The DSO Training and Support Manager sits in the Live Operations team of Digital Technology Services at HM Courts and Tribunals Service, with a Midlands regional remit. Core work is delivering training to Digital Support Officers, refreshing learning packages and acting as their single point of contact. It is full-time only, with extensive Midlands travel and office attendance three days a week. Security clearance is a condition of appointment, normally requiring five years' UK residence.
What the job involves
- Deliver national and refresher training for DSOs, in person or online, one-to-one or in groups
- Design, deliver and continuously improve learning packages so training stays current and aligned to business needs
- Act as single point of contact and trusted adviser for DSOs, line managers and leadership teams
- Produce and analyse regional performance reports, using continuous improvement methods to drive service improvements
- Identify and lead key projects and initiatives to improve the overall DSO service
- Triage and prioritise requests from multiple stakeholder groups, challenging constructively where needed
- Identify, elevate and track technical, operational and regional coverage risks through to resolution and governance
- Work with the DSO Coordination Team on recruitment, training and support, and promote recruitment campaigns to improve fill rates
- Prepare high-quality briefings and communications for DSOs and key stakeholders
- Represent the Head of National Digital Support Officers at meetings, coordinate consultation and contribute to briefing papers
- Provide secretariat support, including coordination, documentation and follow-up of actions
- Ensure DSO line managers follow HR policies, support onboarding of new products and services, and cover for HEO colleagues as required
Experience
- Stakeholder collaboration and engagement
- Providing end user support, advice and training
- Training, coaching and mentoring colleagues
- Leading or contributing to projects, change or continuous improvement with operational benefits
- Analysing data and performance information to identify trends and drive service improvements
- Identifying, managing and escalating risks and issues to timely resolution
Skills & knowledge
- Communicating effectively, tailoring messages to different audiences
- Strong organisational skills and time management to meet deadlines
- Working independently while part of a wider team
- Adapting in a fast-paced environment
- Managing challenging situations and de-escalating conflict confidently
Checks & eligibility
- Security clearance at SC level, normally requiring five years' UK residence
- Eligibility under Civil Service nationality rules
- Able to work only within the UK
Nice to have
- Experience using continuous improvement tools to evaluate and enhance processes
- Ability to identify emerging technologies and training sources
- Problem-solving with colleagues to deliver high-quality outcomes within tight timescales
- Experience using Microsoft digital products, systems and HMCTS applications
- Knowledge of MoJ HR policies
- Knowledge of business relationship management
- ITIL (V5) qualification
What’s offered
- 25 days annual leave on appointment, rising to 30 after five years' service
- Scheme to buy or sell up to three days' leave each year
- Additional paid time off for public holidays and one privilege day
- Choice of Civil Service pension schemes
- Extensive training and development opportunities
- Family-friendly policies, including reduced hours and job share
- Flexible benefits, vouchers and discounts
- Paid paternity, adoption and maternity leave
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Contact Details:
The Methodist Church in Britain Recruitment Team
