage and track all learner contact, including keeping in regular contact with learners whilst onboarding and during their programme/intervention/event to ensure the best possible learner experience. This could include preparing learners to be “to be ready to learn”, creating the best conditions for learning, organising mentors to support the learner such as on an apprenticeship or talent scheme and offering ongoing support when required.
- Managing functional mailboxes: dealing with, answering and finding a solution to a wide range of queries in a timely manner, handling complaints and escalating issues, such as potential withdrawals when appropriate. This will also involve the management of waiting lists, ensuring that our interventions are at full capacity and consideration of recouping our costs if learners do not attend. These could come from a range of stakeholders within and outside of the MoJ including learners, line managers, senior leaders, providers and Cabinet Office. An important element of this role is continuous improvement i.e. what could be done differently in the future to avoid repeat queries and complaints. This could include producing FAQ documents where anticipated questions have been answered.
- Maintaining learner databases, such as contact details, diversity data and key personnel involving in their learner journey such as line managers, activity managers (Fast Stream), ensuring all data complies with GDPR processes.
- Support the development and implementation of an alumni tracking capability that monitors impact and progress with our candidates’ past and present, sharing resources and opportunities where applicable. This will include administering the programme alumni tracking, as well as regular keeping in touch activities.
- Managing interview and selection events, and providing support when required, for programmes across the Leadership, Talent and Capability team ensuring applicants have all the information they need.
- Booking of venues for events and programmes, some of which will have high volume of candidates, creation of virtual events and general administration support for Leadership, Talent & Capability Consultants. This will include issuance of joining instructions, ensuring learners have everything they need for a credible learner experience.
- Maintain, including managing central storage and access and regular reviews of content, a library of resources to ensure learners are always supported.
- Build strong relationships across the wider team and People Group.
- Comply with all information governance requirements, including the General Data Protection Regulations.
The duties/responsibilities listed above describe the post as it is at present and is not intended to be exhaustive. The Job holder is expected to undertake additional tasks commensurate with their grade.
Essential knowledge, experience and skills
- An understanding and recognition of the varied roles and responsibilities across the MoJ and developing people to be their best in order to deliver a world class justice system.
- Experience of excellent customer service to learners, customers, stakeholders and external delivery partners.
- Experience of managing functional mailboxes for learners and providers, answering queries in a timely manner, issuance of joining instructions, ongoing support and booking of training venues for events and programmes.
- Track record of building and maintaining lasting stakeholder relationships.
- Experience of working in a flexible, agile environment and ability to plan ahead.
- Teamwork and collaboration, professionalism and strong work ethic.
- Strong oral and written communication skills.
- Utilise a high degree of autonomy and working on your own initiative.
Desirable knowledge, experience and skills:
- Experience of planning, organising and utilising project methodology to deliver positive outcomes.
There are no specific academic or professional accreditations required for this role. However, a willingness to work towards a suitable qualification such as a Level 3 Apprenticeship is encouraged.
Working Arrangements & Further Information
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.
Flexible working hours
The Ministry of Justice offers a flexible working system in many offices.
The MoJ offers a range of benefits:
The pay structure is being consulted upon and therefore the pay advertised/offered may change depending on the outcome of the consultation. If you have any concerns, please check what the situation is before accepting any offer.
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.
The Civil Service offers a choice of pension schemes, giving you the flexibility to choose the pension that suits you best.
The Ministry of Justice is committed to staff development and offers an extensive range of training and development opportunities.
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.
Grading Structure Review
The Ministry of Justice is currently undergoing a review of posts which are currently graded at Band A to realign our grading structure with the majority of the wider Civil Service.
Posts advertised at Band A may be graded at either Grade 6 or Grade 7 once the review has taken place.
- 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 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
1- To Shared Service Connected Ltd (0845 241 5358 (Monday to Friday 8am – 6pm) or e mail Mojfirstname.lastname@example.org);
2- To Ministry of Justice Resourcing (email@example.com);
3- To the Civil Service Commission (details available here)
The Civil Service embraces diversity and promotes equal opportunities. 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 SSCL Recruitment Enquiries Team.