Data Analyst (Ref: 22963)

This position is based Nationally

Proud to serve. Proud to keep justice going.

If you’re customer focussed, intent on delivering excellent service, enthusiastic about leading and motivating a team, then this role gives you the opportunity to play a pivotal role within HM Courts & Tribunals Service (HMCTS).

About us

HMCTS is an agency of the Ministry of Justice responsible for the administration of criminal, civil and family Courts and Tribunals in England and Wales. Our roles support our service users and colleagues within HMCTS, where people and businesses access potentially life-changing justice.

National Services is a directorate within HMCTS Operations, comprised of Criminal Fines, Collection and Enforcement, National Business Centres and Courts & Tribunals Service Centres.

As a directorate, we’re a little different than our counterparts who are aligned by their geographic location – National Services Supports services and service users over multiple jurisdictions and regions.

Collaboration between our teams along with the support of our colleagues in courts and tribunals enable us to continue to transform HMCTS together.

We’re looking for individuals who are committed to public service and making a difference in people’s lives to deliver justice. If you are interested in developing a career with a real purpose, please apply.

Your role

The principal purpose of this role is to create analytical outputs for all channels including voice, webchat, email and Admin in National Services to support budget delivery. This work supports the tracking and delivery of the National Service’s KPI’s and organisational strategic goals.

You will use multi-system generated data for identification of trends in performance and measurements against agreed KPI’s, and create performance scorecards to aid coaching and development conversations. These will be tailored based on the needs and focusses of each Jurisdiction.

The role also encompasses critical relationship management at all levels (up to Director Level) to articulate service outcomes and root cause analysis to aid Service Improvement strategies.

The successful candidate will:

• Have excellent stakeholder management skills, and be comfortable working with colleagues from all backgrounds and levels of seniority.
• Be able to recognise patterns and trends in a wide range of evidence/data to draw key conclusions and make recommendations
• Have excellent communication skills and ability to translate complex data into clear, engaging, and accessible content for diverse audience.
• Be confident in making recommendations and decisions even when they fell difficult or unpopular
• Comfortable working in an evolving environment and able to navigate ambiguity with confidence and adaptability.

Your skills and experience

Essential

• Demonstrable experience of working in a resource planning environment, specifically in Data Analytics and Performance.
• Experience in analytical problem solving and data translation, creating recommendation to support data informed decision making
• Advanced Microsoft Excel and PowerPoint skills
• Proven experience in influencing senior stakeholders to deliver operational improvements
• Performance reporting and tracking

Desirable

• Experience of understanding Service Centre metrics and shrinkage modelling
• Be able to articulate reasons for performance deviations though shrinkage, AHT’s, availability
• Power BI knowledge is desirable.
• Experience in using SQL; VBA
• Experience with telephony and Workforce Management systems
• WFO and Contact Centre Solutions experience strongly desirable

For a full job description, please read the supporting document included below before applying.

Further details

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

Ways of working

Location: The successful candidate can be based at any National Services site.

To ensure our services are consistent and operated effectively, successful candidates will be required to work full-time. Standard full time working hours are 37 hours per week and working hours will be between 9am and 5pm Monday to Friday. There is an expectation that you can be flexible with your working hours to accommodate the needs of the business.

Non-contractual hybrid working is currently available. Hybrid working arrangements will be determined by the business and will only be available when it has been established that delivering the service from home can be done effectively. We cannot facilitate requests for a particular work from home/working in the office schedule.

For this post, occasional travel to other National Service sites may be required.

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths, Experience and Technical skills.

https://justicejobs.tal.net/vx/candidate/cms/About%20the%20MOJ

Feedback will only be provided if you attend an interview or assessment.