About the job

Job summary

This position is based Nationally

Job description

Job role: User Strategy, Inclusion and Engagement Support Officer
Grade: EO
Location: National 

About us 

HM Courts & Tribunals Service (HMCTS) is responsible for the administration of criminal, civil and family courts and tribunals in England and Wales. Our roles support our service users and colleagues, where people and businesses access potentially life-changing justice.  We’re looking for individuals who are committed to public service and want to make a difference in people’s lives in delivering justice. If you’re interested in developing a career with a real purpose, please apply.
This role sits within the User Inclusion (UI) team. 
The purpose of the User Inclusion team is improving access to justice by enabling HMCTS to design and deliver inclusive services and support for vulnerable users. We do this through providing a cross jurisdictional strategy to designing and delivering inclusive services and support for users.
We also design, test, and iterate solutions to remove access to justice barriers and meet user support needs, facilitating a forum for public user engagement, so feedback and insight can inform strategy, design, and delivery and provide subject matter expert advice on inclusion, vulnerability, and equality.

About the role

You will be supporting colleagues across the User Inclusion team. The main areas in which the role holder will work include:
•    Public User Engagement: Leading HMCTS engagement with the advice and third sector to help HMCTS improve our services by understanding the experiences of public users. You will provide the secretariat support for these meetings.
•    Digital Support: Designing and delivering the HMCTS National Digital Support Service to ensure users who are digitally excluded can still access justice. You will be involved in quality assurance activities to ensure users receive a high-quality service.
As User Strategy, Inclusion and Engagement Support Officer, you will sit within User Inclusion but provide support across all workstreams. The role is critical to enabling projects and workstream activity to progress efficiently. 

Key responsibilities:

Meeting Administration: 

•    You will organise meetings across the UI 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.
•    Keep track of deadlines from set planner to ensure that relevant activities are done on time. 

Administration: 

•    Provide administrative and business support to UI, 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 UI 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 UI work. 
•    Liaise with service teams regarding UI work around deadlines and tasks to ensure works remains on track.
•    Produce updates and graphs on UI work for relevant Boards.

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.

What are we looking for? (Person Specification)

We’re looking for an enthusiastic and highly motivated person who meets the following essential criteria:
•    Good level of Microsoft 365 knowledge and expertise. 
•    Excellent 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.

Further details 

Occasional travel to London will be required. 

About our benefits

We reward our people for their hard work and commitment. We have a number of family
friendly and flexible working polices that will help you achieve a healthy work-life balance. In addition, we offer a range of employee benefits which include generous annual leave, a highly competitive contributory pension scheme, childcare benefits, season ticket and bicycle loans.

The Civil Service is committed to attract, retain and invest in talent wherever it is
found. To learn more please see the Civil Service People Plan and the Civil Service
D&I Strategy.

Proud to Serve. Proud to keep justice going.

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 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.