Find Compliments, Complaints and Escalation (CCE) Analyst (Ref: 84071) Job in Greater Lincoln Area, United Kingdom | Snaprecruit

Location

East Midlands (England), East of England, London (region), North East England, North West England, Scotland, South East England, South West England, Wales, West Midlands (England), Yorkshire and the Humber

About The Job

Job summary

This is a Nationally based role

Job Description

We encourage applications from people from all backgrounds and aim to have a workforce that represents the wider society that we serve. We pride ourselves on being an employer of choice. We champion diversity, inclusion and wellbeing and aim to create a workplace where everyone feels valued and a sense of belonging. To find out more about how we do this visit: https://www.gov.uk/government/organisations/ministry-of-justice/about/equality-and-diversity .

Compliments, Complaints and Escalation (CCE) Analyst

Vacancy number: 84071

Location: National*

Closing Date: 21st February

Interviews: W/C 11th March

Grade: EO

(MoJ candidates who are on a specialist grade, will be able to retain this grade on lateral transfer)

Salary: National: 27,223 - 28,613. London: 31,169 - 32,760.

Working Pattern: Full-time, part-time, flexible working, job share.

Contract Type: Permanent

• We offer a hybrid working model, allowing for a balance between remote work and time spent in your local office. Office locations can be found ON THIS MAP
  
  
  

The Role

Were recruiting for a CCE Analyst here at Justice Digital , to be part of our warm and collaborative Service Operations team.

As a CCE Analyst, you are responsible for the operational delivery of the Compliments, Complaints and Escalation process and procedures for Digital and Technology. Continuously identifying improvements, knowledge gaps and ongoing unresolved issues. Engaging with the relevant internal process and procedures to resolve.

To help picture your life at MoJ Justice Digital please take a look at our blog and our Justice Digital strategy 2025

Key Responsibilities:

• Provide a high quality CCE service to MoJ staff.
• Manage all Compliments, Complaints and Escalations through to permanent resolution for Justice Digital services.
• Manage the lifecycle of a compliment, complaint, or escalation.
• Identify improvements, problem candidates and knowledge gaps for all CCEs. Raising them with relevant process owner.
• Keep informed of progress until closure.
• Regularly check performance and delivery against agreed objectives.
• Proactively identify, recommend and (where possible) implement, improvements in the CCE ways of working.
• Build strong working relationships with MoJ suppliers both internal and external.
• Provide Management Information (MI) reporting for governance and adhoc requests.
• Represent the CCE team in various forums, taking notes and share points of interest with the whole team.
• Identify and raise risks and issue for internal and external subjects.
• Provide support to the CCE Lead when requested.
  
  
  

If this feels like an exciting challenge, something you are enthusiastic about, and want to join our team please read on and apply!

Benefits

• 37 hours per week and flexible working options including working from home, working part-time, job sharing, or working compressed hours.
• We are committed to nurturing our staff and provide lots of training and development opportunities with learning platforms such as: Linux Academy, OReilly, Pluralsight, Microsoft Learning, Civil Service Learning, GDS Academy, etc.
• 10% dedicated time to learning and development with a budget of 1000 a year per person
• Generous civil service pension based on defined benefit scheme, with employer contributions of 26-30% depending on salary.
• 25 days leave (plus bank holidays) and 1 privilege day usually taken around the Kings birthday. 5 additional days of leave once you have reached 5 years of service.
• Compassionate maternity, adoption, and shared parental leave policies, with up to 26 weeks leave at full pay, 13 weeks with partial pay, and 13 weeks further leave. And maternity support/paternity leave at full pay for 2 weeks, too!
• Wellbeing support including access to the Calm app.
• Nurturing professional and interpersonal networks including those for Carers & Childcare, Gender Equality, PROUD and SPIRIT
• Bike loans up to 2500 and secure bike parking (subject to availability and location)
• Season ticket loans, childcare vouchers and eye-care vouchers.
• 5 days volunteering paid leave.
• Free membership to BCS, the Chartered Institute for IT.
• Some offices may have a subsidised onsite Gym.
  
  
  

Person Specification

Essential

• Operational knowledge of ITIL Service Management / IT Support principles and practice
• Business analysis (IT operations) - Contributes to the recommendation of improving processes and understands the importance of evidence-based design or analysis.
• Continual service improvement - You know about developing process efficiency and common ways in which processes are optimised. You can support specific activities to improve development processes. You can spot or identify obvious deficiencies.
• Ownership and initiative - You can own an issue until a new owner has been found or the problem has been mitigated or resolved.
• Relationship management - You can identify important stakeholders and relationships and work with teams to build these. You understand how to work with stakeholders and contribute to improving these relationships.
• User focus - Identifies and engages with users or stakeholders to collate user needs evidence. Understands and defines research which fits user needs. Able to use quantitative and qualitative data about users to turn user focus into outcomes.
  
  
  

Willingness to be assessed against the requirements for SC clearance.

We welcome the unique contribution diverse applicants bring and do not discriminate on the basis of culture, ethnicity, race, nationality or national origin, age, sex, gender identity or expression, religion or belief, disability status, sexual orientation, educational or social background or any other factor.

Our values are Purpose, Humanity Openness and Together. Find out more here about how we celebrate diversity and an inclusive culture in our workplace.

How To Apply

Candidates must submit a CV and a statement of suitability (of no more than 500 words) which describes how you meet the requirements set out in the Person Specification above.

