DSO Training and Support Manager (Midlands Region)

This vacancy is only available to existing Civil Servant employees and employees of accredited non-departmental public bodies (NDPBs). Please review the "Eligibility" section before you apply.

General Information

Salary

The national salary range is £35,335 - £37,847, London salary range is £40,014 - £42,859. Your salary will be dependent on your base location

Working Pattern

Full Time, Flexible Working

Vacancy Approach

Cross Government

Location

National

Region

National

Closing Date

15-Sep-2026

Post Type

Permanent

Civil Service Grade

HEO

Number of jobs available

1

Reserve List

12 Months

Job ID

21641

Descriptions & requirements

Job description

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 Counter Terrorism 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 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 Managerwill encompass several key responsibilities listed below (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.
• Demonstrate 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 digital products (Microsoft) & systems and use of HMCTS Applications
• Knowledge of MoJ HR Policies
• Knowledge of Business Relationship Management
• ITIL (V5) qualification

Application process:

This role will be recruited using a combination of Government Digital and Data (GDD) Profession Capability Framework and Success Profiles Frameworks during the sift and interview process. Using GDD, we will then determine if you will be paid an additional allowance, on top of your basic salary. This role is within the IT Operations job family and is a Business Relationship Manager role at HEO level but carries the title DSO Training and Support Manager in DTS.

Stage 1 - Sift:

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

• An anonymised CV, setting out your career history, key responsibilities and achievements. Your CV will be assessed against the essential criteria outlined within the Essential Skills section of this advert.
• A Statement of Suitability (750 words) which shouldgive us real life examples of how your skills and experience match those needed for this role. We recommend following the STAR format.

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

Stage 2 - Interviews:

Successful candidates who pass the sift will be invited to interview via Microsoft Teams. At interview stage, you will be assessed against the following - Behaviours, Technical and Strengths. Details can be found under the interview stage assessment section on the advert. For Behaviours, you will be expected to align your answers to the Government Digital and Data (GDD) Capability Framework

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

This role requires extensive travel across the Midlands region, as well as occasional travel to other HMCTS locations outside the Midlands, including London, where required to meet business needs and support operational delivery.

Proud to Serve. Proud to keep justice going.

Additional Information

Working Arrangements & Further Information

The MoJ offers Hybrid Working arrangements where business need allows. This is an informal, non-contractual form of flexible working that blends working from your base location, different MoJ sites and / or from home (please be aware that this role can only be worked in the UK and not overseas). All employees will be expected to spend a minimum of 60% of their working time in an office, subject to local estate capacity.

Some roles will not be suitable for Hybrid Working. Similarly, Hybrid Working will not suit everyone’s circumstances. Arrangements will be discussed and agreed with the successful candidate(s) and subject to regular review.

For nationally advertised roles: All successful candidates will be appointed to the nearest viable office nearest to their home postcode and on its respective pay scale. This will be at either a HQ building (subject to desk allocation, a Justice Collaboration Centre (JCC) or a Justice Satellite Office (JSO) – See Map. All employees will be expected to spend a minimum of 60% of their working time in an office, subject to local estate capacity).

For current MoJ employees, your base location will need to be changed to the nearest viable office (to your home postcode), either at a HQ building, JCC or JSO within the National Office Network and moved its location’s respective pay scale (any legacy arrangements/locations will need to be amended).

Some of MoJ’s terms and conditions of service are changing as part of Civil Service reform. The changes will apply to staff joining MoJ who are new to the Civil Service. Staff joining MoJ from other civil service employers will transfer onto the new MoJ terms if they are already on 'modernised' terms in their current post or onto 'unmodernised' MoJ terms if they are on 'unmodernised' terms at their current post. Details will be available if an offer is made.

MoJ candidates who are on a specialist grade, will be able to retain their grade on lateral transfer.

All candidates who are currently in receipt of Mark Time / Pay Protection should ensure they are familiar with the new policy on permanent and temporary promotion which can be found on the employee intranet.

Flexible working hours

The Ministry of Justice offers a flexible working system in many offices. Standard full time working hours are 37 hours per week. MoJ welcomes part-time, flexible and job-sharing working patterns, where they meet the demands of the role and business needs. All applications for part-time, flexible and job-sharing working patterns will be considered in accordance with the MoJ’s Flexible Working policy.

Benefits

The MoJ offers a range of benefits:

Annual Leave

Annual leave is 25 days on appointment and will increase to 30 days after five years’ service.

There is also a scheme to allow qualifying staff to buy or sell up to three days leave each year. Additional paid time off for public holidays and 1 privilege day. Leave for part-time and job share posts will be calculated on a pro-rata basis.

