AI Customer Service Support Manager - Justice AI Unit (Ref: 19263)

Job summary

This is a National Role

Job description

Role Purpose

The Customer Service Support Manager will lead operational and customer support for AI-enabled products and services delivered by the Justice AI Unit across the Ministry of Justice and its agencies.

Working closely with AI Product Managers, technical teams, operational stakeholders and users across courts, prisons and probation, the post holder will support onboarding, adoption, issue resolution, service communications and continuous improvement.

The role will help ensure users receive a professional, responsive and effective service, while providing product teams and senior stakeholders with clear insight on service health, user confidence, adoption risks and opportunities to improve.

To learn more about the Justice AI Unit and our work, visit our website or follow us on LinkedIn for updates and insights.

Key Responsibilities

• Act as a key point of contact for users, stakeholders and AI Product Managers, providing effective support for AI-enabled products and services.
• Lead customer service activity for assigned products, including onboarding, guidance, issue triage, complaints handling, service records and improvement planning.
• Coordinate the resolution of service issues, working with product, technical, delivery, security and operational colleagues to agree actions and maintain user confidence.
• Support adoption and controlled rollout activity, helping users understand how to access, use and provide feedback on AI-enabled services.
• Build strong working relationships across operational, digital, data, product and assurance communities to support safe and consistent product adoption.
• Gather, analyse and present feedback, complaints, service performance data and operational insight to identify trends, risks and improvement opportunities.
• Maintain clear documentation, trackers, logs and audit trails to support service quality, governance, reporting and continuity.
• Draft clear communications, service updates, briefings and guidance for a range of audiences, including senior stakeholders and operational users.
• Provide evidence-based advice on service health, customer impact, adoption readiness and escalation routes
• Contribute to continuous improvement across the Justice AI Unit portfolio by sharing lessons learned, improving support models and strengthening feedback loops.

Essential Skills and Experience

• Experience working in customer service, live service support, adoption, business change or operational support within a complex organisation.
• Strong communication and influencing skills, with the confidence to engage users, operational stakeholders and senior colleagues clearly and professionally.
• Ability to build trusted working relationships across technical and non-technical teams, including product, digital, operational and assurance colleagues.
• Excellent organisational skills, with the ability to prioritise competing demands, maintain momentum and follow issues through to resolution.
• Good judgement and problem-solving skills, including the ability to balance user need, operational urgency, confidentiality, governance, security and delivery constraints.
• Experience gathering, evaluating and presenting information clearly, including feedback, complaints, service performance data or operational evidence.
• A collaborative and continuous improvement mindset, with experience identifying root causes, trends and opportunities to improve services.
• Strong written skills, including the ability to produce clear service updates, guidance, reports, briefings or decision material.
• Strong IT literacy, including confidence using Microsoft 365 and tools for maintaining records, workflow control, reporting and audit trails.

Desirable Skills and Experience

• Experience supporting digital products, AI-enabled services, workflow tools or other technology-enabled operational services.
• Understanding of responsible AI, data protection, information security, service governance or public sector assurance requirements.
• Experience supporting product rollout, onboarding, user adoption or service readiness in a multidisciplinary environment.
• Experience working with courts, prisons, probation, justice services or other operational public sector environments.
• Experience producing service reports, risk logs, decision trails, complaints analysis or audit-ready documentation.

Agreed Expectations

The successful candidate will be expected to work from London as the home base of the Justice AI Unit. Candidates not currently based in London will be required to either relocate or undertake regular travel to London, with attendance expected at least fortnightly, in line with business needs.

How to apply

The selection process for this vacancy will utilise Civil Service Success Profiles and will assess your Experience and Behaviours.

Application

Candidates must submit a CV and Personal Statement.

Your Personal Statement (no more than 500 words) should outline how you meet the essential skills and experience required for this role, using examples of work you have undertaken.

A diverse panel will assess applications against these criteria.

Should we receive a high volume of applications, a pre-sift may be conducted based on experience working in customer service, live service support, adoption, business change or operational support within a complex organisation.

Following sift, candidates who meet the required standard will be invited to take part in an interview. The following Civil Service behaviours will be assessed:

• Communicating and Influencing
• Changing and Improving
• Delivering at Pace

Person specification

Please refer to Job Description

Behaviours

We'll assess you against these behaviours during the selection process:

• Communicating and Influencing
• Changing and Improving
• Delivering at Pace

Benefits

Alongside your salary of £42,914, Ministry of Justice contributes £12,432 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).

• 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 employer contribution of 28.97%
• 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

Artificial intelligence

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 (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours and Experience.https://justicejobs.tal.net/vx/candidate/cms/About%20the%20MOJ

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

Security

Successful candidates must undergo a criminal record check.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.The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

Diversity and Inclusion

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

Apply and further information

This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.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@resourcing.soprasteria.co.uk
• Telephone : 0345 241 5359

Recruitment team

• Email : moj-recruitment-vetting-enquiries@resourcing.soprasteria.co.uk

Further information

Appointment to the Civil Service is governed by the Civil Service Commission’s Recruitment Principles. If 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-recruitm…

https://jobs.justice.gov.uk/careers/JobDetail/19263?entityId=19263