Training and Support Manager in City of Westminster

As a member of the National DSO Support Team within DTS, you will have a pivotal role in supporting HMCTS by driving the development of new digital services, supporting new user-centric, intuitive systems and enabling simplified access to justice. You will be responsible for the support and development of the National Digital Support Officer (DSO) team. You will design, develop and deliver the DSO learning packages, updating the packages when required and support the DSO community to meet business need.

The post holder will need to work with others within and external to the DTS and across the HMCTS Regions attending discussions relating to the DSO role. They will support the Head of Digital Support Officers Manager with the design, development and delivery of the DSO learning package, updating the packages when required to meet business need. In addition to supporting the National DSO community, each post holder will be a central point of contact and trusted advisor for the DSOs and RSUs for IT matters for London & RCJ. The post holders will provide cover as and when required for other HEO colleagues within the team.

Key Responsibilities:

• The post holder will support the Deputy Head of Digital Support Officers on issues relating to the DSO roles, including: briefing, reporting, HR and training workstreams, compliance with HR policies, engagement within the Regions, support with identification of and preparation for further national training programs to the DSO community; they will highlight areas of concern that require the attention of intervention to senior management; collate and analyse management information that gives a meaningful and collective narrative of progress and outcomes to inform decision making by senior management.
• Be a single point of contact for DSOs, responding to requests for information from multiple stakeholder groups.
• Work with reform project teams to ensure DSO recruitment, training and support are in place, risk and issues are identified and benefits are mapped.
• Provide one-to-one or group training to DSOs.
• Escalate specific issues to Head of Digital Support Officers Manager or Head of Live Operations as appropriate.
• Draft communications or commission them from stakeholders on request from the Head of Digital Support Officers Manager.
• Assist the Head of Digital Support Officers Manager by attending meetings, coordinating consultation, contributing to papers and/or providing a secretariat function as required.

Accountability: Reporting to the Deputy Head of HMCTS Digital Support Officer Team (SEO) manager. Key interactions will be with: DTS Product Managers; DTS Incident/Problem Management Teams; DTS Live Operations; DTS Digital Operations; DTS Regional IT Team; Judicial and RCJ Group Teams; National Services & Regional Management Teams; Head & Deputy Head of the National DSO Team; DTS Business Relationship Managers; National DSO Coordination Team, Training and Support Managers.

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. The post holder will be required to be based at a HMCTS site within their respective region and will need to travel extensively within the region they support including travel to other HMCTS sites outside of their region (including London) when required as part of these working arrangements.

Working arrangements and terms: The MoJ offers Hybrid Working arrangements where business need allows. This is an informal, non-contractual form of flexible working that blends working from your base location, different MoJ sites and/or from home. All employees will be expected to spend a minimum of 60% of their working time in an office, subject to local estate capacity. Some roles will not be suitable for Hybrid Working. Arrangements will be discussed and agreed with the successful candidate(s) and subject to regular review.

For nationally advertised roles: All successful candidates will be appointed to the nearest viable office nearest to their home postcode and on its respective pay scale. This will be at either a HQ building (subject to desk allocation), a Justice Collaboration Centre (JCC) or a Justice Satellite Office (JSO). All employees will be expected to spend a minimum of 60% of their working time in an office, subject to local estate capacity. For current MoJ employees, your base location will need to be changed to the nearest viable office (to your home postcode), either at a HQ building, JCC or JSO within the National Office Network and moved to its location's respective pay scale.

Flexible working hours: The Ministry of Justice offers a flexible working system in many offices. Standard full-time working hours are 37 hours per week. MoJ welcomes part-time, flexible and job-sharing working patterns, where they meet the demands of the role and business needs. All applications for part-time, flexible and job-sharing working patterns will be considered in accordance with the MoJ's Flexible Working policy.

Diversity & Inclusion and other staff policies: As a Disability Confident employer, MoJ are committed to providing adjustments throughout the recruitment process and in the workplace. Details on applying for a role as a candidate with a disability or long-term condition, plus related policies, are provided in the original description. These sections remain part of the description for completeness.

Requirements and competencies:

• Experience of stakeholder engagement.
• Experience of digital products & systems used within HMCTS.
• Experience of providing end user support/advice.

Desirable experience:

• Evidence of using continuous improvement tools to review and implement process improvements.
• Experience of problem solving and working with others to deliver at pace.

Technical: Stakeholder Relationship Management; Continuous Service Improvement; User Focus.

Behaviours during the interview cover: Changing and Improving; Communicating and Influencing; Developing self and others.

Security: DBS Basic / SC checks as part of the recruitment process.

About HMCTS and DTS: These are exciting times at HM Court and Tribunals Service (HMCTS)...