User Investigation ResearcherMinistry of Justice

21524

Descriptions & requirements

Job description

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

The successful candidate will manage their own caseload ensuring they meet deadlines in a timely manner. You will need to be organised and can manage a varied workload, proactively identifying priorities. You will also need to form and manage productive relationships with stakeholders and colleagues.

You will need to work in a flexible way and be part of a team that is multi-skilled and supports each of the three areas of work: correspondence, complaints, and litigation.

The purpose of this role is managing a varied caseload across correspondence, complaints and litigation, ensuring responses are clear, accurate and delivered within agreed timescales. You will investigate and resolve a wide range of customer and stakeholder enquiries, analyse complex information, undertake research where required and draft high-quality responses on behalf of HMCTS. Working with a high degree of autonomy, you will prioritise competing demands, coordinate incoming work and identify issues that may impact service delivery. You will also act as a key point of contact for colleagues across HMCTS, providing advice and guidance on customer and service-related matters. Success in this role requires strong organisational skills, sound judgement, excellent written communication and the ability to build effective working relationships with a range of stakeholders while contributing flexibly across all areas of the team’s work.

Please refer to the attached role profile for a comprehensive overview of the role.

In this role you will

Your role as User Investigation Officer will encompass several key responsibilities listed below (but not limited to):

Prepare high-quality draft replies to correspondence from customers including appeal stage complaints.

Deliver clear, empathetic, respectful and timely

Draft replies to MPs on behalf of Ministers and the Chief Executive.

You will manage a varied caseload including Data Protection Act and Freedom of Information requests

You will need to prioritise and manage work effectively to meet deadlines.

Build strong relationships across HMCTS teams.

Liaise with the judiciary and Government Legal Department.

Work with the Ministerial Correspondence Unit, Chief Executive's Office and Parliamentary Branch.

Keep up to date with the HMCTS reform programme and its impact.

Respond to Parliamentary and Health Service Ombudsman enquiries.

Analyse feedback and complaints to help shape and improve services across the organisation.

Continually seek opportunities to improve processes, increase efficiency and enhance the customer experience.

Consider the bigger picture, assessing the wider organisational and policy implications of issues and decisions.

You will be reporting to a User Investigations Manager and full training will be provided

Essential skills

Experience & evidence of accurate high-quality drafting, particularly letters is

Excellent communication skills with the ability to convey complex information in a clear & concise way in writing.

Proficient in drafting correspondence in the ‘Human Voice of Justice’ style.

Good planning and organising skills are essential.

Basic knowledge of Word, Excel & Office 365

Ability to work at pace and under pressure.

Experience working with a wide variety of stakeholders

Experience in making initial decisions and offering advice in line with policy and

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

Experience or knowledge of drafting submissions.

Experience or knowledge of one or more HMCTS jurisdictions

Application process:

Stage 1 - Sift:

To apply for this position, you must submit the following as part of your application:

A Statement of Suitability which should give us real life examples of how your skills and experience match those needed for this role. We recommend following the STAR

Behaviour examples illustrating the Civil Service Behaviours listed under the Application form stage assessments section.

Should we receive a high volume of applications, a pre-sift may be conducted on the Statement of Suitability. Candidates who pass the pre-sift will be fully assessed on all the sift criteria.

Please access the following link for guidance on how to apply - Application Guidance

Stage 2 - Interviews:

Successful candidates who passed the sift will be invited to interview via Microsoft Teams. At interview stage, you will be assessed against the following - Strengths and Behaviours. Details can be found under the interview stage assessment section on the advert.

For further guidance on the interview process please click here

Important information

Salary details

New recruits to the Civil Service joining MoJ are expected to join at the band minimum.

Existing Civil Servants applying on promotion, will usually be appointed on the salary minimum of the new pay band, or receive an increase of 10 percent on the current base salary, whichever is higher (This is restricted to the pay maximum of the new band).

Travel requirements

There will be a requirement to travel occasionally to any HMCTS site in line with business needs.

Proud to Serve. Proud to keep justice going.