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. 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 Reference: 86125 *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 We’re 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 CCE’s. 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!