Compliments, Complaints - London, United Kingdom - Ministry of Justice

Ministry of Justice

Verified Company

London, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Salary - The national salary range is £32,827 - £35,678, London salary range is £37,174 - £40,403. Your salary will be dependent on your base location

Number of jobs available - 1

Detail of reserve list - 12 Months

Region - National

City/Town - National

Building/Site - NATIONAL

Please note:

Some of our MoJ Office locations, such as our Liverpool Justice Collaboration Centre, require higher levels of National Security Vetting.

The MoJ is working to open more Justice Collaboration Centres and Justice Satellite Offices over time.

Click here to learn more about where our currently open Justice Collaboration Centres and Justice Satellite Offices are, to identify where you may be based and understand National Security Vetting requirements of each location.

Grade - HEO

Organisation Grade for MoJ - HEO

Post Type - Permanent

Working Pattern - Full Time, Part Time/Job Share, Flexible Working

Role Type - Information Technology, Digital

Job description 1

Salary:
£37,174 - £40,403 (London); £32,827 - £35,678 (National)

Working pattern:
Full time, Part time, Flexible working, Job share

Contract Type:
Permanent

Vacancy number:81636

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We are currently offering hybrid working which includes 2 days per week in your local office. Office locations can be found HERE**
The Role

We're recruiting for a Compliments, Complaints & Escalations (CCE) Reporting & Stakeholder Engagement Lead
here at Justice Digital, to be part of our warm and collaborative Service Operations team.

The MoJ Service Desk operates an integral part of the Service Operations team, serving as the frontline for technology support and user experience excellence.

The Compliments, Complaints & Escalations (CCE) team is part of the Service Desk team and specialises in fostering improved user satisfaction by empathetically listening to and learning from the valuable feedback and concerns raised by our users.

You will report directly to the Service Desk Operations Lead (CCE).

In this collaborative role, you'll focus on generating insightful reports from the IT Service Management (ITSM) tool for Compliments, Complaints & Escalations (CCE).

You will analyse the data to uncover ways we can enhance the understanding of our data to support the creation of Management Information, governance and ad hoc reports.

You'll also forge meaningful relationships with both internal and external stakeholders that can influence these enhancements to our users.

You'll be integral to presenting ideas and improvements to stakeholders on how we can improve on our products, services and our processes for users to create a more seamless and efficient environment.

To help picture your life at MoJ Justice Digital please take a look at our blog and our Digital and Technology strategy 2025

Key Responsibilities:

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Data Insight & Interpretation: Create and review reports from the MoJ ITSM toolset for the purpose of identifying trends, inefficiencies, and areas of potential improvement and any knowledge gaps.
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Comprehensive Analysis: Conduct thorough evaluations of the CCE data to identify key performance indicators, providing actionable insights aimed at refining the service delivery and user satisfaction metrics.
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Reporting and Information Sharing: Prepare and distribute periodic reports for stakeholders, summarising both quantitative and qualitative analysis of the CCE performance.
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Stakeholder Engagement and Relationship Management: Establish and maintain professional relationships with both internal and external stakeholders through regular communication.
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Process Review and Optimisation: Participate in the critical assessment and implementation of training and support materials for the CCE team members.
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Quality Assurance:Develop an effective quality assurance process to ensure that improvements and problems are being actively identified by the team.
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User Experience Enhancement: Work closely with the Service Desk User Experience Lead to take a proactive role in assessing and enhancing the overall user experience, with particular emphasis on emotionally intelligent interactions and user satisfaction.
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Strategic Communications: Engage in strategic discussions during team meetings, effectively contributing to the planning, execution, and review of team goals, achievements, and challenges.
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Team Lead Cover: Cover for CCE Operational Team Lead during absence.
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Deputisation: Deputise for the Service Desk Operations Lead during absence.

If this feels like an exciting challenge, something you are enthusiastic about, and want to join our team please read on and apply

Person Specification

Essential
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Data Analysis: Comfortable working with data, ideally using IT Service Management tools such as ServiceNow.
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Communication Skills: Strong ability to communicate both verbally and in writing.
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Problem Solving: Ability to identify is