Digital Accessibility Service Officer

Job summary
The Crown Prosecution Service (CPS) is delighted to advertise the opportunity for a Digital Accessibility Service Officer to join our DA Service team, within Service Management in HQ Digital and Information Directorate (DID).

Service Management is at the heart of the CPS IT service delivery and we focus on maximising the value of our multi supplier IT provision, ensuring the changing IT landscape seamlessly meets the needs of our end users, and continually delivers service excellence. Digital Accessibility is the heartbeat.

** We will be holding an engagement session on Thursday 24th August 2023 at 3 pm for any prospective candidates to come along to. Here you can meet the hiring manager to find out more about the role and responsibilities, how the team works and the opportunities available to you. You can request a link to join this meeting by emailing natalie.ylazaca@cps.gov.uk

Job description
To act as the CPS focal point to manage all CPS Digital Accessibility (DA) service requests via the DA Service process. You will drive continuous service improvements and innovation to meet user needs, including UAT for DAC support.

Making appropriate decisions and taking appropriate action to ensure DA users and their support network requests, are handled effectively, confidentially, and sensitively in accordance with agreed DA processes, forming good working relationships to build confidence and increase usage in using the DA service invoking escalation procedures where necessary.

You will own your remit, identify, and deliver opportunities for improvement, in agreement with your line manager, and work across the DA functions to deliver a gold standard service to ensure continuous service improvement to ensure users and their network have the best possible experience of the DA service. You will support a key group of users with a personal and proactive approach and by facilitating and monitoring any reactive resolution needs.

You will provide Project Management cover for the Accommodation Service.

Person specification
Liaises with CPS staff requesting the DA service to define the scope of the required solution, ensuring that the recommended ‘tools’ for the job is fit for purpose to enable the relevant staff member to adequately deliver their contribution(s) to the Business objectives and capability within the workforce.
Provide 121, proactive support to ensure your delegated user group can work effectively and digitally, including driving new solutions and supporting the Compliance process with coordinated UAT for new and upgraded digital products.
Ensures that appropriate action is taken when escalations are received and maintains appropriate communication to all relevant stakeholders throughout.
Ensures that up to date records of commitments and expenditure against the DA fund are maintained, and provision of budget forecast information.
Makes recommendations on service improvements and participates in and monitors completion of any subsequent supplier and stakeholder action plans.
Ensures that the DA user records are updated and maintained, providing robust reporting of data, analysing trends to identify further opportunities for improvement.
Assess and makes recommendations to line and countersigning managers (B3/Level D regarding the performance of suppliers and partners on an on-going basis. Provides instruction and requirements to DA suppliers to meet CPS DA policies and business needs.
Provides contingency for DA Compliance and Training & Communication functions
Ensures Accommodation requirements are processed timely and accurately.
Behaviours
We'll assess you against these behaviours during the selection process:

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