Pension

The Civil Service offers a choice of pension schemes, giving you the flexibility to choose the pension that suits you best.

Training

The Ministry of Justice is committed to staff development and offers an extensive range of training and development opportunities.

Networks

The opportunity to join employee-run networks that have been established to provide advice and support and to enable the views of employees from minority groups to be expressed direct to senior management. There are currently networks for employees of minority ethnic origin, employees with disabilities, employees with caring responsibilities, women employees, and lesbian, gay, bisexual and transgender employees.

Eligibility

Staff on fixed term appointments must have been recruited through fair and open competition.

Vacancies advertised “cross-government” are only open to all Civil Service employees and employees of accredited non-departmental public bodies (NDPBs) who were appointed on merit following a fair and open competition; or were appointed to a permanent post through an exception in the Civil Service Commissioners' rules.

Support

• A range of ‘Family Friendly’ policies such as opportunities to work reduced hours or job share.
• Access to flexible benefits such as voluntary benefits, retail vouchers and discounts on a range of goods and services.
• For moves to or from another employer or moves across the Civil Service this can have implications on your eligibility to carry on claiming childcare vouchers. You may however be eligible for alternative government childcare support schemes, including Tax Free Childcare. More information can be found on www.www.GOV.UK or Childcare Choices. You can determine your eligibility at https://www.childcarechoices.gov.uk/.
• Paid paternity, adoption and maternity leave.
• Free annual sight tests for employees who use computer screens.

Working for the Civil Service

The Civil Service Code sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles. Should you feel that the recruitment process has breached the recruitment principles you are able to raise a formal complaint in the following order

• To Transformative Business Services (0345 241 5359 (Monday to Friday 8am - 6pm) or e mail moj-recruitment-vetting-enquiries@resourcing.soprasteria.co.uk);
• To Ministry of Justice Resourcing team (resourcing-management-office@justice.gov.uk);
• To the Civil Service Commission (details available here)

As a Disability Confident employer, MoJ are committed to providing everyone with the opportunity to demonstrate their skills, talent and abilities, by making adjustments throughout all elements of the recruitment process and in the workplace. MoJ are able to offer an interview to disabled candidates who meet the minimum selection criteria, except in a limited number of campaigns.

You will be able to request reasonable adjustments to the recruitment process within the application form. If you need additional help completing the application form, please contact the TBS Recruitment Enquiries Team.

For more information on applying for a role as a candidate with a disability or long-term condition, please watch our animated videos.

Diversity & Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan and the Civil Service Diversity and Inclusion Strategy.

Redeployment Interview Scheme

Civil Service departments are expected to explore redeployment opportunities before making an individual redundant. The MoJ is committed, as part of the Redeployment Interview Scheme, to providing opportunities to those who are 'at risk of redundancy'.

MoJ is able to offer an interview to eligible candidates who meet the minimum selection criteria, except in a limited number of campaigns. Candidates will not be eligible for the Redeployment Interview Scheme if they are applying on promotion.

Civil Service Nationality Rules

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) https://www.gov.uk/settled-status-eu-citizens-families
• 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) https://www.gov.uk/government/publications/nationality-rules

Reserve list

A reserve list may be held for up to 12 months from which further appointments may be made for the same or similar roles.

Contact Information

MoJ:

If you require any assistance please call 0345 241 5359 (Monday to Friday 8am - 6pm) or e mail moj-recruitment-vetting-enquiries@resourcing.soprasteria.co.uk

Please quote the job reference: 21641

HMPPS

If you require any assistance please call 0345 241 5358 (Monday to Friday 8am - 6pm) or e mail moj-recruitment-vetting-enquiries@resourcing.soprasteria.co.uk

Please quote the job reference: 21641

Allowance

Roles will be recruited using a combination of Government Digital and Data (GDD) Profession Capability Framework and Success Profile Frameworks. Using GDD we will then determine if you will be paid an additional allowance on top of your basic salary.

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Application form stage assessments

Experience

We will assess your experience for this role via the following methods

CV or Work History, Statement of Suitability

Evidence of Experience

CV or Work History, Statement of Suitability

Interview stage assessments

Interview Dates

Interviews expected around 12th October 2026, subject to change

Behaviours

Communicating and Influencing

Working Together

Managing a Quality Service

Making Effective Decisions

Strengths

Strengths will be assessed but these are not shared in advance. To learn more about Strengths and how they are assessed please click here.

Technical

You will be asked a technical question relating to your previous experience of designing, delivering, or supporting training provision.

Level of security checks required

DBS Basic

Security Clearance (SC)

Use of Artificial Intelligence (Al)

Artificial Intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance for more information on appropriate and inappropriate use.