23589 - DSO Training and Support Manager (Midlands Region)

The Methodist Church in Britain; West Midlands; Sur place; GBP 40 000 - 55 000; Plein temps

Avantages offerts par ce poste

25 days annual leave

Civil Service pension schemes

Extensive training and development

Flexible benefits and discounts

Family-friendly policies

Résumé du poste

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 a full-time role with extensive Midlands travel and office attendance three days a week. Security clearance is required, normally five years' UK residence.

Qualifications

• 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

Responsabilités

• 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

Connaissances

Communicating effectively

Organisational skills

Independent working

Adaptability

Conflict management

Description du poste

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