23589 - DSO Training and Support Manager (Midlands Region)

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