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.

Location:   London / National

                     Successful applicants will be expected to be office based 2 days per week in any HMCTS Office (subject to business availability). The frequency may increase in the future 

Fortnightly travel to 102 Petty France in London will be required. 

Term:          Permanent 

Interview:   Video conference via Teams 

Important salary details:

New recruits to the Civil Service joining MoJ are expected to join at the band minimum.

Existing Civil Servants applying on promotion, will usually be appointed on the salary minimum of the new pay band, or receive an increase of 10 percent on the current base salary, whichever is higher (This is restricted to the pay maximum of the new band). Merit List:

HMCTS run a Merit List, where candidates who are unsuccessful at interview, by only a few points, can be offered other roles, at the same band, for up to 12 months.

So, it is always a good idea to apply for a role, and try as best as you can at interview, as you never know what future opportunities it may open! You will be able to view your status via the application screen. If you have been added to the Merit List, your status will show either Merit or Reserve list. 

Introduction:

These are exciting times at HM Court and Tribunals Service (HMCTS). As an agency of the MoJ, we support the judiciary across England and Wales to deliver justice by running courts and tribunals and processing outcomes, and we are looking for talented people to help us achieve our ambitions. It will be challenging, important and rewarding.

HMCTS Digital and Technology Services (DTS) is a specialist technology directorate which provides support to HMCTS in the use of IT and Digital.

DTS is creating a place in which it is great to do work and part of our offer is brilliant training opportunities and support from expert colleagues. As well as that you’ll find flexible working, an inclusive culture and a place where your opinion is valued.

Please follow the link below for further information about HMCTS. www.gov.uk/government/organisations/hm-courts-and-tribunals-service 

Job Description:

Digital & Technology Services is looking to expand the digital operations support team to help HMCTS transition and run great digital services. The role involves the processing and coordination of appropriate and timely responses to incident alerts, including channelling requests for assistance to appropriate functions for resolution, monitoring resolution activity, hastening and keeping clients appraised of progress towards service restoration. 

The ability to work both independently and as part of a team, proactively and with versatility in responding to changing circumstances is essential. They will be expected to take ownership of user problems and follow up the status on behalf of the user, communicating progress in a timely manner. 

Regular travel for team meetings and for deployment of services is required. 

Key Responsibilities:

• Working closely with Digital Telephony support teams and Operational Services technical support teams, the main responsibilities of the role are:
• To act as a single point of contact for Digital Telephony issues and managing them through the incident management process. Handle requests for change following agreed business procedures, providing advice and resolving incidents at the first opportunity, utilising a knowledge base tool;
• To assess more complex calls and incidents and escalate to the appropriate resolver team as required, ensuring line managers are aware of actions taken and relevant management information is recorded;
• Work with HMCTS stakeholders to build, test and deploy voice products to enhance current services;
• Manage defective voice products and work with suppliers to resolve and fix;
• Enter and maintain relevant records in the DTS Service Management tool;
• Communicate progress and resolution of support requests in line with Service Level Agreements;
• Initiate and triage change requests, liaising with requesters to ensure that the correct information is inserted into the change ticket entered on the DTS service management tool;
• Working with the change manager to expedite changes where requested and appropriate.
• Working with the problem manager to identify incidents that are deemed problems and initiate problem tickets in response;
• Ensuring that problem owners keep the tickets up to date;
• To process and organise Interactive Voice Response (IVR) recordings for use in the Digital Telephony system for HMCTS;
• To oversee the implementation of IVR recordings through the change management process.
• The post holder will report to the Voice & Contact Centres Product Manager. 

Skills & Experience: 

Essential Criteria:

• Experience of working in a structured service delivery environment;
• Experience of providing a wide range of end user device support advice;
• Excellent communication skills; 

Desirable Criteria:

• Experience of using different Digital Telephony Systems; user and configuration
• Experience of Agile delivery approach would be an advantage;
• Experience in application support and incident management;
• Experience of using team management toolsets, particularly JIRA and Service now 

Application process:

The following areas of Success Profile Framework will be used to assess and score your application during the sift, and interview..

• Experience – As demonstrated in your application form.
• Strengths – The interview will involve a discussion around 2 strengths
• Behaviours – You will be required to provide evidence of the following key behaviours at Level 2
• Behaviours – We will be using the behaviours below. 

• Making Effective Decisions
• Managing a Quality Service

Person specification

Please refer to Job Description

Benefits

Alongside your salary of £27,223, HM Courts and Tribunals Service contributes £7,377 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

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths and Experience.https://justicejobs.tal.net/vx/candidate/cms/About%20the%20MOJ

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

Security

Successful candidates must undergo a criminal record check. 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.