User Strategy, Inclusion and Engagement Support Officer (Ref: 77414)

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.

Her Majesty’s Courts and Tribunals Service   

Directorate: User Experience and Insight (UE&I)

Job Title: User Strategy, Inclusion and Engagement Support Officer

Location: National (with regular travel to London and other sites as required by business needs)

Duration: Permeant

Pay Band: EO/Band D
London (within M25): £29,664 – £31,200
National: £25,827 – £27,170

Background:

HM Court and Tribunals Service is an Executive Agency of the MoJ and provides the supporting administration for the judiciary across England and Wales. HMCTS is coming to the end of a large-scale reform program, which aimed to create a system that is proportionate and accessible and that better meets the needs of the people it serves.  

The User Experience and Insight (UE&I) division at HMCTS is focused on designing and improving our Courts and Tribunal services around the needs of our users – ensuring our services are accessible, easy to use, digital (where necessary and appropriate) and well supported for all users.  UE&I is a cross cutting division which provides tools and support to the organisation to deliver against our core design principle of being user led. The teams works supports the delivery of change projects and improvements to live services. The team works closely with projects to provide best practice and consistent design, deliver cross-cutting projects for services, working closely with teams across the organisation to deliver.

The Team:

This role sits within the User Strategy, Inclusion & Engagement Team (USIE). The purpose of the User Strategy, Inclusion and Engagement Team is supporting HMCTS to ensure that all users can access our service and participate effectively. It does this through engaging with third sector organisations which then informs how’s HMCTS interacts with its users. Through the development of user strategies, service standards and design of inclusive services. Where barriers can’t be removed designing support for users.  As a team we look across all jurisdictions and across the end to end user journey.

Role Purpose:

The role holder will be supporting colleagues across the USIE team. Within USIE there are three workstreams:

•    User Strategy and Engagement: Developing user based strategies and leading HMCTS engagement with the advice and third sector to help HMCTS improve our services by understanding the experiences of public users.
•    Accessibility and Inclusion: Developing tools to help HMCTS design inclusive service, subject matter experts of equality and accessibility legislative duty and design support for our users.
•    Digital Support: Designing and delivering the HMCTS National Digital Support Service to ensure users who are digitally excluded can still access justice. 

As USIE Support Officer you will sit within User Strategy and Engagement but provide support across all workstreams in USIE. The role is critical to enabling projects and workstream activity to progress efficiently. 

Key responsibilities:

Meeting Administration: 
•    Organise meetings across the USIE workstreams, including room bookings, book equipment as required and issue calendar invites, agendas and papers. These will be of regular and ad hoc nature.
•    Attend meetings as required in order to take minutes, record and monitor progress of action points.

Administration: 
•    Provide administrative and business support to USIE, including, booking meeting rooms, travel booking, hotel booking etc
•    Managing team email accounts and proactively draft responses to email gathering input from the team as necessary and escalate difficult problems and issues upwards
•    Note taking, assisting others, feeding into PowerPoint slide decks, constructing and updating organogram, refreshing reports, 

Quality assurance task:
•    Complete call listening of both Court and Tribunal Service Centre (CTSC) and Contracted Supplier calls to ensure the quality of service provided is to a high standard
•    Provide support with other quality assurance processes such as data monitoring and outcome validation 
•    Work with Contracted Supplier to arrange quality assurance site visits to partners delivering the Digital Support service 

Tracking, monitoring, and progression of USIE work: 
•    Track and monitor action points or recommendations from internal and external meetings, ensuring these are followed up and resolved using appropriate means of escalation.
•    Track and monitor the progress of reform team’s compliance with USIE work. 
•    Liaise with service teams regarding USIE work around deadlines and tasks to ensure works remains on track.
•    Produce updates and graphs on USIE work for the User Experience & Insight Programme Management Board.

Project research and support:
•    Undertake specific project work and research where required, gathering information from colleagues in HMCTS and MoJ and from external sources e.g. websites or other public-sector projects to inform development of the teams’ work and to aid decision making.
•    Support additional tasks such as note taking, collating commissions and refreshing reports.

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.

Essential Skills, Knowledge & Experience:

We’re looking for an enthusiastic and highly motivated person who meets the following essential criteria:

•    Good level of MS365 offering, including MS Teams, Outlook, Excel knowledge and expertise
•    Good organisation and administration skills
•    Ability to take accurate notes/minutes from meetings, distribute in a timely manner and chase outstanding actions
•    Experience of organising and facilitating large meetings, both virtually and face to face
•    Experience of working across multiple teams to deliver a shared goal
•    Experience of liaising and co-ordinating activity across teams
•    Experience of delivering against tight timescales 
•    Be able to work unsupervised and be adaptable to changing timelines and demands
•    Ability to prioritise work against competing priorities in a fast-paced environment focused on timely and accurate delivery
•    A passion to improve the accessibility of HMCTS services.

