DSO Training and Support Manager (Midlands Region) (Ref: 23589)

Job summary

Job description

HM Courts and Tribunals Service

Job Title: DSO Training and Support Manager (Midlands Region)

Grade: HEO

Directorate: Digital Technology Services (DTS)

Location:National

Contract Type: Permanent

Working Pattern: Full-time/Flexible Working

This is a full-time position only due to the nature of the role.

Successful applicants will be expected to be office based 3 days per week in any HMCTS Office (subject to business availability).

Level of Clearance: To apply for this role, you will be required to successfully complete Security Clearance (SC) level as a condition of appointment. To meet these requirements, you will normally need to have been resident in the UK for at least:

• SC - 5 years

For further information please click here

Introduction

HM Courts & Tribunals Service (HMCTS) is responsible for the administration of criminal, civil and family courts and tribunals in England and Wales. Our roles support our service users and colleagues, where people and businesses access potentially life-changing justice. We’re looking for individuals who are committed to public service and want to make a difference in people’s lives in delivering justice. If you’re interested in developing a career with a real purpose, please apply.

Job Description:

This role sits within DTS Live Operations and plays a key role in supporting HMCTS to deliver modern, user‑centred digital services. As Digital Support Officer (DSO) Training and Support Manager, you will contribute to improving digital capability across the organisation, helping to enable intuitive systems and support simplified access to justice.

You will be responsible for delivering face to face learning and supporting the development of the DSO community through the design, delivery and continuous improvement of learning packages. Working closely with the Head of the DSO Team, you will ensure training materials remain up to date and aligned with business needs, while also representing DSO interests, managing projects and collaborating with stakeholders across DTS, HMCTS, Justice Digital, suppliers and wider stakeholder groups.

In addition, you will support the onboarding of new products and services, act as a central point of contact and trusted advisor for DSOs, Line Managers and Leadership Teams, providing guidance on digital and IT matters nationally. You will also contribute to wider team objectives through collaboration and ongoing support to ensure a consistent and effective national DSO service. You’ll additionally provide cover for HEO colleagues within the team as required.

Key Responsibilities:

Your role as DSO Training and Support Manager will encompass several key aspects including but not limited to:

• Producing and analysing regional performance reports, using continuous improvement methodologies to drive service improvements
• Preparing high-quality briefings and communications for DSOs and key stakeholders
• Ensuring DSO line managers adhere to HR policies, providing support where required
• Identifying, designing, and supporting the delivery of national and refresher training programmes for DSOs
• Demonstrating resilience and professionalism when managing challenging situations, including conflict resolution
• Acting as a single point of contact for DSOs, responding to requests for information and support
• Effectively triaging and prioritising requests from multiple stakeholder groups, providing constructive challenge where appropriate
• Identifying and escalating issues or technical/operational risks to the relevant teams or service boards to ensure timely resolution and appropriate governance
• Working collaboratively with the DSO Coordination Team to ensure effective recruitment, training, and ongoing support for DSOs
• Identifying and escalating risks relating to regional coverage, ensuring gaps are clearly communicated and addressed
• Supporting and promoting recruitment campaigns to increase vacancy fill rates and improve regional coverage
• Providing in-person and/or online one-to-one or group training to DSOs and Line Managers
• Identifying and leading on key initiatives/projects to improve the overall DSO service
• Supporting the Head of the National Digital Support Officers by representing them at meetings, coordinating consultation activities, and contributing to the development of briefing papers
• Providing a secretariat function where required, ensuring effective coordination, documentation, and follow-up of actions.

Accountability:

• Reporting to the Deputy Head of the team SEO manager.
• Demonstrating personal accountability for decisions and actions, ensuring they are informed by an understanding of wider organisational impact and/or strategic priorities.

Key interactions will be with:

• DTS/Justice Digital Product Managers
• DTS/Justice Digital Service Desks
• DTS Major Incident Management Teams
• DTS Service Continuity and Assurance Team
• DTS Regional IT, RCJIT and National Service Support Teams
• Operational Management Teams/Heads of RSU/Digital Voice of the Customer
• DTS/Justice Digital Business Relationship Managers
• DTS Demand Team
• DTS Tooling Team
• National Digital Support Officers
• DTS Live Operations Teams

Essential skills:

• Experience of stakeholder collaboration and engagement
• Demonstrate effective communication skills, tailoring messaging to meet the needs of different audiences
• Experience of providing end user support, advice and training
• Experience of training, coaching and mentoring colleagues
• Ability to work independently whilst part of a wider team
• Demonstrate strong organisational skills, with the ability to effectively prioritise and manage time to meet deadlines
• Being able to adapt whilst working in a fast-paced environment
• Proven ability to manage challenging situations and confidently de-escalate conflict when required
• Experience of leading or contributing to projects, change initiatives or continuous improvement activities that deliver operational benefits
• Experience of analysing data and performance information to identify trends, support decision-making and drive service improvements
• Experience of identifying, managing and escalating risks or issues appropriately to ensure timely resolution

The below criteria are desirable only. These will not be assessed throughout the recruitment process, but will be used in the event of tied scores between candidates

Desirable skills:

• Proven experience in using continuous improvement tools to evaluate and enhance processes
• Ability to identify new emerging technologies and training sources
• To be able to apply effective problem-solving skills, collaborating with colleagues to deliver high-quality outcomes within tight timescales
• Experience of using digital products (Microsoft) & systems and use of HMCTS Applications
• Knowledge of MoJ HR Policies
• Knowledge of Business Relationship Management
• ITIL