User Strategy & Engagement Lead (Ref: 77410)

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.

HM Courts and Tribunals Service

Directorate: User Experience and Insight (UE&I)

Job Title: User Strategy & Engagement Lead

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

Pay Span or equivalent:  Grade 7

London (within M25): £55,720 – £64,135

National: £51,767 – £59,590

Location: National

Duration: Permanent

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 work 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. The purpose of the User Strategy, Inclusion and Engagement Team is supporting HMCTS to ensure that all users can access our services and participate effectively. It does this through engaging with third sector organisations which then informs how HMCTS interacts with its users as well as the development of user strategies, service standards and design of inclusive services. As a team we look across all jurisdictions and across the end to end user journey.

The Role:

As User Strategy & Engagement Lead you will lead a team with responsibility for developing HMCTS user strategy and our engagement with public users. The purpose of this team is to help set the direction for HMCTS being a more user focused organisation.  Our users are any individuals who use an HMCTS service; this could be a litigant in person, victim or witness in a personal capacity or as a business owner or employee of a company. The team will be responsible for developing strategy and standards on users and their interactions with HMCTS. These strategies aim to provide a cohesive cross HMCTS approach to key user-based issues.  You will identify issues that prevent HMCTS being a more user focused organisation and act to solve these barriers and be a catalyst for change.

The team will also co-ordinate 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 co-design of our services. We work with a mix of organisations who provide advice or support for those who use the courts and tribunal services.  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.

Key Responsibilities:

• Responsible for leading the development, delivery and assuring the quality of user strategies and for ensuring effective engagement with HMCTS’s users.
• Develop and articulate a range of different user-based strategies and standards and work across the organisations to enable these to be implemented and delivered. Key priorities are:
  • signposting users to external support strategy
  • user support strategy, including digital support
  • channel & contact strategy
• Developing an evidence base around user needs, engagement feedback, service performance data and operational feedback to develop user-based strategies
• Provide a user perspective insight from a HMCTS perspective to MOJ Policy and HMCTS service design and delivery.
• Work with the HMCTS business strategy team, 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.
• Act as a catalyst for change across HMCTS and beyond, solving the issues which will have the biggest impact in enabling HMCTS to become more user focused.
• Line management of a team (SEO, HEO, EO)

Essential Skills & Criteria:

• Experience in in the development of user-based strategies with the specific aim of improving user experience.
• Experience in successfully managing and influencing stakeholders to achieve user focused outcomes.
• Experienced in understanding evidence and insight and using this to create user strategy and standards.
• Experience in organising engagement channels, meetings and events
• Experience working within a complex organisation to identify priority challenges and initiatives which improve customer outcomes.
• Experience in managing external stakeholder relationships.
• Strong interpersonal and written communication skills.
• 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 HMCTS services.

Desirable Skills & Criteria:

• An established track record in programme/project delivery specialising in customer experience
• Experience in championing the users voice or equality and inclusion across an organisation
• Experience in co-production or co-design approaches that involve service users in the design of services.
• Experience of third sector advice or support organisations.
• Experience in the development, monitoring and improvement of public facing services, preferably within government or charitable organisations.
• Experience in managing a team.
• Knowledge or experience of the courts or tribunal services, or wider justice landscape

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 500-word statement of suitability which demonstrates your suitability against the Essential Skills / Criteria outlined above.
2. 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 4.

Leadership                  

Promote diversity, inclusion and equality of opportunity, respecting difference and external experience. Welcome and respond to views and challenges from others, despite any conflicting pressures to ignore or give in to them. Stand by, promote or defend own and team’s actions and decisions where needed. Seek out shared interests beyond own area of responsibility, understanding the extent of the impact actions have on the organisation. Inspire and motivate teams to be fully engaged in their work and dedicated to their role.

Seeing the Big Picture   

Develop and maintain an understanding of economic, social, political, environmental and technological developments to ensure activity is relevant. Ensure plans and activities in your area of work reflect wider strategic priorities and communicate effectively with senior leaders to influence future strategies. Adopt a governmentwide perspective to ensure alignment of activity and policy. Bring together views, perspectives and diverse needs of stakeholders to gain a broader understanding of the issues surrounding policies and activities.

Changing & improving  

Promote diversity, inclusion and equality of opportunity, respecting difference and external experience. Welcome and respond to views and challenges from others, despite any conflicting pressures to ignore or give in to them. Stand by, promote or defend own and team’s actions and decisions where needed. Seek out shared interests beyond own area of responsibility, understanding the extent of the impact actions have on the organisation. Inspire and motivate teams to be fully engaged in their work and dedicated to their role.

Communicating & influencing

Promote diversity, inclusion and equality of opportunity, respecting difference and external experience. Welcome and respond to views and challenges from others, despite any conflicting pressures to ignore or give in to them. Stand by, promote or defend own and team’s actions and decisions where needed. Seek out shared interests beyond own area of responsibility, understanding the extent of the impact actions have on the organisation. Inspire and motivate teams to be fully engaged in their work and dedicated to their role.

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 4) 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:

• Leadership
• Seeing the Big Picture
• Changing and Improving
• Communicating and Influencing

• 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