About the job

Job summary

This position is based nationally.

Job description

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.

Compliments, Complaints & Escalations (CCE) Reporting & Stakeholder Engagement Lead

Location: National*

Closing Date: 9th April

Interviews: From 18th April

Grade: HEO

(MoJ candidates who are on a specialist grade, will be able to retain this grade on lateral transfer)

Salary: £37,174 - £40,403 (London);   £32,827 - £35,678 (National)

Working pattern: Full time, Part time, Flexible working, Job share

Contract Type: Permanent

Vacancy number: 85573

*We offer a hybrid working model, allowing for a balance between remote work and time spent in your local office. Office locations can be found ON THIS MAP

The Role

We’re recruiting for a Compliments, Complaints & Escalations (CCE) Reporting & Stakeholder Engagement Lead here at Justice Digital, to be part of our warm and collaborative Service Operations team.

The MoJ Service Desk operates an integral part of the Service Operations team, serving as the frontline for technology support and user experience excellence. The Compliments, Complaints & Escalations (CCE) team is part of the Service Desk team and specialises in fostering improved user satisfaction by empathetically listening to and learning from the valuable feedback and concerns raised by our users.

You will report directly to the Service Desk Operations Lead (CCE). In this collaborative role, you’ll focus on generating insightful reports from the IT Service Management (ITSM) tool for Compliments, Complaints & Escalations (CCE). You will analyse the data to uncover ways we can enhance the understanding of our data to support the creation of Management Information, governance and ad hoc reports. You’ll also forge meaningful relationships with both internal and external stakeholders that can influence these enhancements to our users. You’ll be integral to presenting ideas and improvements to stakeholders on how we can improve on our products, services and our processes for users to create a more seamless and efficient environment.

To help picture your life at MoJ Justice Digital please take a look at our blog and our Digital and Technology strategy 2025

Key Responsibilities:

• Data Insight & Interpretation: Create and review reports from the MoJ ITSM toolset for the purpose of identifying trends, inefficiencies, and areas of potential improvement and any knowledge gaps.
  
  
• Comprehensive Analysis: Conduct thorough evaluations of the CCE data to identify key performance indicators, providing actionable insights aimed at refining the service delivery and user satisfaction metrics.
  
  
• Reporting and Information Sharing: Prepare and distribute periodic reports for stakeholders, summarising both quantitative and qualitative analysis of the CCE performance.
  
  
• Stakeholder Engagement and Relationship Management: Establish and maintain professional relationships with both internal and external stakeholders through regular communication.
  
  
• Process Review and Optimisation: Participate in the critical assessment and implementation of training and support materials for the CCE team members.
  
  
• Quality Assurance: Develop an effective quality assurance process to ensure that improvements and problems are being actively identified by the team.
  
  
• User Experience Enhancement: Work closely with the Service Desk User Experience Lead to take a proactive role in assessing and enhancing the overall user experience, with particular emphasis on emotionally intelligent interactions and user satisfaction.
  
  
• Strategic Communications: Engage in strategic discussions during team meetings, effectively contributing to the planning, execution, and review of team goals, achievements, and challenges.
  
  
• Team Lead Cover: Cover for CCE Operational Team Lead during absence.
  
  
• Deputisation: Deputise for the Service Desk Operations Lead during absence.

If this feels like an exciting challenge, something you are enthusiastic about, and want to join our team please read on and apply!

Person Specification

Essential

• Data Analysis: Comfortable working with data, ideally using IT Service Management tools such as ServiceNow.
• Communication Skills: Strong ability to communicate both verbally and in writing.
• Problem Solving: Ability to identify issues and propose solutions.
• User-Centric Approach: A focus on enhancing user experience.
• Stakeholder Management: Experience or willingness to engage with internal and external stakeholders.
• Attention to Detail: Particularly in tasks such as data analysis and reporting.

Willingness to be assessed against  the requirements for SC clearance

We welcome the unique contribution diverse applicants bring and do not discriminate based on culture, ethnicity, race, nationality or national origin, age, sex, gender identity or expression, religion or belief, disability status, sexual orientation, educational or social background or any other factor.

Our values are Purpose, Humanity Openness and Together. Find out more here about how we celebrate diversity and an inclusive culture in our workplace.

