A permanent post in the National Services Workforce Management Team at HM Courts & Tribunals Service, an agency of the Ministry of Justice. The work is real-time resourcing: tracking live call volumes against forecasts and steering team leaders to keep service levels on target. It is full-time, with core hours of 08:00 to 17:00 and some Saturdays, and hybrid working is available, with occasional travel to other courts. The role needs a DBS Basic check and can only be worked from the UK.
What the job involves
- Deliver the planned on-the-day activity and track actual volumes against forecasts across all contact channels
- Check that National Services teams follow the plan and work with team leaders to meet user service standards
- Monitor on-the-day activity and challenges, reporting issues to team leaders and Heads of Operations to protect KPIs, service levels and average handling times
- Analyse real-time data, including listen-in and telephony data, to help team leaders manage resource
- Monitor inbound call traffic and distribute it by staff availability, skills and jurisdiction, logging activity and issues
- Develop, monitor and review performance reports and trends, recommending actions to team leaders
- Resolve systems problems affecting service and reforecast and re-optimise the plan where needed
- Communicate upcoming changes, manage on-the-day off-phone requests and make sure slots are filled
- Work with the continuous improvement team on call handling scripts for support and administrative staff
- Produce daily, weekly, monthly and ad hoc reports on historical and current centre data
What’s required
Checks & eligibility
- DBS Basic check
- Meet Civil Service nationality rules
Other
- Full-time working, with some Saturday and flexible hours
- Statement of Suitability showing how skills and experience meet the essential criteria in the role profile
- 250-word 'Experience' answer, explored further at interview
What’s offered
- 25 days annual leave, rising to 30 after five years' service
- Scheme to buy or sell up to three days' leave a year
- Choice of Civil Service pension schemes
- Training and development opportunities
- Family-friendly policies, including reduced hours and job share
- Paid paternity, adoption and maternity leave
- Flexible benefits, voluntary benefits and discounts
- Free annual sight tests for employees who use computer screens
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Contact Details:
The Methodist Church in Britain Recruitment Team
