DSO Training & Support Manager (Midlands)

The Methodist Church in Britain; West Midlands; On-site; GBP 40,000 - 55,000; Full time

Benefits offered by this job

25 days annual leave

Civil Service pension schemes

Extensive training and development

Flexible benefits and discounts

Family-friendly policies

Job summary

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

Responsibilities

• 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

Skills

Communicating effectively

Organisational skills

Independent working

Adaptability

Conflict management

Job description

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.