Benefits

• 37 hours per week and flexible working options including working from home, working part-time, job sharing, or working compressed hours.
• We are committed to nurturing our staff and provide lots of training and development opportunities with learning platforms such as: Linux Academy, O’Reilly, Pluralsight, Microsoft Learning, Civil Service Learning, GDS Academy, etc.
• 10% dedicated time to learning and development with a budget of £1000 a year per person
• Generous civil service pension based on defined benefit scheme, with employer contributions of 26-30% depending on salary.
• 25 days leave (plus bank holidays) and 1 privilege day usually taken around the King’s birthday. 5 additional days of leave once you have reached 5 years of service.
• Compassionate maternity, adoption, and shared parental leave policies, with up to 26 weeks leave at full pay, 13 weeks with partial pay, and 13 weeks further leave. And maternity support/paternity leave at full pay for 2 weeks, too!
• Wellbeing support including access to the Calm app.
• Nurturing professional and interpersonal networks including those for Carers & Childcare, Gender Equality, PROUD and SPIRIT
• Bike loans up to £2500 and secure bike parking (subject to availability and location)
• Season ticket loans, childcare vouchers and eye-care vouchers.
• 5 days volunteering paid leave.
• Free membership to BCS, the Chartered Institute for IT.
• Some offices may have a subsidised onsite Gym.

How to Apply

Candidates must submit a CV and Personal Statement.  Your Personal Statement (approximately 500 words) should provide evidence of the following requirements set out in the Person Specification:

Your experience of:

• Data Analysis: Comfortable working with data, ideally using IT Service Management tools such as ServiceNow.
• Stakeholder Management: Experience or willingness to engage with internal and external stakeholders.
• Attention to Detail: Particularly in tasks such as data analysis and reporting.

Please note that applications submitted without a Personal Statement will not be considered.

In Justice Digital, we recruit using a combination of the Government Digital and Data Profession Capability and Success Profiles Frameworks. We will assess your Experience, Technical Skills and the following Behaviours during the assessment process:

• Communicating and Influencing
• Making Effective Decisions
• Managing a Quality Service

A diverse panel will review your application against the Person Specification above.

Successful candidates who meet the required standard will then be invited to a 1-hour panel interview held via video conference.

Should we receive a high volume of applications, a pre-sift based on the following essential criteria will be conducted before the sift:

• Data Analysis: Comfortable working with data, ideally using IT Service Management tools such as ServiceNow.

Should you be unsuccessful in the role that you have applied for but demonstrate the capability for a role at a lower level, we reserve the right to discuss this opportunity with you and offer you the position without needing a further application.

A reserve list may be held for up to 12 months, from which further appointments may be made.

Terms & Conditions

Please review our Terms & Conditions which set out how we recruit and provide further information related to the role and salary arrangements.

If you have any questions, please feel free to contact recruitment@digital.justice.gov.uk

Person specification

Please refer to attached job description.

Benefits

Alongside your salary of £32,827, Ministry of Justice contributes £8,896 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

Things you need to know

Selection process details

Candidates must submit a CV and Personal Statement.  Your Personal Statement (approximately 500 words) should provide evidence of the following requirements set out in the Person Specification:

Your experience of:

• Data Analysis: Comfortable working with data, ideally using IT Service Management tools such as ServiceNow.
• Stakeholder Management: Experience or willingness to engage with internal and external stakeholders.
• Attention to Detail: Particularly in tasks such as data analysis and reporting.

Please note that applications submitted without a Personal Statement will not be considered.

In Justice Digital, we recruit using a combination of the Government Digital and Data Profession Capability and Success Profiles Frameworks. We will assess your Experience, Technical Skills and the following Behaviours during the assessment process:

• Communicating and Influencing
• Making Effective Decisions
• Managing a Quality Service

A diverse panel will review your application against the Person Specification above.

Successful candidates who meet the required standard will then be invited to a 1-hour panel interview held via video conference.

Should we receive a high volume of applications, a pre-sift based on the following essential criteria will be conducted before the sift:

• Data Analysis: Comfortable working with data, ideally using IT Service Management tools such as ServiceNow.

Should you be unsuccessful in the role that you have applied for but demonstrate the capability for a role at a lower level, we reserve the right to discuss this opportunity with you and offer you the position without needing a further application.

A reserve list may be held for up to 12 months, from which further appointments may be made.

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check. Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check (opens in a new window).

See our vetting charter (opens in a new window). People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

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)
• 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)

Working for the Civil Service

The Civil Service Code (opens in a new window) 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 (opens in a new window). The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.