The following essential criteria will be assessed as part of the sift stage -

• Operational knowledge of ITIL Service Management / IT Support principles and practice
• Continual service improvement - You know about developing process efficiency and common ways in which processes are optimised. You can support specific activities to improve development processes. You can spot or identify obvious deficiencies.
• Ownership and initiative - You can own an issue until a new owner has been found or the problem has been mitigated or resolved.
• Relationship management - You can identify important stakeholders and relationships and work with teams to build these. You understand how to work with stakeholders and contribute to improving these relationships.
  
  
  

In Justice Digital, we recruit using a combination of the Government Digital and Data Profession Capability and Success Profiles Frameworks. We will assess your Experience and the following Behaviours during the assessment process:

• Working Together
• Delivering at Pace
• Managing a Quality Service
• Communicating and Influencing
• Changing and Improving
  
  
  

Your application will be reviewed against the Person Specification above by a diverse panel.

Successful candidates who meet the required standard will then be invited to a 1-hour panel interview held via video conference.

Should we receive a high volume of applications, a pre-sift based on Operational knowledge of ITIL Service Management / IT Support principles and practice will be conducted prior to the sift.

Should you be unsuccessful in the role that you have applied for, but demonstrated the capability for a role at a lower level, we reserve the right to discuss this opportunity with you and potentially offer you the position without the need for a further application.

A reserve list may be held for a period of up to 12 months from which further appointments may be made.

Disability Confident Scheme & Reasonable Adjustments

The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) ensuring all candidates with disabilities who meet the minimum selection criteria are invited to interview.

More information can be found here - https://www.gov.uk/government/collections/disability-confident-campaign

If a person with disabilities is at a substantial disadvantage compared to a non-disabled person, we have a duty to make reasonable changes to our processes. If you need a change to be made so that you can make your application, please contact recruitment@digital.justice.gov.uk

Terms & Conditions

Please review our Terms & Conditions which set out the way we recruit and provide further information related to the role and salary arrangements.

If you have any questions please feel free to contact recruitment@digital.justice.gov.uk

Person specification

Benefits

Please refer to attached Job Description

Alongside your salary of 27,223, Ministry of Justice contributes 7,377 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

• Access to learning and development
• A working environment that supports a range of flexible working options to enhance your work life balance
• A working culture which encourages inclusion and diversity
• A Civil Service pension with an average employer contribution of 27%
• Annual Leave
• Public Holidays
• Season Ticket Advance
  
  
  

For more information about the recruitment process, benefits and allowances and answers to general queries, please click the below link which will direct you to our Candidate Information Page.

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

Things you need to know

Selection process details

How To Apply

Candidates must submit a CV and a statement of suitability (of no more than 500 words) which describes how you meet the requirements set out in the Person Specification above.

The following essential criteria will be assessed as part of the sift stage -

• Operational knowledge of ITIL Service Management / IT Support principles and practice
• Continual service improvement - You know about developing process efficiency and common ways in which processes are optimised. You can support specific activities to improve development processes. You can spot or identify obvious deficiencies.
• Ownership and initiative - You can own an issue until a new owner has been found or the problem has been mitigated or resolved.
• Relationship management - You can identify important stakeholders and relationships and work with teams to build these. You understand how to work with stakeholders and contribute to improving these relationships.
  
  
  

In Justice Digital, we recruit using a combination of the Government Digital and Data Profession Capability and Success Profiles Frameworks. We will assess your Experience and the following Behaviours during the assessment process:

• Working Together
• Delivering at Pace
• Managing a Quality Service
• Communicating and Influencing
• Changing and Improving
  
  
  

Your application will be reviewed against the Person Specification above by a diverse panel.

Successful candidates who meet the required standard will then be invited to a 1-hour panel interview held via video conference.

Should we receive a high volume of applications, a pre-sift based on Operational knowledge of ITIL Service Management / IT Support principles and practice will be conducted prior to the sift.

Should you be unsuccessful in the role that you have applied for, but demonstrated the capability for a role at a lower level, we reserve the right to discuss this opportunity with you and potentially offer you the position without the need for a further application.

A reserve list may be held for a period of up to 12 months from which further appointments may be made

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

Security

Successful candidates must undergo a criminal record check.

Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check (opens in a new window) . See our vetting charter (opens in a new window) .

People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality Requirements

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)

Working for the Civil Service

The Civil Service Code (opens in a new window) 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 (opens in a new window) .

The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

Apply and further information

The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window) .

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :

• Name : SSCL Recruitment Enquiries Team
• Email : Moj-recruitment-vetting-enquiries@gov.sscl.com
• Telephone : 0845 241 5359
  
  
  

Recruitment team

• Email : Moj-recruitment-vetting-enquiries@gov.sscl.com
  
  
  

Further information

Appointment to the Civil Service is governed by the Civil Service Commissions Recruitment Principles. I you feel a department has breached the requirement of the Recruitment Principles and would like to raise this, please contact SSCL (Moj-recruitment-vetting-enquiries@gov.sscl.com) in the first instance. If the role has been advertised externally (outside of the Civil Service) and you are not satisfied with the response, you may bring your complaint to the Commission. For further information on bringing a complaint to the Civil Service Commission please visit their web pages: http://civilservicecommission.independent.gov.uk/civil-service-recruitment/complaints/

https://www.jobtrain.co.uk/justicedigital/Job/JobDetail?JobId=217