Other duties

The post holder 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.

Location of Post:

The successful candidate will be required to regularly travel to London, however base location can be flexible. Travel to other HMCTS sites may also be required as part of these working arrangements. In line with the department’s policies, travel and subsistence and, where appropriate, overnight accommodation will be available in line with organisational policies.

Application Process:

To apply for this position, you must provide evidence of your suitability against the following:

1.    A statement of up to 250-words against each of the Success Profile behaviours below. You will be assessed against the Success Profile for this role at Level 2.

Delivering at Pace    

Regularly review the success of activities in the team to identify barriers to progress or challenging objectives. Identify who and what is required to ensure success, set clear goals and areas of responsibility and continually assess workloads considering individual needs. Follow relevant policies, procedures and legislation to complete your work. Ensure colleagues have the correct tools and resources available to them to do their jobs. Have a positive and focused attitude to achieving outcomes, despite any setbacks. Regularly check performance against objectives, making suggestions for improvement or taking corrective action where necessary. Ensure that colleagues are supported where tasks are challenging.

Making Effective Decisions    

Take responsibility for making effective and fair decisions, in a timely manner. Analyse and research further information to support decisions. Talk to relevant people to get advice and information when unsure how to proceed. Explain how decisions have been reached in a clear and concise way, both verbally and in writing. Demonstrate the consideration of all options, costs, risks and wider implications, including the diverse needs of end users and any accessibility requirements.

Changing & improving    

Regularly review own and team’s work and take the initiative to suggest ideas to make improvements. Give feedback on changes in a constructive manner. Take a positive, open approach to the possibility of change and encourage others to do the same. Help others to understand changes and the reasons they are being put in place. Identify and act on the effects changes are having on your role and that of the team. Look for ways to use technology to achieve efficient and effective results. Consider accessibility needs of the diverse range of end users.

Managing a Quality Service    

Work with customers to understand their needs and expectations. Create clear plans and set priorities which meet the needs of both the customer and the business. Clearly explain to customers what can be done. Keep colleagues and stakeholders fully informed of plans, possibilities and progress. Identify common problems that affect service, report them and find possible solutions. Deliver good customer service which balances quality and cost effectiveness.

Should you be successful at the application stage, you will be invited for a Teams interview.

Further information on Success Profiles and required standards for this post (Level 2) can be found at:

https://www.gov.uk/government/publications/success-profiles 

If we receive applications from more suitable candidates than we have vacancies for at this time, we may hold suitable applicants on a reserve list for 12 months, and future vacancies requiring the same skills and experience could be offered to candidates on the reserve list without a new competition.

We welcome and encourage applications from everyone, including groups currently underrepresented in our workforce and pride ourselves as being an employer of choice. To find out more about how we champion diversity and inclusion in the workplace, visit:

https://www.gov.uk/government/organisations/ministry-of-justice/about/equality-and-diversity 

The MoJ is proud to be Level 3 Disability Confident. Disability Confident is the approach through which we offer guaranteed interviews for all people with disabilities meeting the minimum criteria for the advertised role as set out in the job description.

Terms & Conditions:

Flexible working options
HMCTS offers a flexible working system in many of its offices.

Job Sharing and Reduced Hours

All applications for job sharing or reduced hours will be treated fairly and on a case by case basis in accordance with the MoJ’s flexible working policy and equality policy.

Excess Fares and Relocation Allowances

This job is not eligible for relocation allowances, but excess fares may be considered in accordance with MoJ’s excess fares allowance policy.

We’ll assess you against these behaviours during the selection process:

• Delivering at Pace
• Making Effective Decisions
• Changing and Improving
• Managing a Quality Service

• Access to learning and development
• A working environment that supports a range of flexible working options to enhance your work life balance
• A working culture which encourages inclusion and diversity
• A Civil Service pension with an average employer contribution of 27%
• Annual Leave
• Public Holidays
• Season Ticket Advance

For more information about the recruitment process, benefits and allowances and answers to general queries, please click the below link which will direct you to our Candidate Information Page.

Link: https://justicejobs.tal.net/vx/candidate/cms/About%20the%20MOJ

Job contact :

• Name : SSCL Recruitment Enquiries Team
• Email : Moj-recruitment-vetting-enquiries@gov.sscl.com
• Telephone : 0845 241 5359

Recruitment team

• Email : Moj-recruitment-vetting-enquiries@gov.sscl.com