22963 - Data Analyst

Descriptions & requirements

Job description

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.

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 role: 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.

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.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.

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

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.

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.

A Great Place to Work for Veterans

The "Making the Civil Service a Great Place to work for veterans" initiative includes a guaranteed interview scheme to those who meet the minimum criteria to provide eligible former members of the Armed Forces with opportunities to secure rewarding jobs. Allowing veterans to continue to serve their country, and to bring highly skilled individuals with a broad range of experience into the Civil Service in an environment, which recognises and values your previous service in the Armed Forces. For further details about the initiative and eligibility requirements visit: https://www.gov.uk/government/news/making-the-civil-service-a-great-place-to-work-for-veterans

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 22963

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 22963

Application form stage assessments

Behaviours

A sift based on the lead behaviour, Delivering at Pace, may be held if a large number of applications are received. If a large number of applications remain after the initial sift, your application will be progressed to a full sift, where all behaviours will then be considered.

Behaviours Application Form Question Word Limit

250

Delivering at Pace

Experience

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

Statement of Suitability

Statement of Suitability

Guidance for the Statement of Suitability

Please explain why you are suitable for this role by demonstrating how your skills and experience match the essential criteria outlined in the job advert and role profile. Your response should include clear, personalised evidence, using specific examples to show how you meet each requirement and why your experience makes you a strong candidate for this position.  You may use examples from work, education, volunteering, or other relevant experiences. To achieve the highest scores, we strongly encourage you to use the full word count (500 words) and provide personalised, real-life evidence, clearly linking your evidence to the essential criteria.   You may use AI in your application but, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience.  Submitting content that is copied or plagiarised may result in your application being withdrawn.

Evidence of Experience

Statement of Suitability

Interview stage assessments

Interview Dates

Interview dates are expected in early November.

Behaviours

Delivering at Pace

Seeing the Big Picture

Changing and Improving

Working Together

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

As part of the interview, a technical question will be asked to assess how you meet the essential criteria specified in the job advert.

Level of security checks required

DBS Basic

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.

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

Vacancy Approach

External

Location

National

Region

National

Closing Date

20-Oct-2026

Post Type

Permanent

Civil Service Grade

HEO

Number of jobs available

1

Reserve List

12 Months

Job ID

22963